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Strategic intelligence of social media analytics: how can social media tell you what your customers are thinking of you! Using isMOOD social network analytics tool to listen to your customers' needs and react to them timely and effectively
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Listening to the customers’ voice through social network analytics Χρήστος Κουνάβης & Δρ. Διονύσιος Σωτηρόπουλος
15ο Συνέδριο InfoCom World
30/10/2013
ismoodcom info@ismood.com www.ismood.com
The services
Social Network Analytics
Listen to the customer Discover your market
Target your niche Explore emerging opportunities
2/29
ismoodcom info@ismood.com www.ismood.com
The services
3/29
From data to knowledge
ismoodcom info@ismood.com www.ismood.com
The services
Actionable Intelligence
Immediacy
Competitive Intelligence
Brand Management
Market monitoring
4/29
ismoodcom info@ismood.com www.ismood.com
Greek Case
ü Example on Twitter Analysis
ü Collecting Real Time twitter data (30/09/2013 – 12/10/2013)
ü Keywords: cosmote, vodafone_gr, wind_hellas
5/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Sentiment Analysis
6/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Topic/Trend Detection
Topic #1
Keywords: πρωτοετείς, φοιτητές, προκήρυξη, υποτροφία
Tweets per day Sentiment per day
“Προκήρυξη Υποτροφιών OTE-COSMOTE: Δώδεκα χρόνια δίπλα στους πρωτοετείς φοιτητές: Είκοσι (20) υποτροφίες ύψους...
http://t.co/3o8ZEAxAC1”
7/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Topic/Trend Detection
Topic #2
Keywords: γρήγορα, πόσο, ξενερώνει, χώρα
Tweets per day Sentiment per day
“Πιο γρήγορο από το 4G της COSMOTE είναι το πόσο γρήγορα σε ξενερώνει αυτή η χώρα....”
8/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Topic/Trend Detection
Topic #3
Keywords: μόνο, γρήγορο, τελικά, πρωτογενές, νεοναζί
Tweets per day Sentiment per day
“Tο μόνο πιο γρήγορο από το 4G της COSMOTE είναι τελικά η κράτηση των νεοναζί... Και το πρωτογενές πλεόνασμα...”
9/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Sentiment Analysis
10/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Topic/Trend Detection
Topic #1
Keywords: κέρδισε, διπλές, προσκλήσεις, αγώνα, εθνικής
Tweets per day Sentiment per day
“Κέρδισε και εσύ διπλές προσκλήσεις για τον αγώνα της Εθνικής από το @sport24 & τη @Vodafone_GR”
11/29
ismoodcom info@ismood.com www.ismood.com
Greek Case: Topic/Trend Detection
Topic #2
Keywords: iphone, καταστήματα, απίστευτο
Tweets per day Sentiment per day
“Φήμες θέλουνε το iPhone 5S στα ράφια των καταστημάτων της Vodafone, Παρασκευή 18/10”
12/29
ismoodcom info@ismood.com www.ismood.com 13/29
Greek Case: Sentiment Analysis
ismoodcom info@ismood.com www.ismood.com
Greek Case: Topic/Trend Detection
Τrends not found!
14/29
ismoodcom info@ismood.com www.ismood.com
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
ismoodcom info@ismood.com www.ismood.com
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
ismoodcom info@ismood.com www.ismood.com
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
ismoodcom info@ismood.com www.ismood.com
US Case
ü Example on Twitter Analysis
ü Collecting Real Time twitter data (11/02/2013 – 22/02/2013)
ü Keywords: at&t, verizon
18/29
ismoodcom info@ismood.com www.ismood.com
US Case: Sentiment Analysis
19/29
ismoodcom info@ismood.com www.ismood.com
US Case: Topic/Trend Detection
Topic #1
Keywords: commercial, kids, little, love, funny, new, guy
Tweets per day Sentiment per day
“Nothing in this world is as precious as the kids in the AT&T commercials. Nothing.”
20/29
ismoodcom info@ismood.com www.ismood.com
US Case: Topic/Trend Detection
Topic #2
Keywords: free, wifi, cloud, hate, customers, deal, offer, network
Tweets per day Sentiment per day
“AT&T and WiFi provider The Cloud announce roaming agreement http://t.co/39fR8LQV #WiFi @ATT #TheCloud by
@nirave”
21/29
ismoodcom info@ismood.com www.ismood.com
US Case: Topic/Trend Detection
Topic #3 Keywords: every, you, way, possible, single, person, dear, frustrated
Tweets per day Sentiment per day
“Dear AT&T I’m curious WHAT DID WE DO WRONG TO RECEIVE SHITTY SERVICE”
22/29
ismoodcom info@ismood.com www.ismood.com
US Case: Sentiment Analysis
23/29
ismoodcom info@ismood.com www.ismood.com
US Case: Topic/Trend Detection
Topic #1
Keywords: phone, get, service, like, dont, fuck
Tweets per day Sentiment per day
“This is why everyone needs VERIZON ! You’ll get service everywhere !”
24/29
ismoodcom info@ismood.com www.ismood.com
US Case: Topic/Trend Detection
Topic #2
Keywords: fios, lte, commercial, like, sale
Tweets per day Sentiment per day
“I love FIOS actually, nvr had any prob with it knock on wood.”
25/29
ismoodcom info@ismood.com www.ismood.com
US Case: Knowledge based on the trends
Network which discussed : Advertisements, Support, Products
Network which discussed : Products, Network Infrastructure
26/29
ismoodcom info@ismood.com www.ismood.com
Gaining Competitive Advantage with Advanced Intelligence Tools
“How satisfied is my market?”
“What does my market need and discuss?”
27/29
ismoodcom info@ismood.com www.ismood.com
Our team
Chris Kounavis
Founders
Anna Kasimati
Dionysios Sotiropoulos
George Giaglis
Konstantinos Fouskas
Academic Advisors
28/29
ismoodcom info@ismood.com www.ismood.com
Thank you!
Change Makers Tutorials – Let’s Learn And Change
www.ismood.com
ismoodcom
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