期刊名称：Lecture Notes in Engineering and Computer Science
印刷版ISSN：2078-0958
电子版ISSN：2078-0966
出版年度：2019
卷号：2239
页码：347-351
出版社：Newswood and International Association of Engineers
摘要：Nowadays, there are a large number of users who
post complaints about a certain service on the Internet. Because
users have various values and views, even if they receive the
same service, they may complain in different ways. However, it
is quite difficult to respond to various user demands for service
in real time and there are almost no direct solutions when users
feel dissatisfied with a certain service. Therefore, in this paper,
we propose a method that generates query keywords according
to various user complaints about a certain service for collecting
advice. To generate query keywords, we extract the company
names, complaint topic words and advice topic words from
complaint data. Then suitable web pages containing advice are
recommended from the results of the query. This advice could
address users’ dissatisfaction and respond to their different
demands in a comprehensive way.
