Computational Intelligence Applications for Text and Sentiment Data Analysis explores the most recent advances in text information processing and data analysis technologies, specifically focusing on sentiment analysis from multifaceted data. The book investigates a wide range of challenges involved in the accurate analysis of online sentiments, including how to i) identify subjective information from text, i.e., exclusion of ‘neutral’ or ‘factual’ comments that do not carry sentiment information, ii) identify sentiment polarity, and iii) domain dependency. Spam and fake news detection, short abbreviation, sarcasm, word negation, and a lot of word ambiguity are also explored. Further chapters look at the difficult process of extracting sentiment from different multimodal information (audio, video and text), semantic concepts. In each chapter, the book's authors explore how computational intelligence (CI) techniques, such as deep learning, convolutional neural network, fuzzy and rough set, global optimizers, and hybrid machine learning techniques play an important role in solving the inherent problems of sentiment analysis applications.

Emotion Analysis from Natural Language Texts is gaining ground under the umbrella of subjectivity analysis and affect computing. In this Book, concepts, motivation, approaches and applications of Emotion Analysis are discussed in terms of the main challenging tasks such as feature representation schema and emotion classification at word and sentence level granularities. A prototype is described and assessed to analyse emotions, its components and their association from different available datasets. Experiments and final outcomes highlight the promise of the approach and some open research problems.

CRACKING THE CSAT CODE offers the BPO industry a solution to not only hold its ground, but grow again by delivering exceptionally good customer experience. It takes the reader through the range of BPO processes and how each step can be imbues with concern for the needs of the customer. While offering no effortless silver bullet, the book delves into the various ways, Indian and Filipino contact centers can deliver world class customer experience. The book digs deep to show that contact centers in this part of the world need to understand their audience from a cultural context, while improving their internal processes from hiring and training to service delivery. BPO Executives and those working on improving customer experience would find this book a treasure trove of best practices which could be implemented with ease. Management literature buffs too would find it a good read, replete with interesting insights into the working of the globalized outsourcing industry.