17th AIAI 2021, 25 - 27 June 2021, Greece

CEA-TM: A Customer Experience Analysis framework based on Contextual-aware Topic Modeling approach

Ariona Shashaj, Davide Stirparo, Mohammad Kazemi

Abstract:

  Text mining comprises different techniques capable to perform text analysis, information retrieval and extraction, categorization and visualization, is experiencing an increase of interest. Among these techniques, topic modeling algorithms, capable of discovering topics from large documents corpora, has many applications. In particular, considering customer experience analysis, having access to topic coherent set of opinions expressed in terms of text reviews, has an important role in both customers side and business providers. Traditional topic modeling algorithms are probabilistic models words co-occurrences oriented which can mislead topics discovery in case of short-text and context-base reviews. In this paper, we propose a customer experience analysis framework which enrich a state-of-art topic modeling algorithm (LDA) with a semantic-base topic-tuning approach.  

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