Patent ID: 7698129

Claim:
An information processor, which performs processing of analyzing customer needs by using customer opinion information, comprising: a storage unit which stores a database in which plural customer opinion information is registered, the customer opinion information including text-format document data of opinions from customers expressed in natural language concerning one of a product and a service to be analyzed; a morphological analysis unit which parses into individual words the document data contained in the customer opinion information registered in the database, correlates each parsed individual word to a grammatical part of speech, and outputs data correlating the individual words to their grammatical parts of speech; a syntactic analysis unit which uses the data outputted from the morphological analysis unit to analyze content of the document according to relationships among the individual words; a clustering unit which uses the processing results from the syntactic analysis unit to categorize the plural customer opinion information according to predetermined customer needs, and outputs the customer opinion information categorized according to the customer needs; an evaluative word definition unit which receives, from a user, a setting of a keyword for evaluating a customer need, and further receives an input of an evaluation value that is correlated to the received keyword to show an evaluative level of the keyword; and an evaluation unit which obtains the customer opinion information categorized according to the customer needs, extracts the keyword for each item of the customer opinion information, from the document data contained in the customer opinion information, and calculates a score showing a level of importance of the customer need in which the evaluation values correlated to the extracted keyword are tallied, wherein the evaluative word definition unit obtains from the morphological analysis unit the data correlating each individual word to a grammatical part of speech, sorts the obtained data according to each grammatical part of speech, presents to the user the individual words sorted according to each grammatical part of speech, and receives settings of keywords from among the individual words that are presented, according to a request from the user.