Sentiment Analysis for Automated Email Response: A Review

Abstract

Machine learning is growing and developing at an exceptional rate. Artificial bots are incorporated with various techniques to handle different scenarios and to come up with accurate solutions using Artificial Intelligence. Researchers have used different machine learning techniques for sentiment analysis. As we know a business breathes on gratification of its customers. The experience of customers can be either positive, negative or neutral. Owing to the internet era this experience becomes the text of their online feedback in form of email or review. Email is the most widely used format especially in big organizations. Most of the email responses are repetitive so there is a need to automate them which will save a lot of time. Lack of provision to detect emails with complaints cause the delay in the response and resolution process. The aim of this paper is to summarize the research work done by different researchers in sentiment analysis and find new ways of improving it using Robotic process Automation and sentiment analysis.

Keywords: IMDB, RPA, Neural Networks, Classification, Polarity