Electronics, Vol. 12, Pages 4538: Utilising Artificial Intelligence to Turn Reviews into Business Enhancements through Sentiment Analysis

Electronics, Vol. 12, Pages 4538: Utilising Artificial Intelligence to Turn Reviews into Business Enhancements through Sentiment Analysis

Electronics doi: 10.3390/electronics12214538

Authors: Eliza Nichifor Gabriel Brătucu Ioana Bianca Chițu Dana Adriana Lupșa-Tătaru Eduard Mihai Chișinău Raluca Dania Todor Ruxandra-Gabriela Albu Simona Bălășescu

The use of sentiment analysis methodology has become crucial for e-commerce enterprises in order to optimise their marketing tactics. In the present setting, the authors strive to demonstrate the ethical and efficient use of artificial intelligence in the realm of business. The researchers used qualitative research methodologies to analyse a total of 1687 evaluations obtained from 85 online retailers associated with electronic commerce Europe Trustmark. These stores were linked with 18 different nations and operated over 14 distinct domains. The investigation used the combined power of natural language processing and machine learning, implemented via a Software-as-a-Service (SaaS) platform. The results of the study indicate that consumers often exhibit a neutral emotional tone while leaving one-star ratings. Although the influence of unfavourable evaluations is generally limited, it highlights the need for more attentiveness in their management. The extent to which users interact with goods and services has a substantial impact on the probability of publishing reviews, regardless of whether the encountered experience is unpleasant or favourable. The authors urge for the acquisition of tools and skills in order to boost the efficiency of managers and experts in parallel with expanding technological landscapes, with a particular emphasis on the utilisation of artificial intelligence for sentiment analysis.