Article citation study: Context enhanced citation sentiment detection

Citation sentimet analysis is one of the little studied tasks for scientometric analysis. For citation analysis, we developed eight datasets comprising citation sentences, which are manually annotated by us into three sentiment polarities viz. positive, negative, and neutral. Among eight datasets, three were developed by considering the whole context of citations. Furthermore, we proposed an ensembled feature engineering method comprising word embeddings obtained for texts, parts-of-speech tags, and dependency relationships together. Ensembled features were considered as input to deep learning based approaches for citation sentiment classification, which is in turn compared with Bag-of-Words approach. Experimental results demonstrate that deep learning is useful for higher number of samples, whereas support vector machine is the winner for smaller number of samples. Moreover, context-based samples are proved to be more effective than context-less samples for citation sentiment analysis.

CUDA-Self-Organizing feature map based visual sentiment analysis of bank customer complaints for Analytical CRM

With the widespread use of social media, companies now have access to a wealth of customer feedback data which has valuable applications to Customer Relationship Management (CRM). Analyzing customer grievances data, is paramount as their speedy non-redressal would lead to customer churn resulting in lower profitability. In this paper, we propose a descriptive analytics framework using Self-organizing feature map (SOM), for Visual Sentiment Analysis of customer complaints. The network learns the inherent grouping of the complaints automatically which can then be visualized too using various techniques. Analytical Customer Relationship Management (ACRM) executives can draw useful business insights from the maps and take timely remedial action. We also propose a high-performance version of the algorithm CUDASOM (CUDA based Self Organizing feature Map) implemented using NVIDIA parallel computing platform, CUDA, which speeds up the processing of high-dimensional text data and generates fast results. The efficacy of the proposed model has been demonstrated on the customer complaints data regarding the products and services of four leading Indian banks. CUDASOM achieved an average speed up of 44 times. Our approach can expand research into intelligent grievance redressal system to provide rapid solutions to the complaining customers.