Contribute to your business from a variety of anglesby combining this analysis with business data.

Hitachi Enterprise Application Services

This service supports your future-oriented planning through the high-precision visualization of customers’ opinions and sentiments (Voice of the Customer) as derived from social media and other sources.

Our Sentiment Analysis Service provides a highlyaccurate visual representation of customers’ opinionsand sentiments about a company or a product, basedon an analysis of text data. We can analyze the datafrom a variety of media, such as social media,customer reviews, mass media including newspapersand television, and business data from questionnairesand call centers.

Product planning to comprehensively meet market needsForecasting trends based on customer

opinions

Prompt measures against risks, such as theprevention of social media flaming and recalls

Advance detection of risks related to your products

More accurate production planningForecasting of demand by applying customer feedback to business data

Effective promotional activitiesReal-time analysis of feedback postedon social media

Promotion of work style reformAnalyzing employees’ sentiments based on questionnaire results

For details, see “Examples of using the Sentiment Analysis Service” on the reverse side.

For details, see “Examples of using the Sentiment Analysis Service” on the reverse side.

For more information about this service■Official website of Hitachi, Ltd.’s Applications Services Division

https://www.hitachi.com/products/it/appsvdiv/

2019.03

● Hitachi reserves the right to improve or otherwise change the specifications of this service without prior notice.

Features of the Service

Examples of using the Sentiment Analysis Service

Perform sentiment analysis of data that includesboth business data (such as product specificationsand information about the state of business whenthe product was released) and information fromsocial media. This enables you to detect negativefeelings about the product before they spread, andto identify words that indicate risks. This helps you toimprove your brand image by promptly implementingmeasures against the risk, such as preventingaccidents that may be caused by defects in theproduct or announcing a recall.

Implementation of prompt measures against risks, such as social media flaming and recall

Perform sentiment analysis of data that includesboth business data, such as product functions andperformance, and information from social media.Based on customer complaints about the product,this analysis clarifies areas in need of improvement,which allows you to identify customer needs. This, inturn, enables you to perform product planning in away that comprehensively meets market needs,thereby contributing to your efforts to increase salesand reduce lost opportunities.

Product planning to comprehensively meet market needs

Num

ber of rem

arks

Negative feedback on social media

Positive feedback on social media

slowstress

air

doesn’t drytimebad smell These words indicate a risk:

“bad smell”; “unusual odor”

Risk detection

▼ Example : Implementing measures against risks related to a washer/dryer

Improve yourbrand image

Check the defectand considera recall

Promptly address the associated risks

Businessdata

Social media

SentimentAnalysis Time

Accurate AnalysisThe service utilizes an AI technology that can analyze Japanese-language text andclassify the text data based on approximately 1,300 topics, sentiments, and intentions.The data is classified into three major categories (Positive, Neutral, and Negative) andthen further classified as representing one of a total of 81 feelings.The service can also analyze other languages like English, Thai, and Chinese by using asentiment dictionary that can be customized to suit your business operations.

Insightful ViewerThis service tags not only information about customer sentiment, but also informationabout relationships between words. This allows you to search for specific topics as wellas particular words. In addition, the search viewer gives insights by analyzing text data incombination with business data, and provides an interactive user interface.

Easy MaintenanceThrough the machine learning of highly relevant words and technical terms contained in collected data, the AI automatically updates the refining conditions used for the filtering dictionary. This makes it possible to maintain and improve the accuracy of search refinement without additional maintenance work.

Total SupportWe provide comprehensive support throughout the process, from consulting services formaking effective use of media information for business to the collection of real-time datafrom social media, the linkage of external data from mass media, the analysis andvisualization of the data, and operation and maintenance.

Negative

▼ Example : Analysis of data for vacuum cleaner planning

Increase sales and reduce lost opportunities

Identify needs

Implement product planning to improveusability

Positive

Neutral

It is difficult to openthe cover!

noise

color

storage

dust

stockVACUUM CLEANER

stand airHow to empty the

dust container

It’s hard tothrow out the accumulated dust.

The dust spilled!

Businessdata

Social media

SentimentAnalysis