Beauty Meets Brains: Attensity Analyze 6.0 Leverage Customer Conversations as a Business Asset

Manya Mayes

Director of Advanced Analytics

28 July 2011

Know what your customers say - anywhere, any time

Our Mission

10+ years of experience in Text Analytics

7 patents in natural language processing

350+ installations worldwide

World’s largest NLP development group

Business user applications for multi-channel customer analytics and engagement

Help the world’s leading brands

Leverage customer conversations as a business asset. No matter where they take place: social media • blogs • surveys • call center notes • review sites • emails • more

100+ OOB Reports and Dashboards

Improved Ad-Hoc Exploration Environment and New Wizard

Advanced Analytics

Portability

Building on our advanced NLP

Industry solutions

Social slanguage

New voices

Announcing…..Attensity Analyze Version 6.0 – Beta 5/2011, GA 8/2011

Ad Hoc Reporting Wizard

Attensity Analyze v6.0 – Anatomy of a Dashboard

Dashboard Tabs

Filters

Report

Report

Report

Images

Dashboard “Sentiment Overview Dashboard”

Hierarchical Point of View… Dashboard* Consists of (n) Dashboard Tabs Consists of (n) Filters and Reports*

* saveable objects

Exploration is a Matter of Using A Wizard

Different ways for initiating the process to create a new dashboard.

This will display the last 10 Dashboards that were used by this user

This will display up to 10 Dashboard templates which can be used as a launching point to then further customize as desired

Step 1 – Name Your Dashboard

Step 2 – Pick Your Data Set(s)

Step 3 – Pick An Out of the Box Category Set (by Industry)

Step 4 - Choose a Report Template

Templates provided

Step 4 - 100’s of Reports to Choose From

List of Report Templates within the Net Promoter Group of reports. Icon represents the chart type along with a detailed description of the report’s content. Click on a report to add it to the My Reports list.

Two options for configuring the layout of your Dashboard based upon selected reports and filters…

Step 6 - Layout Your Dashboard

Choose desired template and reports and filters will automatically be organized for you within the dashboard

Step 6 - Pick From Dashboard Templates

Executive Overview

Sentiment Overview

Compliments-Complaints

Net Promoter

Customer Profile

Themes

Data Profile

A360 Social Media

Categorization Assistant

Dashboard Templates

The Completed Dashboard

Click here to switch from Edit Mode to View Mode – which is how business users would typically interact with the Dashboard

Click this arrow to hide the Primary Modules Menu and maximize Dashboard real-estate

Becomes a Part of a Suite of Dashboards

Go Back

New additions to our historic semantic strengths

Combination of automated classification, targeted extraction and Exhaustive Extraction™ for 32 languages: English, German, French, Spanish, Arabic, Chinese…

Smart Phrases

Know when 2=2 and when 2=to/too

Idiom Handling

“They are really on the ball.”

OOB understanding of new sub-concepts:

Participants (Consumer terms, Staff terms, and Manager terms),

Communication (Positive Communication, Negative Communication, Neutral Communication, Communication Channel

Transactional (Apply or Sign-up, Purchase, Sales, Return/Replace, and Shipping)

I have an Apple iPhone 3GS that my mom bought me. I just added a handful of new contacts and for some reason, the new contacts are on the phone, but not in Outlook. I’m really, really mad at this point. I’ve tried calling both Apple and Microsoft several times, but no one has helped me yet. If someone doesn’t call me back, I’m going to throw it away and cancel my service. Entities (brands, people, locations, times, products…) Demographic information Events and relationships Voices (past, negation, augmented, again…) Sentiment (extreme positive, positive, negative, extreme negative) Suggestions Intent (to purchase, to leave)

Three new Voice Tag Dimensions

Triples Dimension Group Triple Voice

Fact Dimension Group Fact Voice

Dataset Dimension Group Voice

Four New Voice Tags

Command [cmd] – “Send me a voucher”

Suggestion [suggest] – “It would be nice if you sent rebates to your loyal customers”

Request [req] – “I wish you would give me a coupon”

Past [past] – “I used to be a fan”

Semantic Analysis

All triples that contain the negation [not] voice tag

Hotspots Dashboard (Under Construction)

Compares satisfaction across

conversation channels

Multi-Channel Analytics

Categorization Assistant Dashboard

(Under Construction) Drill further into issues to

understand root cause…

Find Issues That Impact Customer Engagement Channels

Significant?

Hotspots Dashboard (Under Construction)

Track real-time HOT SPOTS across

channels – including Twitter

Hot Spots, Emerging Problems

Categorization Assistant Dashboard

(Under Construction)

Drill into top issues Understand what customers like…

Drill Down Into Issues Root Cause, Connect Back to Customers & Products

Categorization Assistant Dashboard

(Under Construction)

Watch issues over time and

understand magnitude…

Monitor Trends over Time

Categorization Assistant Dashboard

(Under Construction) Longitudinally understand

issues..

Visually Compare Dimensions

Facebook Analytics

Connect natively with Facebook

Retrieve posts from a Facebook profile

Auto Detect Only Posts By Owner

Search within Facebook posts

Facebook Extraction Results

To Order Attensity Analyze v6.0

Contact Attensity Support

888-850-2889

Support@attensity.com

Questions?

Contact Attensity Support or

Manya Mayes– mmayes@attensity.com

Thank you!

Contact: mmayes@attensity.com

Twitter: @ManyaMayes

LinkedIn: http://www.linkedin.com/in/manyamayes

Additional slides…

Attensity v6.0 Certified Platforms

Application Server - Operating Systems

Windows 7/2008

Linux: Red Hat Enterprise Linux (RHEL) 5, Suse Linux Enterprise Server(SLES) 11 (64 bit only)

Attensity Data Grid – Operating Systems

Linux: RHEL 5, SLES 11

Supported Reporting Repository Databases

MySQL 5.1.+ (does not include MySQL6)

MSSQLServer 2008

Oracle 11g

Teradata v12, v13

Browser

IE7, IE8, IE9

Mozilla Firefox v4

Safari 5

Requires Adobe Flash Player 10.3 or greater

o Users o Folders o Category Sets o External Links o Saved Queries/Alerts o Extract Configurations o Dataset Definitions o Category Rules o Document Tags

Migrate Do Not Migrate

o Teapots o Custom Views o Extract Schedule o Saved Documents o Query Export Configurations o Text Search Index – recreated

during extract process

Upgrades require re-extraction of data

Reporting Repository new table – Hotspot Results

Analyze Repository contains many new tables and fields

Migrate many Analyze v5.2, v5.3, or v5.5 settings

Migrating to v6.0

Attensity Analyze V6.0 – Knowledge Transfer and Training Resources

This Overview Session recording

On-line Help

On-line Help Videos (Help Analyze Module Analyze Videos) ** New **

V6.0 Training Curriculum

Portability Enhancements

It is easier to share Attensity insights with colleagues than ever before with the

following options:

Export as a Spreadsheet – exports each report in the current Tab as a separate Excel worksheet. You can also export the content of individual reports to Excel.

Email

Send to Attensity and non-Attensity users

Choose from a variety of formats for the e-mail attachment including PDF, Excel spreadsheet, or Interactive Portable SWF file either in HTML (viewable in browser) or embedded into a powerpoint slide.

Print

Portable SWF – Download an either as HTML or embedded in a powerpoint slide

PDF

Schedule (Admin only)

Can schedule the automated e-mailing of Dashboard to colleagues

Supported scheduled e-mail attachments include Excel spreadsheet or Portable SWF file

Emailing as a PDF is planned for a post 6.0 release