Advanced International Journal of Multidisciplinary Research

E-ISSN: 2584-0487

An Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Volume 3 Issue 1
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AI-Driven Sentiment Analysis for IT Service Improvement: Leveraging Digital Marketing Data to Enhance User Experience

Author(s) MD Nadil khan, Rajesh Paul, Nishat Margia Islam, Ali Hassan, MD Mohaiminul Hasan, Mohammad Rakibul Hasan, Sarowar Hossain
Country United States
Abstract The advancement of artificial intelligence in different industries has also changed the face of business especially IT service Management. In this work, we investigate the use of big data analytics and specifically sentiment analysis to assess the potential of enhancing IT service delivery through incorporation of digital marketing data for improved user satisfaction. This study seeks to show that through the application of AI, it is possible to identify content and sentiment of the users from digital marketing channels including social media, reviews and forums in relation to IT service strategy. We then employed these models based on advanced AI algorithms for sentiment classification and analysis to real large datasets of user feedbacks to generate relevant information. The research design is a quantitative sentiment analysis study where qualitative user experience evaluation is integrated to determine the effectiveness of AI solutions. It is established that the sentiment analysis models can be used to predict the trends in user satisfaction and hence point out the areas that need attention in IT services. This study’s contribution is to combine digital marketing data, a research object that is not commonly used in the context of IT service management, to connect the marketing understanding with service execution. This paper extends the current research in the following ways by presenting real data on the applicability and effectiveness of AI for sentiment analysis to enhance IT services. It has identified the use of digital marketing data as a useful tool to help IT managers improve service quality and user experience. The conclusion of this research has important implications for organisations that are interested in improving customer satisfaction and organisational performance.
Keywords Sentiment Analysis, AI, IT Service Improvement, Digital Marketing Data, User Experience
Discipline Other
Published In Volume 3, Issue 1, January-February 2025
Published On 2025-01-08
Cite This AI-Driven Sentiment Analysis for IT Service Improvement: Leveraging Digital Marketing Data to Enhance User Experience - MD Nadil khan, Rajesh Paul, Nishat Margia Islam, Ali Hassan, MD Mohaiminul Hasan, Mohammad Rakibul Hasan, Sarowar Hossain - AIJMR Volume 3, Issue 1, January-February 2025.
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