Social Media Analytics for Emergency Management_
Blas Croche Contact Center Architect
Customer Service Solutions
GOOD MORNING
CUSTOMERS ARE CHANGING
TELEFÓNICA CUSTOMER SERVICE SOLUTIONS
Customer service platforms
Business process Multichannel Access
Intelligent Network
Contact Center Emergency
Management
On premises
Private Cloud
Public Cloud
Messaging service
Social Media, Apps …
Medical Appointment
TELEFÓNICA CUSTOMER SERVICE SOLUTIONS
Customer service platforms
Business process Multichannel Access
Intelligent Network
Contact Center Emergency
Management
On premises
Private Cloud
Public Cloud
Messaging service
Social Media, Apps …
Medical Appointment
SOME TERMINOLOGY
Emergency A serious, unexpected, and often dangerous situation requiring immediate action
SOME TERMINOLOGY
Emergency Operation Center A physical space where information is collected and operational decisions are made for the management of the emergency or disaster
TELEFÓNICA SENECA DEMAND AND RESPONSE MANAGEMENT
Multi-agency Security Fire - fighting and rescue
Health Sector
Database GIS
Integrated management system
Data reports and statistics
Customization and administration
Command and control (resources management)
Attention and dispatch
IVR Recording ACD PABX Radio
CTI integration
500.000 TWEETS IN
3 HOURS
2013 #BOSTONMARATHON
…BUT, HOW TO FIND THIS TWEET?
500 million tweets per day
…BUT, HOW TO FIND THIS TWEET?
500 million tweets per day
… SO WE HAVE TO FILTER OUT… GEOGRAPHICALLY
… SO WE HAVE TO FILTER OUT… LANGUAGES
AND ANALYZING SEMANTICS
WHAT IS TWALERT?
WHAT IS TWALERT?
Social dashboard for emergency management
Monitors • Social Media
Extracts • Places • People • Keywords
Repository • Detect trends
WHAT IS TWALERT?
Discover “emergency needles in the social haystack”
Collecting • Social Data
Filtering • Geographically
NLU • Filter similar • Extract info
DISCOVERING EMERGENCIES
Aggregations triggers a suspicion
Noisy Background
Noisy Background
DISCOVERING EMERGENCIES
Aggregations triggers a suspicion
Noisy Background
Noisy Background
Suspicion
CONFIRMING EMERGENCIES
Audiovisual or geo-location data support the suspicion
BUILD EMERGENCY STORIES
Operator activates emergency story to aggregate and track similar social data
EMERGENCY STORIES
MANAGING THE EMERGENCY LIFE CYCLE
Helps to understand the incident
Early Signals
Response
Recovery
BENEFITS
1. PRE-EMERGENCY HELPING TO ANTICIPATE RISKY SITUATIONS
2. DURING EMERGENCY ENRICH INFORMATION
Real Time Images Anticipate complexity
2. DURING EMERGENCY CONTROL RUMOURS
3. POST – EMERGENCY HELPING TO DEVELOP A TIMELINE ANALYSIS GATHERING THE SENTIMENT OF CITIZENSHIP
Antonio Matarranz Director, Marketing & Sales Daedalus
GOOD MORNING
HOW DID WE DO IT?
TWALERT ARCHITECTURE
Gatherer
Gatherer
Gatherer
…
Data Repository
4 Semantic Annotator
Visualization and Management Interface
TEXTALYTICS: MEANING AS A SERVICE
Register and use it free at http://textalytics.com
TEXTALYTICS APIS
exposes a set of semantic analysis APIs
! Topic Extraction ! Entities
! Concepts
! Text Classification ! Themes
! Events
! Locations
! Alerts
CUSTOMIZATION CAPABILITIES
Specific models to cope with the needs of this scenario
TEXTALYTICS DEMOCRATIZES THE EXTRACTION OF MEANING
• High-level APIs • Multilingual
Advanced Functionality
• Dictionaries • Classification models • Polarity models
Customizable
• Add-in for Excel • Standard web services • Pug-ins & SDKs
Easy to Use & Integrate
• No infrastructure • No software • Easy trial
Risk-Free
• Pay per use: no activation, no permanence • Generous Free plan (1,000,000 words per month) Affordable
Using GUI
THANK YOU!
Interested?
See us at the Exhibition Area!