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Dialogmarketing Perspektiven 2014/2015 pp 129–149Cite as

Automatische Auswertung von Kundenmeinungen – Opinion Mining am Beispiel eines Projekts für die Versicherungswirtschaft

Zusammenfassung

Mit der zunehmenden Menge textueller Daten im Web 2.0 wächst auch die Notwendigkeit der maschinellen Auswertung dieser Daten, beispielsweise um in Texten geäußerte Meinungen aufzuspüren (Opinion Mining). Im vorliegenden Beitrag wird das Aspect-based Opinion Mining – ein Verfahren mit sehr hohem Detaillierungsgrad – für deutschsprachige Texte anhand eines Projekts für die Versicherungswirtschaft vorgestellt. Es wird gezeigt, dass in Bewertungsplattformen geäußerte Meinungen zu Produkten und Services von Versicherungen mit einer Genauigkeit von etwa 90% und einer Vollständigkeit von ca. 80% für positive und ca. 60% für negative Meinungen erkannt werden können.

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  1. Hochschule für Angewandte Wissenschaften Hof Institut für Informationssysteme, Alfons-Goppel-Platz 1, Hof, 95028, Deutschland

    Dirk Reinel & Prof. Dr. Jörg Scheidt

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  1. Dirk Reinel
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  2. Prof. Dr. Jörg Scheidt
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    Reinel, D., Scheidt, J. (2015). Automatische Auswertung von Kundenmeinungen – Opinion Mining am Beispiel eines Projekts für die Versicherungswirtschaft. In: Dialogmarketing Perspektiven 2014/2015. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-08876-7_6

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    • DOI: https://doi.org/10.1007/978-3-658-08876-7_6

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