Sentiment Analysis Technologies in AliMe — An Intelligent Assistant for E-commerce

Abstract

In this paper, we introduce a sentiment analysis framework and its corresponding key techniques used in AliMe, an artificial intelligent (AI) assistant for e-commerce customer service, whose fundamental ability of sentiment analysis provides support for five upper-layer application modules: user sentiment detection, user sentiment comfort, sentimental generative chatting, user service quality control and user satisfaction prediction. Detailed implementation of each module is demonstrated and experiments show our framework not only performs well on each single task but also manifests its competitive business value as a whole.