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http://dx.doi.org/10.15207/JKCS.2021.12.7.193

Exploring user experience factors through generational online review analysis of AI speakers  

Park, Jeongeun (Graduate School of Information, Yonsei University)
Yang, Dong-Uk (Graduate School of Information, Yonsei University)
Kim, Ha-Young (Graduate School of Information, Yonsei University)
Publication Information
Journal of the Korea Convergence Society / v.12, no.7, 2021 , pp. 193-205 More about this Journal
Abstract
The AI speaker market is growing steadily. However, the satisfaction of actual users is only 42%. Therefore, in this paper, we collected reviews on Amazon Echo Dot 3rd and 4th generation models to analyze what hinders the user experience through the topic changes and emotional changes of each generation of AI speakers. By using topic modeling analysis techniques, we found changes in topics and topics that make up reviews for each generation, and examined how user sentiment on topics changed according to generation through deep learning-based sentiment analysis. As a result of topic modeling, five topics were derived for each generation. In the case of the 3rd generation, the topic representing general features of the speaker acted as a positive factor for the product, while user convenience features acted as negative factor. Conversely, in the 4th generation, general features were negatively, and convenience features were positively derived. This analysis is significant in that it can present analysis results that take into account not only lexical features but also contextual features of the entire sentence in terms of methodology.
Keywords
AI Speaker; Online Review Analysis; Topic Modeling; Sentiment Analysis; User Experience;
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