Natural Learning Processing based on Machine Learning Model for automatic analysis of Online Reviews related to Hotels and Resorts

摘要

This article describes the development and implementation of a natural language processing (NLP) model based on machine learning (ML) for automatic analysis of customers' reviews on hotels and resorts written in English. The model performs named entity recognition (NER), relation extraction (RE) as well as sentiment analysis (SA). The performance indicators validate the model, as we obtained an F1 score of 0.79 for ER and 0.61 for RE. Our results prove to be remarkable compared to other models that use similar techniques and technologies. Furthermore, we developed a web application which allows users to benefit from our model to automatically analyze customers' reviews about hotels and resorts.