Multi-agent framework for social CRM: Extracting and analyzing opinions

Abstract

Numerous studies have discussed the benefits of using social networks, even companies started to exploit the usefulness of this valuable information sources. Collecting social data then integrating them into a CRM (Customer Relationship Management) has led companies to understand the customer needs and therefore to improve the development process of their products or their services quality. In this work, we propose a multi-agent framework for analyzing extracted opinions from social media. In the development process, we were brought to consider the huge volumes of data (Big Data) and the response time. To do so, an architecture based on Map/Reduce analysis using Hadoop was made in order to perform the data refinement (classify or remove special words or delete the unvaluable reviews) and sentiment analysis (Sentigem). Finally, a study case using Twitter (Twitter4J API) as a data source, was made to verify the effectiveness of the proposed framework.