Predictive Analysis of Emotions for Improving Customer Services

Author:

Jain Vinay Kumar1,Kumar Shishir1

Affiliation:

1. Jaypee University of Engineering and Technology, India

Abstract

Human emotions plays an important role in everyday communication. Emotions are formed by the combination of cues such as relative actions, facial expressions, and gestures and reactions. Emotions are also present in written texts like in social media, chats, customer reviews. By getting inspired by works done in the domain of sentiment analysis, this chapter explores advances to automatic detection of emotions in text which help in Improving Customer Services. This chapter presents a framework for automatic detection of emotions in customer reviews based on different emotions theories in the fields of psychology and linguistics. This framework uses advanced Machine Learning (ML) techniques with Natural Language Processing (NLP) methods for better understanding of emotion detection and recognition in customer reviews. The text under study comprises data collected from leading Indian e-commerce portals like Flipkart, Snapdeal and Amazon, which contains text rich in emotions. The advantages and application based emotion detection framework has been incorporated with suitable examples.

Publisher

IGI Global

Reference23 articles.

1. Using Verbs and Adjectives to Automatically Classify Blog Sentiment.;P.Chesley;Proceedings of the AAAI-2006 Spring Symposium on Computational Approaches to Analyzing Weblogs,2006

2. The psychological foundations of the affective lexicon.

3. Emotion recognition in human-computer interaction

4. Emotion extraction from real time chat messenger

Cited by 3 articles. 订阅此论文施引文献 订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3