AI Assisted Customer Review Sentiment Analysis and Department Classification Tool

Sentiment analysis is a crucial technique in electronic commerce as it enables businesses to understand customer opinions and emotions about products or services. By analyzing customer reviews, a company can enhance a product or service, improve customer satisfaction, adjust marketing strategies, and even increase sales by addressing negative comments. Accordingly, this study proposes an artificial i ntelligence integrated Python application to perform sentiment analysis on customer reviews to determine whether the review is positive, neutral, or negative. Moreover, a department classification m odel is also proposed to match each customer review to its potential department, such as logistics, sales, etcetera. For evaluation purposes, a benchmark study is utilized. The proposed model achieves an accuracy of 93.7% while deciding the sentiment of a particular review. On the other hand, the department classification model achieves an accuracy of 93%. Furthermore, a user-friendly Python application is developed to make the models more accessible and easy to use.