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A Knowledge-Based User Feedback Classification Approach for Software Support

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Progress in Artificial Intelligence and Pattern Recognition (IWAIPR 2023)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 14335))

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Abstract

The analysis of the textual content of user opinions on social networks about software applications in use can provide valuable information to the development and support teams, in terms of errors, dissatisfactions, new functional requirements, among others. The paper presents a solution based on intelligent technologies to automatically classify whether or not the content of a review is relevant to a software support team. This solution combines machine learning algorithms, with the use of a domain-specific glossary for feature selection, in predicting the relevance of reviews. The proposed solution was evaluated experimentally with three datasets, specifically Facebook, Tapfish and SwiftKey, and the results obtained were very promising.

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Author information

Authors and Affiliations

  1. Universidad de Las Ciencias Informáticas (UCI), Havana, La Habana, Cuba

    Vladimir Milián Núñez & Héctor González Diéz

  2. Universidad Tecnológica de La Habana “José Antonio Echeverría”, Havana, La Habana, Cuba

    Thalía Blanco Martín, Alfredo Simón-Cuevas & Anaisa Hernández González

Authors
  1. Vladimir Milián Núñez
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  2. Thalía Blanco Martín
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  3. Alfredo Simón-Cuevas
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  4. Héctor González Diéz
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  5. Anaisa Hernández González
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Corresponding authors

Correspondence to Vladimir Milián Núñez or Alfredo Simón-Cuevas .

Editor information

Editors and Affiliations

  1. Universidad de las Ciencias Informáticas, Havana, Cuba

    Yanio Hernández Heredia

  2. Universidad de las Ciencias Informáticas, Havana, Cuba

    Vladimir Milián Núñez

  3. Universidad de las Ciencias Informáticas, Havana, Cuba

    José Ruiz Shulcloper

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Milián Núñez, V., Blanco Martín, T., Simón-Cuevas, A., González Diéz, H., Hernández González, A. (2024). A Knowledge-Based User Feedback Classification Approach for Software Support. In: Hernández Heredia, Y., Milián Núñez, V., Ruiz Shulcloper, J. (eds) Progress in Artificial Intelligence and Pattern Recognition. IWAIPR 2023. Lecture Notes in Computer Science, vol 14335. Springer, Cham. https://doi.org/10.1007/978-3-031-49552-6_21

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  • DOI: https://doi.org/10.1007/978-3-031-49552-6_21

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-49551-9

  • Online ISBN: 978-3-031-49552-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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