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Automated extraction of customer needs from customer reviews for the enhancement of the innovative capacity

从客户评价中自动提取客户需求，提升创新能力

基本信息

批准号：
330451960
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：
2017
资助国家：
德国
起止时间：
2016-12-31 至 2019-12-31
项目状态：
已结题

来源：
https://gepris.dfg.de/gepris/projekt/330451960?language=en
关键词：
Automated extraction customer needs reviews

项目摘要

Overall objective of this research project is the enhancement of companies innovative capacity by the precise identification of customer needs. Customer reviews from social media will be used as source of information.A companys innovative capacity correlates positively with its economic achievement. Indispensable for an innovations success is especially the knowledge of customer needs and the according product development. Customer needs arise from a subjectively perceived shortage; they are pre-economic and not directly object-related. Customer needs can hence be differentiated from concrete customer requirements and demands regarding an offered product or service. On the basis of scientific results from psychology and philosophy concerning the superordinate concept of needs, customer needs are viewed as motivational triggers of action. For this reasons, they are especially relevant as input for the innovation management. The gathering and identification of customer needs is not trivial and poses great challenges for companies. Owing to their partly latent character, customer needs are not directly measurable and accessible. Methods for the identification of customer needs comprise of elements from empirical research, e.g. classical surveys or field studies. However, these methods render the identification and gathering of customer needs costly. To date, comments from Social Media have not been broadly used as source of information of customer needs. Especially in the form of so called reviews, customers describe their experiences with a product or product-related serviced in great details. In doing so, customer not only express their preferences concerning the product, but they also give a profound insight as e.g. why they prefer a specific product feature with regard to need satisfaction. Furthermore, customers describe their individual use cases and their personal environments within reviews. An analysis of the content of customer reviews appears especially valuable for the innovation management considering the information density and the amount of available information. Yet, the great amount of available data rules a manual processing and analysis of reviews out. Aim of this research project is therefore the development of a software-based algorithm for the automated extraction of customer needs from reviews as input for the innovation management.

本研究项目的总体目标是通过准确识别客户需求来提高公司的创新能力。来自社交媒体的客户评论将被用作信息来源。一个公司的创新能力与其经济成就呈正相关。创新成功的关键在于对客户需求的了解和相应的产品开发。顾客需求源于主观感知的短缺;它们是前经济的，不直接与对象相关。因此，客户需求可以与具体的客户要求和对所提供的产品或服务的需求区分开来。根据心理学和哲学关于需求的高级概念的科学结果，客户需求被视为行动的动机触发器。因此，它们作为创新管理的投入特别重要。客户需求的收集和识别并不是一件小事，对企业来说是一个巨大的挑战。由于其部分潜在的性质，客户的需求是不能直接测量和访问。确定客户需求的方法包括经验研究的要素，例如传统调查或实地研究。然而，这些方法使得识别和收集客户需求的成本高昂。迄今为止，来自社交媒体的评论尚未被广泛用作客户需求的信息来源。特别是在所谓的评论的形式，客户描述他们的经验与产品或产品相关的服务非常详细.在这样做的时候，客户不仅表达他们的喜好有关的产品，但他们也给了深刻的见解，例如，为什么他们更喜欢一个特定的产品功能方面的需求满足.此外，客户在评论中描述他们的个人用例和个人环境。考虑到信息密度和可用信息量，对客户评论内容的分析对于创新管理显得特别有价值。然而，大量的可用数据排除了人工处理和分析评论的可能性。因此，本研究项目的目的是开发一种基于软件的算法，用于从评论中自动提取客户需求，作为创新管理的输入。