The present invention is directed to a
system, method, and article of manufacture that employs a sentiment engine for conducting sentiment and
influence analysis of various types of messages from the
social media hosts or websites to extract opinions on different categories, which includes services, products or hotels, and others, collectively referred to as “the keyword product”. The sentiment engine includes a sentiment module configured to gather opinions or determine sentiment expressed in documents, a
crawling module configured to servers of
social network websites to obtain at least a subset of the documents or opinions from
social media websites, a keyword module configured to extract keywords from documents, a filtering module configured to filter keywords and documents, and a classification module configured to classify documents, sentences, and / or keywords, a polarity prediction module configured to predict the polarity of a sentiment
sentence, and a
social media net
promoter score configured to calculate a loyalty metric of users from social media websites, and a message analysis module configured to conduct analysis of a message from host social media sites, forums, blogs and product / service providers. The message analysis module includes analyzing message from other host social media sites.