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Social Media Analytics for Emergency Management - Telefonica Daedalus 2014
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Transcript of Social Media Analytics for Emergency Management - Telefonica Daedalus 2014
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Social Media Analytics for Emergency Management_
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Blas Croche Contact Center Architect
Customer Service Solutions
GOOD MORNING
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CUSTOMERS ARE CHANGING
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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
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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
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SOME TERMINOLOGY
Emergency A serious, unexpected, and often dangerous situation requiring immediate action
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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
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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
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500.000 TWEETS IN
3 HOURS
2013 #BOSTONMARATHON
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…BUT, HOW TO FIND THIS TWEET?
500 million tweets per day
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…BUT, HOW TO FIND THIS TWEET?
500 million tweets per day
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… SO WE HAVE TO FILTER OUT… GEOGRAPHICALLY
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… SO WE HAVE TO FILTER OUT… LANGUAGES
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AND ANALYZING SEMANTICS
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WHAT IS TWALERT?
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WHAT IS TWALERT?
Social dashboard for emergency management
Monitors • Social Media
Extracts • Places • People • Keywords
Repository • Detect trends
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WHAT IS TWALERT?
Discover “emergency needles in the social haystack”
Collecting • Social Data
Filtering • Geographically
NLU • Filter similar • Extract info
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DISCOVERING EMERGENCIES
Aggregations triggers a suspicion
Noisy Background
Noisy Background
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DISCOVERING EMERGENCIES
Aggregations triggers a suspicion
Noisy Background
Noisy Background
Suspicion
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CONFIRMING EMERGENCIES
Audiovisual or geo-location data support the suspicion
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BUILD EMERGENCY STORIES
Operator activates emergency story to aggregate and track similar social data
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EMERGENCY STORIES
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MANAGING THE EMERGENCY LIFE CYCLE
Helps to understand the incident
Early Signals
Response
Recovery
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BENEFITS
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1. PRE-EMERGENCY HELPING TO ANTICIPATE RISKY SITUATIONS
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2. DURING EMERGENCY ENRICH INFORMATION
Real Time Images Anticipate complexity
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2. DURING EMERGENCY CONTROL RUMOURS
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3. POST – EMERGENCY HELPING TO DEVELOP A TIMELINE ANALYSIS GATHERING THE SENTIMENT OF CITIZENSHIP
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Antonio Matarranz Director, Marketing & Sales Daedalus
GOOD MORNING
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HOW DID WE DO IT?
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TWALERT ARCHITECTURE
Gatherer
Gatherer
Gatherer
…
Data Repository
4 Semantic Annotator
Visualization and Management Interface
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TEXTALYTICS: MEANING AS A SERVICE
Register and use it free at http://textalytics.com
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TEXTALYTICS APIS
exposes a set of semantic analysis APIs
! Topic Extraction ! Entities
! Concepts
! Text Classification ! Themes
! Events
! Locations
! Alerts
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CUSTOMIZATION CAPABILITIES
Specific models to cope with the needs of this scenario
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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
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THANK YOU!
Interested?
See us at the Exhibition Area!
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