Using Sentiment Analysis for Exploring the ‘Voice of Customer’ for AIB Banking.

Brona McKnight, Technological University Dublin

Document Type Theses, Masters

A dissertation submitted in partial fulfillment of the requirements of Technological University Dublin for the degree of M.Sc. in Computer Science (Data Analytics)


Allied Irish Bank and their ‘Voice of Customer’ programme has accumulated a rich source of digitally available textual sources in the form of survey responses from their customers. This large collection of unstructured content contains relevant customer input, however, humans can only deal with a limited amount of unstructured content in a given time. To address this problem, the concept of sentiment analysis has been established to help human's process large amounts of unstructured content. Sentiment analysis or opinion mining is the methodology of computationally identifying and categorizing opinions expressed in a piece of text, in order to determine whether the review writer's attitude towards a particular topic or product is a polarity of positive, negative, or neutral.