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!