Monitoring and Recognizing Enterprise Public Opinion from High-Risk Users Based on User Portrait and Random Forest Algorithm

Abstract

With the rapid development of “We media” technology, netizens can freely express their opinions regarding enterprise products on a network platform. Consequently, online public opinion about enterprises has become a prominent issue. Negative comments posted by some netizens may trigger negative public opinion, which can have a significant impact on an enterprise’s image. From the perspective of helping enterprises deal with negative public opinion, this paper combines user portrait technology and a random forest algorithm to help enterprises identify high-risk users who have posted negative comments and thus may trigger negative public opinion. In this way, enterprises can monitor the public opinion of high-risk users to prevent negative public opinion events. Firstly, we crawled the information of users participating in discussions of product experience, and we constructed a portrait of enterprise public opinion users. Then, the characteristics of the portraits were quantified into indicators such as the user’s activity, the user’s influence, and the user’s emotional tendency, and the indicators were sorted. According to the order of the indicators, the users were divided into high-risk, moderate-risk, and low-risk categories. Next, a supervised high-risk user identification model for this classification was established, based on a random forest algorithm. In turn, the trained random forest identifier can be used to predict whether the authors of newly published public opinion information are high-risk users. Finally, a back propagation neural network algorithm was used to identify users and compared with the results of model recognition in this paper. The results showed that the average recognition accuracy of the back propagation neural network is only 72.33%, while the average recognition accuracy of the model constructed in this paper is as high as 98.49%, which verifies the feasibility and accuracy of the proposed random forest recognition method.

Keywords

• product user experience
• enterprise network public opinion
• identification of high-risk users
• random forest algorithm
• user portrait