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@twtrcon#twtrcontwtrcon.comsocialmediaatwork.com<br />

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Thank You to Our Sponsors<br />ANCHOR SPONSORS<br />PLATINUM SPONSORS<br />RESEARCH SPONSOR<br />RECEPTION SPONSOR<br />GOLD SPONSORS<br />SILVER SPONSORS<br />Please visit our sponsors and exhibitors during the breaks!<br />

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Real Time Tools Mini Session<br />Maria Ogneva, Director of Social Media, Attensity| @themaria | @Attensity360 <br />

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Attensity360 Overview for TWTRCON<br />June 14, 2010<br />

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Over 10 billion tweets so far.<br />

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Over 20% of tweets concern products and brands.<br />http://live.psu.edu/story/41446<br />

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There are over 200,000,000blogs<br />34%of bloggers post opinions about products and brands<br />

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The Problem<br />Until now, “social media” applications have been largely focused on collecting and tracking customer conversations and leaving the rest up to individuals to do.<br />Manually analyze for deeper analysis<br />Manually route and respond to individual conversations<br />Manually add gleaned knowledge to company knowledgebases<br />This approach is not scalable for the enterprise….<br />

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Demo<br />Attensity<br />Listen across customer conversation channels<br />Analyze accurately and efficiently<br />Relate this information to other information<br />Act on the information<br />We call this the LARA methodology<br />

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The Social Customer<br />Who is talking about me?<br />What do they think <br />about my company?<br />What problems are they having?<br />What do they like about me vs. <br />the competition?<br />What new ideas do they have?<br />Who is thinking <br />of switching?<br />Who is ready to buy?<br />11<br />

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Easy setup<br />Proximity operators for <br />recall and precision <br />balance<br />Entities help <br />disambiguate queries<br />

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Benchmark your<br />coverage against<br />your competition’s…<br />

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View tweets, posts, news, etc. on a specific topic…<br />All in one place<br />Displays impact, reach, sentiment for each post<br />Sort by date, impact, reach, or sentiment<br />Attensity360<br />

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Prioritize Twitter outreach with user metadata <br />and influence metrics.<br />

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Integrated Engagement<br />View full post and<br /> assign for follow-up;<br />Integrates with mail programs<br />

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Attensity360: Top Influencers Reports<br />See where people are <br />talking about you<br />

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See who is<br />talking about you<br />

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…and what they <br />have to say<br />

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See the most common <br />terms in conjunction <br />with your topic<br />

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Click to view all <br />posts on that topic<br />

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Demo<br />Attensity<br />Listen across customer conversation channels<br />Analyzeaccurately and efficiently<br />Relate this information to other information<br />Act on the information<br />We call this the LARA methodology<br />

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Attensity Analyze: Deeper, Cross-Channel Analysis<br />Extracts key entities, <br />events, relationships,<br />actions, purchasing reasons, <br />intent and sentiment<br />

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Demo<br />Attensity<br />Listen across customer conversation channels<br />Analyze accurately and efficiently<br />Relate this information to other information<br />Act on the information<br />We call this the LARA methodology<br />

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Listen, Analyze, Relate, Act: Data Flows<br />Broad Web Coverage<br />Through Attensity360<br />Attensity <br />Analyze<br />Server<br />Deeper Dive Web Through Attensity Scrape<br />Input of Email, surveys, etc Through Attensity Adapters<br />Attensity 5 Repository<br />Attensity VOC Discover<br />Reporting Repository<br />

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Demo<br />Attensity<br />Listen across customer conversation channels<br />Analyze accurately and efficiently<br />Relate this information to other information<br />Act on the information<br />We call this the LARA methodology<br />

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Attensity Respond: Scalable, Automated Routing & Response Tracking for All Customer Communications and Channels<br />Response<br />Management<br />Responses can be reviewed by agent before sending<br />Hotel hardship refund policy? Email<br />“hardship refund” email response auto-generated<br />Routed to Customer Service for Follow-up and Resolution<br />Service issue tweet<br />Attensity “reads” text and extracts knowledge about what the doc is saying<br />People<br />Places<br />Events<br />Topics<br />Sentiment <br />…<br />Automatically routed to legal for review<br />Thinking of suing posting<br />

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For example, here you can see a unanswered “cry for help” being routed to a customer service agent for response. They can see the message, and can click to respond quickly.<br />

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Here’s an example of an intent-to-purchase being routed to the sales department. Collaboration features enable multiple people to work to solve the customer’s issues before sending a resolution message.<br />

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Within the system, you can also respond directly to the poster on the forum with a simple “click to post”. The system can suggest a response based on your corporate knowledgebase or you can create a response on your own.<br />

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Listen<br />Analyze<br />Relate<br />Act<br />Welcome to the Open Enterprise<br />

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A Few Words About Attensity<br />Over 20 years experience understanding customer conversations in text; 6 patents in natural language processing<br />Suite of applications for Social Media Monitoring, Customer Analysis, Response Self-Service/Agent Service and Research<br />Over 500 installations worldwide<br />

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London<br />Antwerp<br />Paris<br />Germany<br />Zurich<br />Palo Alto<br />Salt Lake City<br />Washington D.C.<br />Global Coverage and Strength<br />