Abstract:This paper proposes a conceptual approach to the research into customer satisfaction based on a detailed analysis of consumer reviews written in natural languages using Artificial Intelligence (AI) techniques such as Text Mining, Aspect Sentiment Analysis, Data Mining and Machine Learning. Special Internet resources for accumulating customer reviews, such as yelp.com, tripadviser.com and tophotels.ru, are used as data sources. To evaluate the efficacy of the proposed approach, we have carried out an experiment… Show more
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