Artificial Intelligence and Visual Analytics: A Deep-Learning Approach to Analyze Hotel Reviews & Responses

Chih-Hao Ku, Yung-Chun Chang, Yichuan Wang, Chien-Hung Chen, Shih-Hui Hsiao

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

With a growing number of online reviews, consumers often rely on these reviews to make purchase decisions. However, little is known about managerial responses to online hotel reviews. This paper reports on a framework to integrate visual analytics and machine learning techniques to investigate whether hotel managers respond to positive and negative reviews differently and how to use a deep-learning approach to prioritize responses. In this study, forty 4-and 5-star hotels in London with 91,051 reviews and 70,397 responses were collected and analyzed. Visual analyses and machine learning were conducted. The results indicate most hotels (72.5%) showing no preference to respond to positive and negative reviews. Our proposed deep-learning approach outperformed existing algorithms to prioritize responses.
Original languageEnglish
Title of host publication52nd Hawaii International Conference on System Sciences
Publication statusPublished - Jan 8 2019

Cite this

Ku, C-H., Chang, Y-C., Wang, Y., Chen, C-H., & Hsiao, S-H. (2019). Artificial Intelligence and Visual Analytics: A Deep-Learning Approach to Analyze Hotel Reviews & Responses. In 52nd Hawaii International Conference on System Sciences