Fine analysis of opinions in corpuses of Customer Satisfaction (ASSC)

Date: 10/2019 - 10/2023
Funding: Autres
Call: MMA
Partners: MMA (France)

The MMA group (Mutuelles du Mans Assurances), the leading player in property and casualty insurance in France, is highly involved in the analysis of customer paths. In a customer relationship strategy, MMA wants to determine the factors of satisfaction, commitment and recommendation. Its marketing department conducts satisfaction surveys to collect numerous textual feedback from customers. The volume collected is such that it is impossible to manually process all of this data. That is why the MMA group has called on LIUM’s knowledge to automatically analyze opinion information. Thus, the purpose of this project is to propose an experimental prototype to obtain a detailed and relevant analysis of the subjective content of MMA corpuses. In this context, several scientific issues will be addressed, including: detection of subjectivity, construction of a robust and relevant continuous representation space, fine detection of opinion by considering its target, its polarity and its intensity.