Unraveling e-WOM patterns using text mining and sentiment analysis

Electronic word-of-mouth (e-WOM) is a very important way for firms to measure the pulse of its online reputation. Today, consumers use e-WOM as a way to interact with companies and share not only their satisfaction with the experience, but also their discontent. E-WOM is even a good way for companies to co-create better experiences that meet consumer needs. However, not many companies are using such unstructured information as a valuable resource to help in decision making. First, because e-WOM is mainly textual information that needs special data treatment and second, because it is spread in many different platforms and occurs in near-real-time, which makes it hard to handle. The current chapter revises the main methodologies used successfully to unravel hidden patterns in e-WOM in order to help decision makers to use such information to better align their companies with the consumer’s needs.info:eu-repo/semantics/acceptedVersio

Do we really care about artificial intelligence? A review on social transformations and ethical challenges of AI for the 21st century

Although Artificial Intelligence (AI) is based on research from the 20th century, computation and new algorithms have only recently allowed AI to gain momentum and practical applications in society. Examples of such uses include self-driving cars and autonomous robots that are changing society and how we interact. Despite these advances, the discussion about the social transformations and ethical implications of this new reality remains scarce. This chapter reviews the current stance of ethical and social transformation discussions on AI and presents a framework for future developments. The main contributions of the chapter allow researchers to understand the major gaps in research that may be explored further in this topic and allow practitioners to gain a better picture of how AI may change society in the near future and how society should prepare for those changes.info:eu-repo/semantics/acceptedVersio