The document discusses using natural language processing and analytics tools to analyze customer conversations and perceptions of All State Insurance from social media. It finds that key problem areas are agent perception, customer service experience, and claims handling. Further analysis revealed that adjuster perception may be a reason for low scores on claims handling. It recommends process improvements and extracting themes from customer touchpoints to spark trends on social media. The company can analyze drivers and patterns behind brand perceptions and provide periodic reports on named brands.

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3. Extract themes from user generated content across customer touch points Spark viral trends using web 2.0 concepts over the internet Analyze drivers and patterns behind brand perceptions AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA Page number 6 of 12 Deliverable eavesdrop report on named brands on a periodic basis Deliverable silhouette report on named brands on a periodic basis Deliverable Strategy Consulting to leverage web 2.0 for your brand ESP.ED015 DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS SILHOUETTE EAVESDROP TM PERSPECTIVE

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