SentimentLens: Reconciling Sentiment and Ratings via Dual-Modality in the Hospitality Sector
Researchers have developed SentimentLens, a system designed to analyze user-generated hotel reviews to extract actionable insights. This Aspect-Based Sentiment Analysis framework categorizes reviews, identifies sentiment towards specific aspects, and reconciles textual sentiment with numerical ratings. Applied to over 10,000 hotel reviews, SentimentLens revealed variations in traveler sentiment across regions and service categories, highlighting areas for improvement in the hospitality sector. AI
IMPACT Provides a framework for extracting structured insights from unstructured user reviews, potentially improving service quality and data-driven decision-making in the hospitality industry.