Identifying Suggestions in Airline-User Tweets Using Natural Language Processing and Machine Learning

Abstract

Social networks have moved from online sites to interact with your friends to a platform where people, artists, brands, and even presidents interact with crowds of people daily. Airlines are some of the companies that use social networks such as Twitter to communicate with their clients through messages with offers, travel recommendations, videos of collaborations with YouTubers, and surveys. Among the many responses to airline tweets, there are users' suggestions on how to improve their services or processes. These recommendations are essential since the success of many companies is based on offering what the client wants or needs. A database of tweets was created using user tweets sent to airline accounts on Twitter between July 30 (2019) and August 8 (2019). Natural language processing techniques were used on the database to preprocess its data. The latest classification results using Naive Bayes show an accuracy of 72.44%.