Chapter

Advances in Intelligent Data Analysis VI

Volume 3646 of the series Lecture Notes in Computer Science pp 121-132

Pulse: Mining Customer Opinions from Free Text

  • Michael GamonAffiliated withNatural Language Processing, Microsoft Research
  • , Anthony AueAffiliated withNatural Language Processing, Microsoft Research
  • , Simon Corston-OliverAffiliated withNatural Language Processing, Microsoft Research
  • , Eric RinggerAffiliated withNatural Language Processing, Microsoft Research

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Abstract

We present a prototype system, code-named Pulse, for mining topics and sentiment orientation jointly from free text customer feedback. We describe the application of the prototype system to a database of car reviews. Pulse enables the exploration of large quantities of customer free text. The user can examine customer opinion “at a glance” or explore the data at a finer level of detail. We describe a simple but effective technique for clustering sentences, the application of a bootstrapping approach to sentiment classification, and a novel user-interface.