Businesses need to use sentiment analysis, powered by artificial intelligence and machine learning to forecast accurately whether or not consumers are satisfied with their offerings. This paper uses a deep learning model to analyze thousands of reviews of Amazon Alexa to predict customer sentiment. The proposed model can be directly applied to any company with an online presence to detect customer sentiment from their reviews automatically. This research aims to present a suitable method for analyzing the users' reviews of Amazon Echo and categorizing them into positive or negative thoughts. A dataset containing reviews of 3150 users has been used in this research work. Initially, a word cloud of positive and negative reviews was plotted, which gave a lot of insight from the text data. After that, a deep learning model using a multinomial naive Bayesian classifier was built and trained using 80% of the dataset. Then the remaining 20% of the dataset was used to test the model. The proposed model gives 93% accuracy. The proposed model has also been compared with four models used in the same domain, outperforming three.
Keywords: alexa; amazon; artificial intelligence; internet of things; machine learning; natural language processing; smart devices.