Analysis of customer reviews for product service system design based on cloud computing

Designing a product service system begins with understanding customer voices. Compared to the traditional methods such as survey, interview, customer review represents a particular kind of big data that contain rich information that is useful for the design of product service system. This paper presents a new framework that integrates a variety of artificial intelligence and machine learning techniques. All proposed operations of the framework can be realized based on the Google Cloud Platform. A case study is conducted to showcase the practical applicability of some key operations such as opinion mining. More than 40,000 customer reviews about the product Kindle White E-reader were analyzed.