SEMO: A Framework for Customer Social Networks Analysis Based on Semantics

Authors

Ángel García-Crespo, Computer Science Department, Universidad Carlos III de Madrid, Madrid, Spain
Ricardo Colomo-Palacios, Computer Science Department, Universidad Carlos III de Madrid, Madrid, SpainFollow
Juan Miguel Gómez-Berbís, Computer Science Department, Universidad Carlos III de Madrid, Madrid, Spain
Belén Ruiz-Mezcua, Computer Science Department, Universidad Carlos III de Madrid, Madrid, Spain

Document Type

Research Article

Abstract

The increasing importance of the Internet in most domains has brought about a paradigm change in consumer relations. The influence of Social Networks has entered the Customer Relationship Management domain under the coined term CRM 2.0. In this context, the need to understand and classify the interactions of customers by means of new platforms has emerged as a challenge for both researchers and professionals worldwide. This is the perfect scenario for the use of SEMO, a platform for Customer Social Networks Analysis based on Semantics and emotion mining. The platform benefits from both semantic annotation and classification and text analysis, relying on techniques from the Natural Language Processing domain. The results of the evaluation of the experimental implementation of SEMO reveal a promising and viable platform from a technical perspective.

DOI

10.1057/jit.2010.1

Recommended Citation

García-Crespo, Ángel; Colomo-Palacios, Ricardo; Gómez-Berbís, Juan Miguel; and Ruiz-Mezcua, Belén (2010) "SEMO: A Framework for Customer Social Networks Analysis Based on Semantics," Journal of Information Technology: Vol. 25: Iss. 2, Article 7.
DOI: 10.1057/jit.2010.1
Available at: https://aisel.aisnet.org/jit/vol25/iss2/7