Development of a sensor for the extraction and analysis of undirected complaints in online-fora

开发用于提取和分析在线论坛中无针对性投诉的传感器

• 批准号: 280368616
• 负责人: Professor Dr.-Ing. Robert Schmitt
• 金额: --
• 依托单位: Forschungsbereich Fertigungsmeßtechnik und Qualitätsmanagement
• 依托单位国家: 德国
• 项目类别: Research Grants
• 财政年份: 2015
• 资助国家: 德国
• 起止时间: 2014-12-31 至 2017-12-31
• 项目状态: 已结题
• 来源: https://gepris.dfg.de/gepris/projekt/280368616?language=en
• 关键词: Development; sensor; extraction; analysis; undirected

Complaints by customers, which are not proactively directed towards the company, are in average communicated to ten other people from the closer, personal environment (undirected complaints). Internet-based communication platforms increase this effect rapidly. Especially online fora are used by unsatisfied customers to promote their complaints and induce discussions. The main objective of the presented research program is the development of a sensor to extract and analyse undirected complaints from online fora. This sensor will be designed to detect complaints which are not directly addressed to a company but published in an online forum and evaluate their cause. The extraction of undirected complaints offers companies the possibility to become aware of the customers negative perception of products available on the market. Sataring from the following analysis it is possible for the company to identify the reasons for customers discontentment. Future adjustments to products and services can now be developed based on indirectly expressed demands.

客户的投诉，不是主动向公司提出的，平均会从更近的个人环境中传达给其他十个人（非直接投诉）。基于互联网的通信平台迅速增加了这种影响。特别是在线论坛被不满意的客户用来促进他们的投诉和引发讨论。所提出的研究计划的主要目标是开发一种传感器，以从在线论坛中提取和分析无针对性的投诉。该传感器将被设计用于检测不是直接针对公司而是在在线论坛上发布的投诉，并评估其原因。间接投诉的提取使公司有可能了解客户对市场上产品的负面看法。通过以下分析，公司可以找出客户不满的原因。现在可以根据间接表达的需求来制定未来对产品和服务的调整。

项目成果

Customer language processing: Extended abstract

客户语言处理：扩展摘要

• DOI: 10.1109/smap.2017.8022663
• 发表时间: 2017
• 期刊: 2017 12th International Workshop on Semantic and Social Media Adaptation and Personalization (SMAP)
• 作者: Metzmacher;Heinrichs;Schmitt
• 通讯作者: Schmitt