Framework for Customers’ Sentiment Analysis

Web software usage used as a vehicle of communication, where sentiments related to different subjects are shared through the web, has had a steep increase in recent years. For example, customers write about characteristics that they like the most, and they dislike, influencing others to use a specific commented service or product. Thus, the content of these comments could be used to address customers’ sentiments in such way that would increase companies’ services quality. However, since the output of such kind of web software is essentially unstructured data it is difficult for company managers to have access to that knowledge, and consequently reason through it accordingly. In this paper, the authors present a framework for customers’ sentiment analysis, which has the ability to automatically acquire knowledge from web software. Thus, it addresses the target of customer’s sentiments with the purpose of supporting companies’ managers in their decision-making to improve their products and services.