This document discusses how big data approaches can help companies improve customer care and lead acquisition. It provides examples of how one company uses natural language processing and machine learning on web conversations to generate 50,000 qualified sales leads within an hour and help resolve 150,000 customer complaints. The company claims its approaches can increase potential revenue for companies by translating conversations into actionable insights and allowing businesses to respond in real time. It also presents case studies on analyzing social media conversations for various industries including smartphones in India.

1. April 2014
Qurater Business Edge
Big Data approaches to customer care & acquisition

2. 50K
Qualified Sales
Leads
<1Hr
Customer
response time
expectations
10%
Potential revenue
increase thru
automation of lead
management
150K
Customer
Complaints
We translate web
conversations to
actionable sales
leads, customer
issues and brand
insights – allowing
businesses to act
in real time.
Average (annual volume) for a medium sized
technology / services company

3. Data Mining
Industry
specific filters
NLP
Service
framework
HOTSPOT
detection
Conversation
Analytics
feedback, queries, complaints mined from
social platforms and any web site
classify conversations based
on filters specific to each
industry
natural language processing to
discover context, insights from
conversations
techniques, technologies & business rules to
engage & respond to customers in real time
derive brand insights
accurately and
instantly by filtering
through the noise
real time discovery of
customer service
issues or sales
demand before they
become
un-manageable
Capability

4. Uniqueness
Source Agnostic Data Discovery,
Mining & Structure Extraction
Cloud scale – Massive Volumes Of
Data
State of the art NLP / Machine
Learning to derive industry specific
dimensions
Customizable analytics with industry
leading visualization techniques
Technologies for increased efficiency and responsiveness

5. Complaints
Feedback
Query
INDUSTR
Y
SPECIFIC
FILTERS
SERVICE
TICKETS
SALES LEADS
PRODUCT
INSIGHTS
CONVERSATION
ANALYTICS
RESPONS
E SYSTEM
Conversation
Categorization
Actions &
Insights
NLP
Techniques
Social Media and
Geo Specific web
sites
Approach

6. SOCIAL
PLATFORMS
(fb, tw, g+)
PRODUCT REVIEW
SITES
(CNET.com)
Mine Conversations for
purchase intent (apply
industry specific filters)
CRM SOLUTION
INTEGRATION
Integrate into existing
CRM solutions
DIRECT
MESSAGE
PERSONALIZED
OFFERS
Contact users with
promo offers- traffic
to your site
Mine for purchase intent
USER PROFILES
(SOCIAL)
Profile of users that have
demonstrated purchase
intent
Sales Lead Generation

7. Our Uniqueness
We are digging deeper to discover valuable information often hidden in the noise
1. COMPREHENSIVENESS BEYOND SOCIAL : Only solution that mines
comments on retail and news sites as they happen
2. NLP : filter thru the noise, prioritize conversations and categorize into actions
(suggested responses)
3. INDUSTRY SPECIFIC FILTERING : unique techniques to categorize
conversations (pre-packaged & customizable)
4. RESPONSIVE SYSTEM : manage high volume requests in a responsive
manner
5. ADAPTIVE LEARNING : applied to categorization and suggested responses
6. EASE OF USE : system set up in a matter of minutes with filters specific to the
industry / brand
7. BUSINESS MODEL : price per qualified sales lead and addressable service
issue

8. Insights for Smartphone Brands – India Market
~150K social conversations analyzed*
0
500
1000
1500
2000
2500
3000
3500
Micromax
XOLO
Karbonn
Nokia
htc
Samsung
LG
sony
apple
gionee
lenovo
xiaomi
CUSTOMER SERVICE ISSUES
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
50000
Micromax
Nokia
XOLO
Samsung
htc
Karbonn
LG
apple
sony
gionee
lenovo
xiaomi
QUERIES/FEEDBACK
0
2000
4000
6000
8000
10000
12000
Micromax
XOLO
Samsung
Nokia
Karbonn
htc
apple
LG
gionee
lenovo
sony
xiaomi
SALES LEADS
* Data crawl over 2-3 days and varies by brand
Galaxy core
Galaxy core lte
Galaxy gear
Galaxy grand
Galaxy grand 2
Galaxy mega 58
Galaxy note 3
Galaxy s iii
Galaxy s3 neo
Galaxy s4
Galaxy s4 i9500
Galaxy s5
Galaxy star
Galaxy trend
Galaxy trend s7392
Galaxy
Grand 2
25%
Galaxy S4
12%

9. 24
5
4531
27
9
1. Battery 2. Screen 3. Network
4. Service Center 5. Software 6. Other
Service Complaints Volume
Complaints Categorization
2
12
9
18
4
15
A500 B700
Q600 Q800
Product Categorization
0 50 100 150
Channel Categorization
0 20 40
KA
AP
TN
MH
JK
DL
MUM
GOA
KL
UP
AP
MI
NG
PlaceCategorization
15
48
120
90
Feedback
Query
Complaints
News/Mktg
Conversation
Categorization
0
5
10
15
20
25
30
0
100
200
300
400
500
600
1-Apr
2-Apr
3-Apr
4-Apr
5-Apr
6-Apr
7-Apr
8-Apr
9-Apr
10-Apr
11-Apr
12-Apr
13-Apr
14-Apr
15-Apr
16-Apr
17-Apr
Volume Response Volume
SLA Violations Response Time
Customer Service

10. Customer Service Console
Service rep management console Management Dashboard

11. Key Insights for Large VC Firm (Startup)
Firm lags
mentions
Google & 500
Startups – 80% of
the volume
Share of Voice
Google 500 startups Microsoft
Sue Robinson
Mellisa Finicchio
Greg Martin
Dave Mcclure
Sean Percival
Marvin Liao
Ravi Narayan
Rahul Sood
Google
Intellectual
Ventures
Ionic Security
Axis Capital
Ardent Capital
Facebook
Microsoft
Google
Knight
Foundation
#google
#ux
#startuo
#startup
#bitcoin
#500strong
#canadian
#startup
#microsoft
Co. design
Tech Crunch
Fast Company
The next web
Tech Crunch
500 Startups
Tech Crunch
Nicolas Petit
Startup Canada
People
Relationships Comparison
Company#Influence
Internet of things more strongly
related to Google ventures

12. -1.00 0.00 1.00 2.00 3.00 4.00 5.00
San Fransisco
Yuri Miner
Silicon Valley
MOG
Accel
Austin
TheNextWeb
Facebook
Microsoft Ventures
VenturesAfrica
Startup Incubator
crowdfunding
500 Startups
500Startups
CapitalFactory
AFRICA
startup accelerator
seed funding
INDIA and AFRICA
driving 3X more
interest vs. Si Valley
incubators
Google Ventures 12X
more interest
compared to Microsoft
Ventures
1
2
3
4
5
36%
15%
37%
Wearable tech drove
most of the news
activity over the last
month
2.
1.
Funding Rajan Anandan
Startup-Advice Larry Myler
3.
4. Social Monitoring Data
SOV Mentions
Buzzing
hashtags influence
sentiment
Key Insights for Large Ventures Firm
(Startup)

13. What are the top of mind issues in Bangalore?
36.76%
26.36%
12.17%
7.72%
5.63%
3.55%
1.97%1.34%0.87%0.87%0.83%0.75%0.59%0.51%0.04%0.04%
INFRASTRUCTURE CORRUPTION EDUCATION TRAFFIC
BEAUTIFICATION ECONOMY GOVERNANCE WOMEN WELFARE
POLICE COMMUNAL HOSPITAL WATER
WASTE MANAGEMENT EMPLOYMENT POLLUTION CLIMATE CHANGE
#1 - Infrastructure
#2 - Corruption
#3 - Education
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
EDUCATION
CORRUPTION
INFRASTRUCTURE
How are the
political parties
associating with
Bangalore issues?
Social Media Analysis – India Elections

14. Qurater Business Edge
Leading edge technologies for increased efficiency and responsiveness

15. Leadership
Rakshit Daga
Founder & CEO
Sumit Mishra
Founder & Chief Qurater
Prashanth Adiraju
Co-Founder &
Chief Product Officer