Using VADER sentiment and SVM for predicting customer response sentiment

作者：

Highlights：

• A LinearSVM model was able to extract e-mail sentiment with a mean AUC of 0.896.

• The model could also predict sentiment for e-mail responses with a mean AUC of 0.805.

• The results suggests possibilities for improved customer support mangement processes.

摘要

•A LinearSVM model was able to extract e-mail sentiment with a mean AUC of 0.896.•The model could also predict sentiment for e-mail responses with a mean AUC of 0.805.•The results suggests possibilities for improved customer support mangement processes.

论文关键词：Sentiment prediction,VADER sentiment,Supervised classification,Customer support,E-mail sentiment analysis,SVM

论文评审过程：Received 3 April 2019, Revised 22 May 2020, Accepted 11 July 2020, Available online 29 July 2020, Version of Record 4 August 2020.

论文官网地址：https://doi.org/10.1016/j.eswa.2020.113746