Roles of Natural Language Processing in New Product Development Process: Literature Review
DOI:
https://doi.org/10.26593/jrsi.v13i1.6790.117-130Keywords:
natural language processing, new product development, voice of customer, Big DataAbstract
Customer satisfaction is a key success factor for a business. To provide products that meet customer satisfaction, companies must be able to understand the customers’ needs and desires. Technological developments nowadays have helped companies to understand customer desires more easily so that companies can provide products that satisfy their customer. Natural Language Processing (NLP) is a technology that allows computers to process human language. NLP is also commonly referred as text-mining. NLP has been utilized in the New Product Development (NPD) process. We compiled studies related to NLP and NPD and conducted a literature review to map out how far NLP has been utilized in NPD processes. We found that in this era of Big Data, current NLP studies most often have the goal to process text data from online reviews on e-commerce and from social media. By using NLP, large amounts of data can produce valuable Voice of Customer (VOC) information for product development. We also found that NLP technology also has been utilized in other NPD processes that do not involve VOC, such as the design stage, document processing, and extraction of requirements in the NPD process.
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