Pulse: Mining Customer Opinions from Free Text

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.

• Type: Conference
• Year: 2005
• Where: IDA
• Authors: Michael Gamon, Anthony Aue, Simon Corston-Oliver, Eric K. Ringger
• Keywords: Customer Free Text, Free Text, Free Text Customer, IDA 2005