NLP-Based Customer Loyalty Improvement Recommender System (CLIRS2)

Abstract

Structured data on customer feedback is becoming more costly and timely to collect and organize. On the other hand, unstructured opinionated data, e.g., in the form of free-text comments, is proliferating and available on public websites, such as social media websites, blogs, forums, and websites that provide recommendations. This research proposes a novel method to develop a knowledge-based recommender system from unstructured (text) data. The method is based on applying an opinion mining algorithm, extracting aspect-based sentiment score per text item, and transforming text into a structured form. An action rule mining algorithm is applied to the data table constructed from sentiment mining. The proposed application of the method is the problem of improving customer satisfaction ratings. The results obtained from the dataset of customer comments related to the repair services were evaluated with accuracy and coverage. Further, the results were incorporated into the framework of a web-based user-friendly recommender system to advise the business on how to maximally increase their profits by introducing minimal sets of changes in their service. Experiments and evaluation results from comparing the structured data-based version of the system CLIRS (Customer Loyalty Improvement Recommender System) with the unstructured data-based version of the system (CLIRS2) are provided.

Keywords

• recommender systems
• sentiment analysis
• action rules