Pulse: mining customer opinions from free text

  • Authors:
  • Michael Gamon;Anthony Aue;Simon Corston-Oliver;Eric Ringger

  • Affiliations:
  • Natural Language Processing, Microsoft Research, Redmond, WA;Natural Language Processing, Microsoft Research, Redmond, WA;Natural Language Processing, Microsoft Research, Redmond, WA;Natural Language Processing, Microsoft Research, Redmond, WA

  • Venue:
  • IDA'05 Proceedings of the 6th international conference on Advances in Intelligent Data Analysis
  • Year:
  • 2005

Quantified Score

Hi-index 0.01

Visualization

Abstract

We present a prototype system, code-named Pulse, for mining topics and sentiment orientation jointly from free text customer feedback. We describe the application of the prototype system to a database of car reviews. Pulse enables the exploration of large quantities of customer free text. The user can examine customer opinion “at a glance” or explore the data at a finer level of detail. We describe a simple but effective technique for clustering sentences, the application of a bootstrapping approach to sentiment classification, and a novel user-interface.