Abstract
Reviews and feedback are very important for traveling websites and service providers. Reviews have been shown to be important in the decision-making process. Organizations and businesses are able to improve their goods and services thanks to comments and reviews. It is impossible to read every single review due to the vast number of client input on e-commerce sites including forums, review sites, and blogs. The current approaches for sentiment analysis paint a broad picture of how customers feel. But in order to examine each customer's emotions separately and resolve them, we need to automate this operation. Realistically speaking, reading every review and performing an analysis would be impossible or highly time- and resource-intensive. The model for sentiment analysis of customer reviews using robotic process automation and categorization of the reviews using openAI is proposed in this study. After analysing each customer's sentiment towards a certain airline, ChatGPT was used to categorise the reviews. As a result, we now receive feedback in categories and are aware of each client's emotion, making it simple to enhance the customer experience.
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