Catarina Almeida, Cecilia Castro, Víctor Leiva, Ana Cristina Braga, Ana Freitas
{"title":"Optimizing Sentiment Analysis Models for Customer Support: Methodology and Case Study in the Portuguese Retail Sector","authors":"Catarina Almeida, Cecilia Castro, Víctor Leiva, Ana Cristina Braga, Ana Freitas","doi":"10.3390/jtaer19020074","DOIUrl":null,"url":null,"abstract":"Sentiment analysis is a cornerstone of natural language processing. However, it presents formidable challenges due to the intricacies of lexical diversity, complex linguistic structures, and the subtleties of context dependence. This study introduces a bespoke and integrated approach to analyzing customer sentiment, with a particular emphasis on a case study in the Portuguese retail market. Capitalizing on the strengths of SentiLex-PT, a sentiment lexicon curated for the Portuguese language, and an array of sophisticated machine learning algorithms, this research constructs advanced models that encapsulate both lexical features and the subtleties of linguistic composition. A meticulous comparative analysis singles out multinomial logistic regression as the pre-eminent model for its applicability and accuracy within our case study. The findings of this analysis highlight the pivotal role that sentiment data play in strategic decision-making processes such as reputation management, strategic planning, and forecasting market trends within the retail sector. To the extent of our knowledge, this work is pioneering in its provision of a holistic sentiment analysis framework tailored to the Portuguese retail context, marking an advancement for both the academic field and industry application.","PeriodicalId":5,"journal":{"name":"ACS Applied Materials & Interfaces","volume":"111 29","pages":""},"PeriodicalIF":8.3000,"publicationDate":"2024-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"ACS Applied Materials & Interfaces","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.3390/jtaer19020074","RegionNum":2,"RegionCategory":"材料科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MATERIALS SCIENCE, MULTIDISCIPLINARY","Score":null,"Total":0}
引用次数: 0
Abstract
Sentiment analysis is a cornerstone of natural language processing. However, it presents formidable challenges due to the intricacies of lexical diversity, complex linguistic structures, and the subtleties of context dependence. This study introduces a bespoke and integrated approach to analyzing customer sentiment, with a particular emphasis on a case study in the Portuguese retail market. Capitalizing on the strengths of SentiLex-PT, a sentiment lexicon curated for the Portuguese language, and an array of sophisticated machine learning algorithms, this research constructs advanced models that encapsulate both lexical features and the subtleties of linguistic composition. A meticulous comparative analysis singles out multinomial logistic regression as the pre-eminent model for its applicability and accuracy within our case study. The findings of this analysis highlight the pivotal role that sentiment data play in strategic decision-making processes such as reputation management, strategic planning, and forecasting market trends within the retail sector. To the extent of our knowledge, this work is pioneering in its provision of a holistic sentiment analysis framework tailored to the Portuguese retail context, marking an advancement for both the academic field and industry application.
期刊介绍:
ACS Applied Materials & Interfaces is a leading interdisciplinary journal that brings together chemists, engineers, physicists, and biologists to explore the development and utilization of newly-discovered materials and interfacial processes for specific applications. Our journal has experienced remarkable growth since its establishment in 2009, both in terms of the number of articles published and the impact of the research showcased. We are proud to foster a truly global community, with the majority of published articles originating from outside the United States, reflecting the rapid growth of applied research worldwide.