go beyond rad ian 6

8/8/2019 Go Beyond Rad Ian 6

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The Conversation-Driven EnterpriseLeveraging the Power of First Person Intelligence


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In the Old Days

We tried to figure out how to run our business by the numbers

Sales figures, inventory figures, warranty claims, gross margins

But if all we needed were numberswe wouldnt need humans in business

we would just need the perfect computer


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But Numbers are not Enough

Why are sales up?

Why are warranty claims down?

Why are my Net Promoter Scores rising

How do I fix this technical problem?

Why did this person slip and fall?

Who else is doing research in this area?

Has our problem already been solved by someone online?

What are my competitors doing out there?


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Luckily, Humans Are Eager To Communicate

Web:

Conversations

with other

customers

Salesforce:

Conversations

with sales

Surveys:

Conversations

with Marketing or

CS

Social Media:

Conversations

with other

customers

Emails:

Conversations

with support,

sales, execs

Support

Calls:

Conversations

with support


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The Internet: A Communications Gold Mine

Information waiting to be uncovered

Over 100 million blogs and web forums in the English language alone.

More than 50,000 active threads on Trip Advisor during a typical week.

Over 325,000 new posts are posted to BabyCenter every week.

1.9 million tweets sent in a typical day.


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All This Information is Valuable First Person Intelligence


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Leveraging Conversations: Best Practices

Monitor Conversations Inside and outside your company

Analyze Conversations Use the power of sophisticated text analytics to

reveal information hidden in the text

Respond to Conversations Use the actual content of conversations to

route and respond effectivelyRepurpose Take advantage of a world of information to drive the

creation of your own corporate knowledgebases


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Radian6: A Good Start for Monitoring Conversations on the Internet

Radian6 is a good start for beginning to harness customer conversations


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But with Radian6, Youre Only Getting Part of the Picture

Web:

Conversations

with other

customers

Social Media:

Conversations

with other

customers

Radian6 Radian6


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Expand your Radian6 Investment:

Get the Whole Picture with Attensity

Web:

Conversations

with other

customers

Salesforce:

Conversations

with sales

Surveys:

Conversations

with Marketing or

CS

Social Media:

Conversations

with other

customers

Emails:

Conversations

with support,

sales, execs

Support

Calls:

Conversations

with support

Radian6 Radian6

Attensity + Radian6


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Radian6 Reporting is keyword-based

Topics to report on

must be manually

entered in keyword groups;

No discovery possible


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Simple response

management

Sentiment analysis and

number of subposts

(interest)

Topic mentions

Co-occurrence tag cloud


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Go Beyond

Combines Radian6 listening post with deep dive information directly crawled from

specific forums and information taken from internal sources (email, CRM, etc)

Compare Top Issues in Social Media with Top Issues in emails

Analyze structured data from forums with unstructured data (people who rated your

service a 5 most commonly also complained about X)

Deeper analysis goes beyond keywords

Find intent to buy information (If only the cupholders were bigger, I would buy it)

Early warning of issues (lots of people tweeting and emailing about cupholders are

they breaking? Are they too small? Do they want more cupholders?)

Deep sentiment analysis system can tell difference between I am happy and I am

not happy and I am very unhappyCan also rate sentiment on a clause by clause basis : I loved the seats but hated the

cupholders

Connect with your existing enterprise systems and processes

Export information for use in existing BI or CRM systems


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Discover More


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Dig Deeper And discover more


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Expand for the Future

Connect with your existing enterprise systems and processes

Export information for use in existing BI or CRM systems correlate maintenance

records with customer satisfaction metrics for example

Utilize internal and external information to go beyond simple monitoring

System is extensible for use in fraud detection, root cause analysis, etc.


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Advantages of the Combined Solution

Leverages your existing investment in Radian6 (or Up and Running Fast withRadian6 if not a current customer) solution grows with you

Allows you to take advantage of the #1 listening post + the power of Attensitys

deep language understanding for a complete view of customer conversations inside

and outside of your company


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Attensity Content Acquisition

Deeper Dive Web Scraping

Input of Email, surveys, etc

Attensity

VOC Server

Attensity

VOC Server

Reporting

Repository

Attensity 5

Repository

Microstrategy

or other BI

Microstrategy

or other BI

Attensity VOC

Discover

Attensity VOC

Discover

Data Flows and Architecture

Radian6

Listening Post

Radian6

Listening Post

Broad Web Coverage

Radian6

Reporting

Radian6

Reporting

Attensity

Auto Response

Attensity

Auto Response


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Thank You.

go beyond rad ian 6

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