Listening to the customers voice through social network analytics

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1 Listening to the customers voice through social network analytics Χρήστος Κουνάβης & Δρ. Διονύσιος Σωτηρόπουλος 15 ο Συνέδριο InfoCom World 30/10/2013

2 The services Social Network Analytics Listen to the customer Discover your market Target your niche Explore emerging opportunities 2/29

3 The services From data to knowledge 3/29

4 The services Actionable Intelligence Immediacy Competitive Intelligence Brand Management Market monitoring 4/29

5 Greek Case ü Example on Twitter Analysis ü Collecting Real Time twitter data (30/09/ /10/2013) ü Keywords: cosmote, vodafone_gr, wind_hellas 5/29

6 Greek Case: Sentiment Analysis 6/29

7 Greek Case: Topic/Trend Detection Topic #1 Keywords: πρωτοετείς, φοιτητές, προκήρυξη, υποτροφία Tweets per day Προκήρυξη Υποτροφιών OTE-COSMOTE: Δώδεκα χρόνια δίπλα στους πρωτοετείς φοιτητές: Είκοσι (20) υποτροφίες ύψους... Sentiment per day 7/29

8 Greek Case: Topic/Trend Detection Topic #2 Keywords: γρήγορα, πόσο, ξενερώνει, χώρα Πιο γρήγορο από το 4G της COSMOTE είναι το πόσο γρήγορα σε ξενερώνει αυτή η χώρα... Tweets per day Sentiment per day 8/29

9 Greek Case: Topic/Trend Detection Topic #3 Keywords: μόνο, γρήγορο, τελικά, πρωτογενές, νεοναζί Tο μόνο πιο γρήγορο από το 4G της COSMOTE είναι τελικά η κράτηση των νεοναζί... Και το πρωτογενές πλεόνασμα... Tweets per day Sentiment per day 9/29

10 Greek Case: Sentiment Analysis 10/29

11 Greek Case: Topic/Trend Detection Topic #1 Keywords: κέρδισε, διπλές, προσκλήσεις, αγώνα, εθνικής Κέρδισε και εσύ διπλές προσκλήσεις για τον αγώνα της Εθνικής από & Tweets per day Sentiment per day 11/29

12 Greek Case: Topic/Trend Detection Topic #2 Keywords: iphone, καταστήματα, απίστευτο Φήμες θέλουνε το iphone 5S στα ράφια των καταστημάτων της Vodafone, Παρασκευή 18/10 Tweets per day Sentiment per day 12/29

13 Greek Case: Sentiment Analysis 13/29

14 Greek Case: Topic/Trend Detection Τrends not found! 14/29

15 Greek Case: Knowledge based on the trends Large network which discussed : Social activities, Advertisements Small network which discussed : Social activities, New products Limited network which discussed : Technical problems 15/29

16 How? ü Sentiment Analysis at the document, sentence, and aspect level. ü Opinion Holder identification. ü Opinion mining (find trends, trustworthy opinions, spam opinions, and fake reviews). ü Social media analysis (Twitter, YouTube, Facebook, etc.) for product, brand, and people-related opinions. 16/29

17 The tools Beyond-SOTA machine learning algorithms providing superior performance and accuracy in: ü Topic and group modeling ü Text mining and summarization ü Sentiment classification 17/29

18 US Case ü Example on Twitter Analysis ü Collecting Real Time twitter data (11/02/ /02/2013) ü Keywords: at&t, verizon 18/29

19 US Case: Sentiment Analysis 19/29

20 US Case: Topic/Trend Detection Topic #1 Keywords: commercial, kids, little, love, funny, new, guy Nothing in this world is as precious as the kids in the AT&T commercials. Nothing. Tweets per day Sentiment per day 20/29

21 US Case: Topic/Trend Detection Topic #2 Keywords: free, wifi, cloud, hate, customers, deal, offer, network Tweets per day AT&T and WiFi provider The Cloud announce roaming agreement #TheCloud Sentiment per day 21/29

22 US Case: Topic/Trend Detection Topic #3 Keywords: every, you, way, possible, single, person, dear, frustrated Tweets per day Dear AT&T I m curious WHAT DID WE DO WRONG TO RECEIVE SHITTY SERVICE Sentiment per day 22/29

23 US Case: Sentiment Analysis 23/29

24 US Case: Topic/Trend Detection Topic #1 Keywords: phone, get, service, like, dont, fuck This is why everyone needs VERIZON! You ll get service everywhere! Tweets per day Sentiment per day 24/29

25 US Case: Topic/Trend Detection Topic #2 Keywords: fios, lte, commercial, like, sale I love FIOS actually, nvr had any prob with it knock on wood. Tweets per day Sentiment per day 25/29

26 US Case: Knowledge based on the trends Network which discussed : Advertisements, Support, Products Network which discussed : Products, Network Infrastructure 26/29

27 Gaining Competitive Advantage with Advanced Intelligence Tools How satisfied is my market? What does my market need and discuss? 27/29

28 Our team Founders Chris Kounavis 28/29 Academic Advisors Anna Kasimati Dionysios Sotiropoulos George Giaglis Konstantinos Fouskas

29 Thank you! Change Makers Tutorials Let s Learn And Change

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