Sentiment Analysis of German Emails: A Comparison of Two Approaches

Bernd Markscheffel, Markus Haberzettl

2019

Abstract

The increasing number of emails sent daily to the customer service of companies confronts them with new challenges. In particular, a lack of resources to deal with critical concerns, such as complaints, poses a threat to customer relations and the public perception of companies. Therefore, it is necessary to prioritize these concerns in order to avoid negative effects. Sentiment analysis, i.e. the automated recognition of the mood in texts, makes such prioritisation possible. The sentiment analysis of German-language emails is still an open research problem. Moreover, there is no evidence of a dominant approach in this context. Therefore two approaches are compared, which are applicable in the context of the problem definition mentioned. The first approach is based on the combination of sentiment lexicons and machine learning methods. This is to be extended by the second approach in such a way that in addition to the lexicons further features are used. These features are to be generated by the use of feature extraction methods. The methods used in both approaches are investigated in a systematic literature search. A Gold Standard corpus is generated as basis for the comparison of these approaches. Systematic experiments are carried out in which the different method combinations for the approaches are examined. The results of the experiments show that the combination of feature extracting methods with Sentiment lexicons and machine learning approaches generates the best classification results.

Paper Citation

in Harvard Style

Markscheffel B. and Haberzettl M. (2019). Sentiment Analysis of German Emails: A Comparison of Two Approaches.In Proceedings of the 8th International Conference on Data Science, Technology and Applications - Volume 1: DATA, ISBN 978-989-758-377-3, pages 385-391. DOI: 10.5220/0008114803850391

in Bibtex Style

@conference{data19,
author={Bernd Markscheffel and Markus Haberzettl},
title={Sentiment Analysis of German Emails: A Comparison of Two Approaches},
booktitle={Proceedings of the 8th International Conference on Data Science, Technology and Applications - Volume 1: DATA,},
year={2019},
pages={385-391},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008114803850391},
isbn={978-989-758-377-3},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 8th International Conference on Data Science, Technology and Applications - Volume 1: DATA,
TI - Sentiment Analysis of German Emails: A Comparison of Two Approaches
SN - 978-989-758-377-3
AU - Markscheffel B.
AU - Haberzettl M.
PY - 2019
SP - 385
EP - 391
DO - 10.5220/0008114803850391