Podium Review Summarization Turning Reviews into Action Items

A Consulting Project with the Podium Company

Kyle DeGraveInsight Data Science Fellow

Problem DescriptionProblem Description❖ Podium is a software company which helps clients generate and manage

online reviews to improve their business operations❖ What if this process is too successful?

Business

reviews reviews

Too Many Reviews!

The DeliverableAutomatic Parsing❖ Python module to parse reviews for key topics and sentiment❖ Sentiment is how one “feels” about a specific topic on [-1, +1]

+1 Sentiment -1 Sentiment

Automatic Parsing❖ Automation keeps both Podium and client happy❖ Faster processing of data means faster business implementation

Podium Clients

The Review Data❖ 10,000 reviews from the automotive industry❖ Several columns, but only one really matters

10,0

00 ro

ws

The Review Data❖ 10,000 reviews from the automotive industry❖ Several columns, but only one really matters

10,0

00 ro

ws

Algorithm❖ Use Python’s natural language toolkit to process text

reviews really great products“These reviews are about some really great products”

review really great productstop wordslemmatize

review

“review really great product”Final

Algorithm❖ Use Python’s natural language toolkit to process text

reviews really great products“These reviews are about some really great products”

review really great productstop wordslemmatize

unigrams (review), (product)bigrams (review really), (really great), (great product)

POS chunk (review), (really great product)

review

“review really great product”Final

RAKE processing bulk text

Algorithm❖ Use Python’s natural language toolkit to process text

reviews really great products“These reviews are about some really great products”

review really great productstop wordslemmatize

review

“review really great product”Final

“I came to the dealership unhappy, but left happy”-0.3291+0.631

“I came to the dealership happy, but left unhappy”

VADER Sentiment Analysis

Actionable Insights❖ Customer service, overall experience, and car problems❖ Oil change wait time, oil leaks, high-pressure sales staff

unigrams bigrams trigrams

Actionable Insights❖ Customer service, overall experience, and car problems❖ Oil change wait time, oil leaks, high-pressure sales staff

unigrams trigramsbigrams

Actionable Insights❖ Customer service, overall experience, and car problems❖ Oil change wait time, oil leaks, high-pressure sales staff

unigrams trigramsbigrams

Kyle DeGravePhD, Astronomy

New Mexico State University