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Journal of Information Technology

, Volume 25, Issue 2, pp 178–188 | Cite as

SEMO: a framework for customer social networks analysis based on semantics

  • Ángel García-Crespo
  • Ricardo Colomo-Palacios
  • Juan Miguel Gómez-Berbís
  • Belén Ruiz-Mezcua
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.

Keywords

social networks customer relationship management semantics emotions natural language processing 

Notes

Acknowledgements

This work is supported by the Spanish Ministry of Industry, Tourism, and Commerce under the EUREKA project SITIO (TSI-020400-2009-148), SONAR2 (TSI-020100-2008-665) and GO2 (TSI-020400-2009-127).

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Copyright information

© Association for Information Technology Trust 2010

Authors and Affiliations

  • Ángel García-Crespo
    • 1
  • Ricardo Colomo-Palacios
    • 1
  • Juan Miguel Gómez-Berbís
    • 1
  • Belén Ruiz-Mezcua
    • 1
  1. 1.Computer Science DepartmentUniversidad Carlos III de MadridMadridSpain

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