Human Ecology Research

The Korean Home Economics Association (대한가정학회)
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Text Mining of Online News, Social Media, and Consumer Review on Artificial Intelligence Service

인공지능 서비스에 대한 온라인뉴스, 소셜미디어, 소비자리뷰 텍스트마이닝

  • Li, Xu (Sungkyunkwan University, Department of Consumer Science / Convergence program for social innovation, College of Social Sciences, Sungkyunkwan University) ;
  • Lim, Hyewon (Sungkyunkwan University, Department of Consumer Science, College of Social Sciences, Sungkyunkwan University) ;
  • Yeo, Harim (Sungkyunkwan University, Department of Consumer Science, College of Social Sciences, Sungkyunkwan University) ;
  • Hwang, Hyesun (Sungkyunkwan University, Department of Consumer Science / Convergence program for social innovation, College of Social Sciences, Sungkyunkwan University)
  • 이욱 (성균관대학교 사회과학대학 소비자학과 / 소셜이노베이션융합전공) ;
  • 임혜원 (성균관대학교 사회과학대학 소비자학과) ;
  • 여하림 (성균관대학교 사회과학대학 소비자학과) ;
  • 황혜선 (성균관대학교 사회과학대학 소비자학과 / 소셜이노베이션융합전공)
  • Received : 2019.09.27
  • Accepted : 2021.01.11
  • Published : 2021.02.28
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Abstract

This study looked through the text mining analysis to check the status of the virtual assistant service, and explore the needs of consumers, and present consumer-oriented directions. Trendup 4.0 was used to analyze the keywords of AI services in Online News and social media from 2016 to 2020. The R program was used to collect consumer comment data and implement Topic Modeling analysis. According to the analysis, the number of mentions of AI services in mass media and social media has steadily increased. The Sentimental Analysis showed consumers were feeling positive about AI services in terms of useful and convenient functional and emotional aspects such as pleasure and interest. However, consumers were also experiencing complexity and difficulty with AI services and had concerns and fears about the use of AI services in the early stages of their introduction. The results of the consumer review analysis showed that there were topics(Technical Requirements) related to technology and the access process for the AI services to be provided, and topics (Consumer Request) expressed negative feelings about AI services, and topics(Consumer Life Support Area) about specific functions in the use of AI services. Text mining analysis enable this study to confirm consumer expectations or concerns about AI service, and to examine areas of service support that consumers experienced. The review data on each platform also revealed that the potential needs of consumers could be met by expanding the scope of support services and applying platform-specific strengths to provide differentiated services.

Keywords

References

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