Understanding Customers’ Transport Services with Topic Clustering and Sentiment Analysis

Abstract

The recent increase in user interaction with social media has completely changed the way customers communicate their opinions, questions, and concerns to brands. For this reason, many companies have established on the top of their agendas the necessity of analyzing the high amounts of user-generated content data in social networks. These analyses are helping brands to understand their customers’ experiences as well as for maintaining a competitive advantage in the sector. Due to this fact, this study aims to analyze and characterize the public opinions from the messages posted by Twitter users while addressing customer services. For this purpose, this study carried out a content analysis of a customer service platform. We extracted the general users’ viewpoints and sentiments of each of the discussed topics by using a wide range of techniques, such as topic modeling, document clustering, and opinion mining algorithms. For training these systems and drawing conclusions, a dataset containing tweets from the English-speaking customers addressing the @Uber_Support platform during the year 2020 has been used.

Keywords

• Twitter
• customer service
• Natural Language Processing
• topic modeling
• genetic algorithm
• local convergence algorithm