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Natural language processing of text customer ratings in the banking sector

The paper compares two approaches to the texts analysis of the online customer ratings. The first approach focuses on a simple statistical analysis of the mentioned words number in ratings with a score from 1 to 5. The second approach applies the Word2Vec algorithm for the text analysis. The first a...

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Bibliographic Details
Main Authors: Urasova, Anna, Oshchepkov, Andrei, Plotnikov, Andrei, Borovyh, Kristina
Format: Conference Proceeding
Language:English
Subjects:
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Summary:The paper compares two approaches to the texts analysis of the online customer ratings. The first approach focuses on a simple statistical analysis of the mentioned words number in ratings with a score from 1 to 5. The second approach applies the Word2Vec algorithm for the text analysis. The first approach shows the most popular words found in ratings. The second approach illustrates non-obvious words that can also be useful in the textual analysis of customer ratings. As a result, the authors came to the following generalization. The first approach forms the latent factor, i.e., “professionalism” (associated with the interaction of clients with a staff). It is presented in ratings as a negative factor (“non-professionalism”). An "organizational" (associated with time and some actions) latent factor is formed on the basis of the second approach (Word2Vec).
ISSN:0094-243X
1551-7616
DOI:10.1063/5.0193411