State-of-the-Art Review on Opinion Mining from Online Customers’ Feedback

Dealing with the ever-growing information overload in the Internet, Recommender Systems are widely used online to suggest potential customers item they may like or find useful. Collaborative Filtering is the most popular techniques for Recommender Systems which collects opinions from customers in the form of ratings on items, services or service providers. In addition to the customer rating about a service provider, there is also a good number of online customer feedback information available over the Internet as customer reviews, comments, newsgroups post, discussion forums or blogs which is collectively called user generated contents. This information can be used to generate the public reputation of the service providers’. To do this, data mining techniques, specially recently emerged opinion mining could be a useful tool. In this paper we present a state of the art review of Opinion Mining from online customer feedback. We critically evaluate the existing work and expose cutting edge area of interest in opinion mining. We also classify the approaches taken by different researchers into several categories and sub-categories. Each of those steps is analyzed with their strength and limitations in this paper.

Automatic domain ontology extraction for context-sensitive opinion mining

Automated analysis of the sentiments presented in online consumer feedbacks can facilitate both organizations’ business strategy development and individual consumers’ comparison shopping. Nevertheless, existing opinion mining methods either adopt a context-free sentiment classification approach or rely on a large number of manually annotated training examples to perform context sensitive sentiment classification. Guided by the design science research methodology, we illustrate the design, development, and evaluation of a novel fuzzy domain ontology based contextsensitive opinion mining system. Our novel ontology extraction mechanism underpinned by a variant of Kullback-Leibler divergence can automatically acquire contextual sentiment knowledge across various product domains to improve the sentiment analysis processes. Evaluated based on a benchmark dataset and real consumer reviews collected from Amazon.com, our system shows remarkable performance improvement over the context-free baseline.

Product reputation model : an opinion mining based approach

Product rating systems are very popular on the web, and users are increasingly depending on the overall product ratings provided by websites to make purchase decisions or to compare various products. Currently most of these systems directly depend on users’ ratings and aggregate the ratings using simple aggregating methods such as mean or median [1]. In fact, many websites also allow users to express their opinions in the form of textual product reviews. In this paper, we propose a new product reputation model that uses opinion mining techniques in order to extract sentiments about product’s features, and then provide a method to generate a more realistic reputation value for every feature of the product and the product itself. We considered the strength of the opinion rather than its orientation only. We do not treat all product features equally when we calculate the overall product reputation, as some features are more important to customers than others, and consequently have more impact on customers buying decisions. Our method provides helpful details about the product features for customers rather than only representing reputation as a number only.

Integration of Opinion Mining into customer analysis model

This research proposes a multi-dimensional model for Opinion Mining, which integrates customers' characteristics and their opinions about products (or services). Customer opinions are valuable for companies to deliver right products or services to their customers. This research presents a comprehensive framework to evaluate opinions' orientation based on products' hierarchy attributes. It also provides an alternative way to obtain opinion summaries for different groups of customers and different categories of produces.

Aspect-based opinion mining from product reviews using conditional random fields

Product reviews are the foremost source of information for customers and manufacturers to help them make appropriate purchasing and production decisions. Natural language data is typically very sparse; the most common words are those that do not carry a lot of semantic content, and occurrences of any particular content-bearing word are rare, while co-occurrences of these words are rarer. Mining product aspects, along with corresponding opinions, is essential for Aspect-Based Opinion Mining (ABOM) as a result of the e-commerce revolution. Therefore, the need for automatic mining of reviews has reached a peak. In this work, we deal with ABOM as sequence labelling problem and propose a supervised extraction method to identify product aspects and corresponding opinions. We use Conditional Random Fields (CRFs) to solve the extraction problem and propose a feature function to enhance accuracy. The proposed method is evaluated using two different datasets. We also evaluate the effectiveness of feature function and the optimisation through multiple experiments.

Metodi di previsione di indici di borsa con tecniche di text & opinion mining applicate a twitter

Il problema relativo alla predizione, la ricerca di pattern predittivi all‘interno dei dati, è stato studiato ampiamente. Molte metodologie robuste ed efficienti sono state sviluppate, procedimenti che si basano sull‘analisi di informazioni numeriche strutturate. Quella testuale, d‘altro canto, è una tipologia di informazione fortemente destrutturata. Quindi, una immediata conclusione, porterebbe a pensare che per l‘analisi predittiva su dati testuali sia necessario sviluppare metodi completamente diversi da quelli ben noti dalle tecniche di data mining. Un problema di predizione può essere risolto utilizzando invece gli stessi metodi : dati testuali e documenti possono essere trasformati in valori numerici, considerando per esempio l‘assenza o la presenza di termini, rendendo di fatto possibile una utilizzazione efficiente delle tecniche già sviluppate. Il text mining abilita la congiunzione di concetti da campi di applicazione estremamente eterogenei. Con l‘immensa quantità di dati testuali presenti, basti pensare, sul World Wide Web, ed in continua crescita a causa dell‘utilizzo pervasivo di smartphones e computers, i campi di applicazione delle analisi di tipo testuale divengono innumerevoli. L‘avvento e la diffusione dei social networks e della pratica di micro blogging abilita le persone alla condivisione di opinioni e stati d‘animo, creando un corpus testuale di dimensioni incalcolabili aggiornato giornalmente. Le nuove tecniche di Sentiment Analysis, o Opinion Mining, si occupano di analizzare lo stato emotivo o la tipologia di opinione espressa all‘interno di un documento testuale. Esse sono discipline attraverso le quali, per esempio, estrarre indicatori dello stato d‘animo di un individuo, oppure di un insieme di individui, creando una rappresentazione dello stato emotivo sociale. L‘andamento dello stato emotivo sociale può condizionare macroscopicamente l‘evolvere di eventi globali? Studi in campo di Economia e Finanza Comportamentale assicurano un legame fra stato emotivo, capacità nel prendere decisioni ed indicatori economici. Grazie alle tecniche disponibili ed alla mole di dati testuali continuamente aggiornati riguardanti lo stato d‘animo di milioni di individui diviene possibile analizzare tali correlazioni. In questo studio viene costruito un sistema per la previsione delle variazioni di indici di borsa, basandosi su dati testuali estratti dalla piattaforma di microblogging Twitter, sotto forma di tweets pubblici; tale sistema include tecniche di miglioramento della previsione basate sullo studio di similarità dei testi, categorizzandone il contributo effettivo alla previsione.

Studio ed analisi di tecniche di opinion mining per contesti di promozione turistica su piattaforme di social media

Negli ultimi anni Internet ha cambiato le modalità di creazione e distribuzione delle informazioni turistiche. Un ruolo fondamentale viene ricoperto dalle piattaforme di social media, tecnologie che permettono ai consumatori di condividere le proprie esperienze ed opinioni. Diventa necessario, quindi, comprendere i cambiamenti in queste tecnologie e nel comportamento dei viaggiatori per poter applicare strategie di marketing di successo. In questo studio, utilizzando Opinion Finder, un software spesso impiegato nel campo dell'opinion mining, si esamineranno da un punto di vista qualitativo i post e commenti estratti da alcuni profili degli enti di promozione turistica nazionale in Europa, dividendo l'analisi per fattori che possono influenzare il sentimento degli utenti. Attraverso i risultati ottenuti, si può dimostrare che l'analisi delle opinioni e del sentimento si presenta come un ottimo strumento per evidenziare possibili fenomeni utili per la pianificazione di strategie di marketing per gli enti. Studi futuri potrebbero migliorare la valutazione di questi dati attraverso la creazione di un corpus di apprendimento per il software che contenga testi relativi al mondo del turismo e permettendo ad Opinion Finder di incrementare la validità della classificazione del sentimento, contestualizzando le espressioni in maniera corretta.

Evaluating the robustness of EmotiBlog for sentiment analysis and opinion mining

Preliminary research demonstrated the EmotiBlog annotated corpus relevance as a Machine Learning resource to detect subjective data. In this paper we compare EmotiBlog with the JRC Quotes corpus in order to check the robustness of its annotation. We concentrate on its coarse-grained labels and carry out a deep Machine Learning experimentation also with the inclusion of lexical resources. The results obtained show a similarity with the ones obtained with the JRC Quotes corpus demonstrating the EmotiBlog validity as a resource for the SA task.

EmotiBlog: towards a finer-grained sentiment analysis and its application to opinion mining

Comunicación presentada en las IV Jornadas TIMM, Torres (Jaén), 7-8 abril 2011.

Towards a unified framework for opinion retrieval, mining and summarization

The exponential increase of subjective, user-generated content since the birth of the Social Web, has led to the necessity of developing automatic text processing systems able to extract, process and present relevant knowledge. In this paper, we tackle the Opinion Retrieval, Mining and Summarization task, by proposing a unified framework, composed of three crucial components (information retrieval, opinion mining and text summarization) that allow the retrieval, classification and summarization of subjective information. An extensive analysis is conducted, where different configurations of the framework are suggested and analyzed, in order to determine which is the best one, and under which conditions. The evaluation carried out and the results obtained show the appropriateness of the individual components, as well as the framework as a whole. By achieving an improvement over 10% compared to the state-of-the-art approaches in the context of blogs, we can conclude that subjective text can be efficiently dealt with by means of our proposed framework.

Mining users’ opinions based on item folksonomy and taxonomy for personalized recommender systems

Item folksonomy or tag information is a kind of typical and prevalent web 2.0 information. Item folksonmy contains rich opinion information of users on item classifications and descriptions. It can be used as another important information source to conduct opinion mining. On the other hand, each item is associated with taxonomy information that reflects the viewpoints of experts. In this paper, we propose to mine for users’ opinions on items based on item taxonomy developed by experts and folksonomy contributed by users. In addition, we explore how to make personalized item recommendations based on users’ opinions. The experiments conducted on real word datasets collected from Amazon.com and CiteULike demonstrated the effectiveness of the proposed approaches.

Integration of opinion into customer analysis model

Nowadays, Opinion Mining is getting more important than before especially in doing analysis and forecasting about customers’ behavior for businesses purpose. The right decision in producing new products or services based on data about customers’ characteristics means profit for organization/company. This paper proposes a new architecture for Opinion Mining, which uses a multidimensional model to integrate customers’ characteristics and their comments about products (or services). The key step to achieve this objective is to transfer comments (opinions) to a fact table that includes several dimensions, such as, customers, products, time and locations. This research presents a comprehensive way to calculate customers’ orientation for all possible products’ attributes. A use case study is also presented in this paper to show the advantages of using OLAP and data cubes to analyze costumers’ opinions.

Integration of opinion into customer analysis model

As e-commerce is becoming more and more popular, the number of customer reviews that a product receives grows rapidly. In order to enhance customer satisfaction and their shopping experiences, it has become important to analysis customers reviews to extract opinions on the products that they buy. Thus, Opinion Mining is getting more important than before especially in doing analysis and forecasting about customers’ behavior for businesses purpose. The right decision in producing new products or services based on data about customers’ characteristics means profit for organization/company. This paper proposes a new architecture for Opinion Mining, which uses a multidimensional model to integrate customers’ characteristics and their comments about products (or services). The key step to achieve this objective is to transfer comments (opinions) to a fact table that includes several dimensions, such as, customers, products, time and locations. This research presents a comprehensive way to calculate customers’ orientation for all possible products’ attributes.

Aspect-based opinion extraction from customer reviews

Text is the main method of communicating information in the digital age. Messages, blogs, news articles, reviews, and opinionated information abounds on the Internet. People commonly purchase products online and post their opinions about purchased items. This feedback is displayed publicly to assist others with their purchasing decisions, creating the need for a mechanism with which to extract and summarize useful information for enhancing the decision-making process. Our contribution is to improve the accuracy of extraction by combining different techniques from three major areas, named Data Mining, Natural Language Processing techniques and Ontologies. The proposed framework sequentially mines product’s aspects and users’ opinions, groups representative aspects by similarity, and generates an output summary. This paper focuses on the task of extracting product aspects and users’ opinions by extracting all possible aspects and opinions from reviews using natural language, ontology, and frequent “tag” sets. The proposed framework, when compared with an existing baseline model, yielded promising results.