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Text Mining of Online News and Social Data About Chatbot Service

  • Yunjik Jeong
  • Jaehye Suk
  • Jihyung Hong
  • Dongmin Kim
  • Kee Ok Kim
  • Hyesun Hwang
Conference paper
Part of the Communications in Computer and Information Science book series (CCIS, volume 850)

Abstract

The growth in World Wide Web (WWW) has made it difficult for any user to access the information they require, quickly and simply. With such demands and artificial intelligence technology advances, many companies have recently launched chatbot services. A chatbot can be considered a question–answer system in which experts provide knowledge on users’ behest. It often acts as a personal assistant also. Collaboration between artificial and human intelligence is necessary to increase and improve the ease of user interactions with systems. If it does, the chatbot may progress to a real virtual human over time. This study has tried to investigate the issue of and consumers’ reactions to chatbot services through online news and social media data. Through text mining, this study analyzes the positive and negative expressions about chatbot services. Ultimately, this study will be useful for future research on consumer satisfaction with chatbots. This paper can also possibly analyze and seek implications of the online news and social media perspective.

Keywords

Chatbot service Text mining Online news media Social media 

References

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Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  • Yunjik Jeong
    • 1
  • Jaehye Suk
    • 1
  • Jihyung Hong
    • 1
  • Dongmin Kim
    • 1
  • Kee Ok Kim
    • 1
  • Hyesun Hwang
    • 1
  1. 1.Sungkyunkwan UniversitySeoulSouth Korea

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