SEMO: A Framework for Customer Social Networks Analysis based on Semantics Articles uri icon

publication date

  • June 2010

start page

  • 178

end page

  • 188

issue

  • 2

volume

  • 25

International Standard Serial Number (ISSN)

  • 0268-3962

Electronic International Standard Serial Number (EISSN)

  • 1466-4437

abstract

  • The increasing importance of the Internet in most domains has brought about a paradigm change in consumer relations. The influence of Social Networks has entered the Customer Relationship Management domain under the coined term CRM 2.0. In this context, the need to understand and classify the interactions of customers by means of new platforms has emerged as a challenge for both researchers and professionals worldwide. This is the perfect scenario for the use of SEMO, a platform for Customer Social Networks Analysis based on Semantics and emotion mining. The platform benefits from both semantic annotation and classification and text analysis, relying on techniques from the Natural Language Processing domain. The results of the evaluation of the experimental implementation of SEMO reveal a promising and viable platform from a technical perspective.

keywords

  • social networks; customer relationship management; semantics; emotions; natural language processing