Alexander Drozdov, Innodata’s director on innovations, says: “A solution is optimal if it enables platform customization for specific requirements and tasks and integration into the existing infrastructure. This is exactly what the Social Network Content Monitoring and Analysis System offers. There are no boundaries or restrictions regarding geography and targeting or stringent settings for the use of the system for social media analytics, since any social network is based on the Internet.”
Handling requests in social networks
The data obtained from social media is used for machine learning, which enables real-time determination of the category and tonality of a particular mention and correct ranking of responses to messages on social media. In handling appeals, the system constantly analyzes “fresh” data and is continuously self-learning to enhance its accuracy.
Based on the accumulated historical data, mathematical models have been built that makes it possible, when a request from a customer via any communication channel is received, to identify with high probability the subject of the request and the department responsible for processing and solving the problem. Owing to this, the use of resources for analyzing and reassigning the requests received has diminished.
Tasks to be solved and the effect achieved
An important effect of the platform’s implementation is that brand satisfaction and communications with users on social media can be monitored continuously. This area is critical for building a reputation, which is especially important for large companies.
Security is a separate area of using the platform data. Analysis of data from social networks is relevant for identifying terrorist groups, a user’s extremist sentiments and her/his social circle. The application can also be used by the Internal Security Department to maintain the company’s security or by the HR Department to analyze recruiters and company personnel.
The platform is in special demand among major corporate customers. According to Alexander Sergienko, Innodata’s executive director, “there are undoubtedly players on the market who offer separate segments of data mining in social networks capitalizing on the existing high demand for these solutions. However, the future is undoubtedly not for services with limited functionality, but for full-featured solutions for companies with high needs, which should be met by customization for a specific customer.”
The Social Network Content Monitoring and Analysis System is a proprietary development of Innodata, a Russia-based company.