社群傾聽及分析

Finance

Case 1 – A World Bank

A world top 100’s bank has used Leading Edge’s NPS (Net Promoter Score) analytics solution to analyze their large amount NPS survey results collected from their different touch points (e.g. Call Centre, Branches, Events, Websites and Mobile Apps, etc.), they were used manpower to consolidate and analyze the contents but found that it is a heavy time-consumption job, also missing many valued insights due to human resource limitations.

LeadingEdge has developed a dedicated NPS analysis platform, this platform not only can calculate the NPS result, but also can automatically categorize the feedback topics and then assign a service code that customers defined for easy tracking in the future, it also analyzes the free text contents to get more concrete reasons about why the customer has such rating.

Since most text feedbacks in Hong Kong are combined with Chinese Traditional/Simplified, English and Cantonese Slang, LeadingEdge has refined the multilingual contextual analysis engine to fit for that. LeadingEdge’s platform also helps customers discover useful keywords and do a detailed statistic report, this can summarize and standardize the customer concerns, the concluded feedback summary is a valued experience data to customers enhance their future plan and strategy for their customer service.

This company also used LeadingEdge’s social analytics solution to monitor their brand ambassador promotion campaign. Our solution helps this company monitor the public feedbacks on their brand ambassador, promoting service and also the similar services from their competitors, our solution found out there are quite a lot of negative public feedbacks about their brand ambassador on their promotion advertising, the analysis result indicates that the brand ambassador’s public image is quite good but she is not suitable for the advertising topic image that they proposed, the company finally shorter their campaign period and reused the campaign budget for other much effective promotion.

#WorldBank #NPS #NetPromoterScore #NPSAnalysis #NPSAnalytics #FredReichheld #TheUltimateQuestion #SocialListening #SocialAnalytics #CustomerExperienceAnalytics #CustomerExperienceAnalysis #凈推薦值 #淨推薦分數 #淨促銷分數

Transportation

Case 2 – Large Transportation Service Provider

作為一家大型的香港運輸服務提供商,該公司每天為成千上萬的香港市民提供服務,因此該公司在如何及時監控和分析大量公眾反饋方面面臨著巨大的挑戰,他們希望儘早了解該事件,然後及時進行準備。 相應的策略以最大程度地減少事件的影響。 他們抱怨市場上許多頂級社交分析工具無法滿足他們的要求。

經過與來自不同部門和高級管理層的用戶的項目討論,我們最終了解到他們需要一個具有及時內容和準確得多的情感分析結果的解決方案。 我們發現他們以前的分析準確性很低,因為他們使用的解決方案對中文(尤其是粵語)沒有足夠的支持,因此我們為高級定制多語言上下文分析支持量身定制了幾乎實時的解決方案。

Other than that, we are also added an “Auto Topic Categorization” feature at the solution, it can automatically categorize contents into a relevant topic category, so different users can check out their interested topic contents very conveniently (e.g. Marketing staff can check out marketing contents, operation staff can check out operation contents).

We have also added another feature called “Crisis Monitoring & Alert”, which is a useful feature to keep monitoring their concerned crisis keywords, the system will alert their assigned users immediately if a potential crisis is found from the social media.

#SocialListening #SocialAnalytics #SocialMediaAnalysis #SocialMediaAnalytics #MarketResearch #CompetitorAnalysis #DigitalMarketing #ResearchTool #社交聆聽 #社交媒體分析 #社群聆聽 #社群分析 #社會化聆聽 #社會化媒體監測 #社交聆聽監測 #市場調查 #HongKong #香港

Government

Case 3 – Government Department

作為香港政府最重要的部門之一,他們為每位香港公民和遊客提供服務,因此即使是很小的事件也會引起公眾的積極或消極反饋。

該部門使用社會分析解決方案來監控部門的公眾形象,並分析有關其相關事件的公眾意見,這些分析結果可幫助他們優化對類似事件的未來策略,以增強其公共關係。

#SocialListening #SocialAnalytics #SocialMediaAnalysis #SocialMediaAnalytics #MarketResearch #CompetitorAnalysis #DigitalMarketing #ResearchTool #社交聆聽 #社交媒體分析 #社群聆聽 #社群分析 #社會化聆聽 #社會化媒體監測 #社交聆聽監測 #市場調查 #HongKong #香港

總結

領越集團率先在香港市場引入了支援中文的高精度中文社群分析,高級上下文分析,並且大量使用機器學習技術來實現較高的分析準確性和用戶操作便利性,企業可以提高運營效率並 通過自動化操作和智能分析結果,最大限度地減少了人力。 該系統還可以幫助用戶找出一些很難被人類發現的見解,這是技術如何創造新的工作世界的一個很好的例子。

 

#Ai #ML #ArtificialIntelligence #MachineLearning #ContextualAnalysis #SocialAnalytics #HongKongDataAnalytics #HongKongDataAnalysis #人工智能 #機器學習 #機器自學 #香港數據分析 #HongKong #香港

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