Analyzing customer reviews with abstractive summarization and sentiment analysis: a software review

被引：0

作者：

Hakimi, Mohammed ^{[1
]}

Ul Haq, Mirza Amin ^{[2
,5
]}

Ghouri, Arsalan Mujahid ^{[3
]}

Valette-Florence, Pierre ^{[4
]}

机构：

[1] Univ Prince Mugrin, Madinah, Saudi Arabia

[2] Ziauddin Univ, Karachi, Pakistan

[3] London South Bank Univ, London, England

[4] Int Univ Monaco, MC-98000 Le Stella, Monaco

[5] UCSI Univ, Kuala Lumpur, Malaysia

来源：

JOURNAL OF MARKETING ANALYTICS | 2025年

关键词：

Customer reviews; Abstractive summary; Sentiment analysis; Artificial intelligence; Machine learning; EXPERIENCE MANAGEMENT; BRAND; POWER;

D O I：

10.1057/s41270-025-00377-8

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Customer reviews significantly influence consumer decisions and business strategies, requiring more advanced analytical tools to collect these valuable insights. This study examines a recent online application that analyzes customer reviews using abstractive summarization and sentiment analysis. The application allows users to monitor customer feedback through abstractive summaries and sentiment scores. The reviews can be directly pasted or uploaded via a text file for analysis. This article assesses the application across five different use cases, addressing challenges related to satisfaction, mixed reviews, recovery strategies, dissatisfaction, and sarcastic reviews. The research advocates ongoing exploration and refinement of artificial intelligence and machine learning applications, emphasizing the synergistic potential of abstractive summarization and sentiment analysis for effectively monitoring customer reviews and preferences. This practical tool empowers businesses and practitioners to make data-driven decisions based on customer feedback. Access to the application: https://mahaq.pythonanywhere.com/.

引用

页数：15

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