"Social Media Analytics for Emergency Management", delivered by Telefónica + Daedalus at IT-Accelerate 2014, Brussels http://lt-accelerate.com/

1. Social Media Analytics for
Emergency Management_

2. Blas CrocheContact CenterArchitect
Customer Service
Solutions
GOOD MORNING

3. CUSTOMERS ARE CHANGING

4. 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

5. 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

6. SOME TERMINOLOGY
Emergency
A serious, unexpected, and often dangerous situation
requiring immediate action

7. 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

8. 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

9. 500.000
TWEETS IN
3 HOURS
2013 #BOSTONMARATHON

10. …BUT, HOW TO FIND THIS TWEET?
500
million
tweets per day

11. …BUT, HOW TO FIND THIS TWEET?
500
million
tweets per day

12. … SO WE HAVE TO FILTER OUT…
GEOGRAPHICALLY

13. … SO WE HAVE TO FILTER OUT…
LANGUAGES

14. AND ANALYZING SEMANTICS

15. WHAT IS TWALERT?

16. WHAT IS TWALERT?
Social dashboard for emergency management
Monitors
• Social Media
Extracts
• Places
• People
• Keywords
Repository
• Detect trends

17. WHAT IS TWALERT?
Discover “emergency needles in the social haystack”
Collecting
• Social Data
Filtering
• Geographically
NLU
• Filter similar
• Extract info

18. DISCOVERING EMERGENCIES
Aggregations triggers a suspicion
Noisy
Background
Noisy
Background

19. DISCOVERING EMERGENCIES
Aggregations triggers a suspicion
Noisy
Background
Noisy
Background
Suspicion

20. CONFIRMING EMERGENCIES
Audiovisual or geo-location data support
the suspicion

21. BUILD EMERGENCY STORIES
Operator activates emergency story to
aggregate and track similar social data

22. EMERGENCY STORIES

23. MANAGING THE EMERGENCY LIFE CYCLE
Helps to understand the incident
Early
Signals
Response
Recovery

24. BENEFITS

25. 1. PRE-EMERGENCY
HELPING TO ANTICIPATE RISKY SITUATIONS

26. 2. DURING EMERGENCY
ENRICH INFORMATION
Real Time Images
Anticipate
complexity

27. 2. DURING EMERGENCY
CONTROL RUMOURS

28. 3. POST – EMERGENCY
HELPING TO DEVELOP A TIMELINE ANALYSIS
GATHERING THE SENTIMENT OF CITIZENSHIP

29. Antonio Matarranz
Director,Marketing & SalesDaedalus
GOOD MORNING

30. HOW DID WE DO IT?

31. TWALERT ARCHITECTURE
Gatherer
Gatherer
Gatherer
…
Data Repository
4
Semantic
Annotator
Visualization and Management
Interface

32. TEXTALYTICS: MEANING AS A SERVICE
Register and use it free at http://textalytics.com

33. TEXTALYTICS APIS
exposes a set of semantic analysis APIs
! Topic
Extraction
! Entities
! Concepts
! Text
Classification
! Themes
! Events
! Locations
! Alerts

34. CUSTOMIZATION CAPABILITIES
Specific models to cope with the needs of this scenario

35. 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

36. THANK YOU!
Interested?
See us at the Exhibition Area!