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Word Association
  • Manufacturing, Quality, Service

Word Association

An analysis of ASQ virtual chat messages during COVID-19

Publication:
Quality Progress
Date:
March 2023
Issue:
Volume 56 Issue 3
Pages:
pp. 32-39
Author(s):
Alexander, Melvin
Organization(s):
Retired statistical quality engineering analytician, Greensboro, NC

Abstract

During a virtual meeting, determining the outlook of a person based solely on words used during the meeting will pass from being purely a novelty to informing customer service interactions, to automatically determining the effectiveness of marketing campaigns and to guiding business relationships in real time. Sentiment analysis, which is a part of natural language processing, uses text tokens and the scores associated with them via different lexical dictionaries to give a general bent on a person's participatory statements to a conversation. While the test in this article is limited in scope, it demonstrates requirements for and limitations to good sentiment analysis—including simply correlating through feedback—and the road ahead for development of live models.

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