A Scalable Framework for Customer Sentiment Analysis in the Telecommunication Industry

Abstract

Big Data explosion is a phenomenon of the 21st century. Nowadays, more and more people are using the internet and creating new data regarding ideas, opinions, feelings or their views on a variety of topics and products. The micro-blogging platform Twitter is very popular and produces massive amount of data every fraction of a second and useful information may be generated from them. Sentiment analysis or opinion mining plays a major role in discovering all this information by analyzing these data and gain better insight of the public opinion on any subject in specific. In this paper a framework is proposed, built on top of the Hadoop ecosystem, for analyzing data from Twitter using a domain-specific Lexicon (in Greek). © 2021 IEEE.