Attensity: to Tweet or Not to Tweet, That Is The Question

September 1, 2011

Social media seems to be the solution to everyone’s problems these days. Even if your tweets don’t actually solve any issues, at least you can get something off your chest. Contact Center Solutions Community reported on how companies can take back the upper hand in their article, “Customer Service Trends: Monitoring and Responding to Social Media Conversations.”

While consumers see their status updates as mere complaints or topics of conversation amongst Facebook friends, Attensity sees this as unstructured data that they can help other companies extract insights from and eventually act based on the analysis.

The article taught us the following about the inner-workings of Attensity’s Analyze and Respond Solutions:

This is done through text analytics capable of feats like analyzing the entire Twitter “fire hose” (fed into the Attensity system as an API) in real time. Analyze 6, Attensity’s latest release, includes a feature called ‘hot spotting,’ which identifies trending conversations as they’re happening, tracks “normal” volume, and alerts companies when that volume goes hot or cold.

What happens when negative tweets about the company who is trying to prevent complaints on social media start infiltrating the “firehose”? Our view is that the “fire hose” is looking more and more like a stream that only a handful of companies can make available and process.

Maybe Nathan Wehner knows?

Megan Feil, September 1, 2011

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.