Archives For Customer reviews

A new work appears in May 2017 issue of Expert Systems with Applications on the topic of sentiment prediction from customer reviews, co-authored with M. Castelli, L. Manzoni, and L. Vanneschi: An expert system for extracting knowledge from customers’ reviews: The case of Amazon.com, Inc.. Here is the abstract:

E-commerce has proliferated in the daily activities of end-consumers and firms alike. For firms, consumer satisfaction is an important indicator of e-commerce success. Today, consumers’ reviews and feedback are increasingly shaping consumer intentions regarding new purchases and repeated purchases, while helping to attract new customers. In our work, we use an expert system to predict the sentiment of a product considering a subset of available customers’ reviews.