As user-generated content has increased, sentiment extraction has become more important. Typical use cases are:
- Support Forum
A software company has an online forum where users can share knowledge and ask each other questions about how to use its products. If a user post shows appreciation or shares information, the company support staff need not respond. However, if a user post shows frustration at an unanswered question, or anger at a product the support staff can react as soon as possible.
- Mining User-Generated Reviews
A retailer has a web site where customers can submit reviews of its products. The retailer wants to get feedback about the products by analyzing these reviews, rather than by sending customers questionnaires.
- Online Reputation Management
A company wants to protect its brand and reputation by monitoring negative news, blog entries, reviews, and comments on the Internet.