Telco feedback management system using sentiment analysis

Abstract

Social Media such as Facebook, Twitter, blogs, etc. and social interactions are currently growing in an exploding speed. This leads Social Media in becoming a large repository of valuable opinions of a large scale of different people on numerous products and services. Twitter and Facebook plays a major contribution in social interactions. As such, people share their opinion on Telecommunication service providers using social media. Usually any telecommunication provider in the world provide more than one services, such as Home Broadband, Mobile Devices, Prepaid, Postpaid, Mobile Broadband and Televisions. When people share their opinions and feedbacks on the services which given by any telecommunication providers through social media. Telecommunication providers face a huge challenge in • Categorizing the opinions as positive feedback, negative feedback, questions and statements • Identifying for what services, the opinion is belong to • Assigning the categorized opinion to a support engineer depending on the services which are provided by the telecommunication provider • Replying to opinions, following them and managing them When it’s come to categorizing the opinion, we need a best approach to analyze the text and the data analysis approach should be able to detect only explicitly expressed opinions. And then when it’s come to assigning categorized opinion to a support engineer; it cannot be done from a social media itself. None of the social media allows us to use their platform to manage the individual’s opinion. Same as assigning; replying and managing individual’s opinion cannot be done using any of the social media. This research study will propose a best approach to analyze the text, which are mentioned a telecommunication provider and this study will provide a mechanism or a software solution to manage the opinion raised by the subscriber of a telecommunication. In this thesis project, we focus on using Twitter, one of the most popular social media