Chapter 13

SOMA: The Smart Social Customer Relationship Management Tool

Handling Semantic Variability of Emotion Analysis With Hybrid Technologies

L. Dinia; A. Bittar*,a; C. Robin,a; F. Segond,b; M. Montaner§,c    a Holmes Semantic Solutions, Gières, Franceb Viseo Technologies, Grenoble, Francec Strategic Attention Management, Girona, Spain*§


SOMA is a smart social customer relationship management tool for companies aiming to monitor and automatically deal with customers’ complaints and interactions in social networks. Emotion detection is crucial in analyzing customers’ messages and to empathize with them. Part of the project consists in highlighting, in a social ...

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