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Supporting customer-oriented marketing with artificial intelligence: automatically quantifying customer needs from social media

Kühl, Niklas ORCID iD icon 1; Mühlthaler, Marius 1; Goutier, Marc 1
1 Karlsruhe Service Research Institute (KSRI), Karlsruher Institut für Technologie (KIT)

Abstract (englisch):

The elicitation and monitoring of customer needs is an important task for businesses, allowing them to design customer-centric products and services and control marketing activities. While there are different approaches available, most lack in automation, scalability and monitoring capabilities. In this work, we demonstrate the feasibility towards an automated prioritization and quantification of customer needs from social media data. To do so, we apply a supervised machine learning approach on the example of previously labeled Twitter data from the domain of e-mobility. We descriptively code over 1000 German tweets and build eight distinct classification models, so that a resulting artifact can independently determine the probabilities of a tweet containing each of the eight previously defined needs. To increase the scope of application, we deploy the machine learning models as part of a web service for public use. The resulting artifact can provide valuable insights for need elicitation and monitoring when analyzing user-generated content on a large scale.

DOI: 10.1007/s12525-019-00351-0
Zitationen: 45
Zitationen: 52
Zugehörige Institution(en) am KIT Karlsruhe Service Research Institute (KSRI)
Publikationstyp Zeitschriftenaufsatz
Publikationsdatum 01.06.2020
Sprache Englisch
Identifikator ISSN: 1019-6781, 1422-8890
KITopen-ID: 1000095764
Erschienen in Electronic markets
Verlag Springer
Band 30
Heft 2
Seiten 351–367
Vorab online veröffentlicht am 15.06.2019
Nachgewiesen in Scopus
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