Customer’s perceptions of a brand are shaped by both what the company does and what other people say about it. Psychological research has it that emotions, in addition to information, play a significant role in influencing human perceptions and decision-making. With the growing user engagement on Social media , TEXTIENT’s emotion aware, social media monitoring and analytics can help bridge this engagement positively . TEXTIENT's Customer care monitoring for Twitter helps organisations to effectively identify their customer interactions, issues and provide better services and manage relations by taking timely and appropriate actions. On the front lines of your Twitter based Customer care operations, Organisations need quick insights to your customer interactions.With just the right customer business intelligence and its visual insights, TEXTIENT empowers you to perform fast data-driven decisions. sense,calibrate and respond quickly. Any business which has a dedicated customer support handle on twitter can fully leverage our services. This includes verticals such as Financial Services, Electronics, Technology, Sporting goods, Internet services, E-Commerce, Automotive, Business Services so on.

1. ‘Emotion Aware’ Twitter Customer Care Monitoring
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2. When companies today try to meet their
customers where they live, they increasingly
find that it is on social media.
Now that such sites are an integral part of the
culture, using them for customer care is moving
from cutting-edge concept to business necessity
Knowledge@wharton

3.  Analytics Today is Complex &
Overwhelming
 NO easy way to Understand
Conversations
 It’s difficult to identify & get
the right insights
The Problem
• Varied moods & feelings
Expressed
• Noisy signals
• Can’t manually sift & gauge
• Customer experiences ,
response & complaints
• Sheer Volume of
conversations growing by day
Why was flight pp1xx2 so ridiculously hot It was brutal Severe baggage delay nearly ruined the wedding Didn't think we'd have to wait quite so
long.
I just want to be sure that I wont need visa for the hour that I will be there. my email is xxxx
WOW so weird that you aren't able to help Thanks once again for nothing
I'm especially partial to the cookie, but the sandwich I got on my flight was excellent as well
With tons of messages, How will you ever know what your customers are saying and get a
grip of the situation ?
Sorry fix your boarding & security process in Panama. I am polite when I say it was messy.
Customers
on Twitter
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4. Customer care on Twitter today is a nightmare
for many due to lack of insights and there are no
effective ways to know what the customers are
saying...
With raising expectations, When you Fall Short of
your services, Your business is negatively impacted
Customer Commitment, Satisfaction, loyalty and
Value are put to risk
‘Publicly available feedback’ of issues may create negative
perceptions with the masses. This can raise the risk of
your brand reputation.
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5. confidential

6. TEXTIENT Analytics is Emotion Aware, Effective,
Simpler and Easier
Sad,Angry,Disgust
Anticipation
(Neg/Pos)
Surprise, Joy
TEXTIENT Customer Care monitoring for Twitter
User Interactions on your ‘Twitter Care Handle’ are semantically interpreted to
detect critical information and recognize ‘EMOTIONS’ that help gauge the
conversations, draw conclusions and drive sharper business decisions.
Insights , Dashboard Analytics
Data Analysis & Scheduled Reports
Intelligent Emotions detection (+)/(-)
Intelligent Tone Analysis (+)/(-) &
Filtering
Twitter message stream monitoring
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7. Emotion Possible cause, reasons Remarks
Anger Frustrations when things doesn't work as intended ,Disappointments, Inability
to contact, long waits, delays, losing something, changes in a service, Bad
service, No refunds (stronger correlation to complaints and negative word of
mouth)
Issues may be severe or may indicate
escalation. Characterised by feelings
similar to sadness cited below.
Dissatisfaction usually precedes anger
Disgust Long waits and Delays , losing something, Changes to or No service
availability, Bad service, Poor product quality or service experience , Bad
encounters, Communication gaps
Stronger form of Emotion expressed. Issues
may be severe or may indicate escalation.
Characterised by feelings similar to sadness
cited below.
Sadness Bad service , Delays, Issues not yet fixed, Perception about a product [e.g.
price] /Service, things not working, Communication problems
characterized by feelings of disadvantage,
loss, despair, helplessness and sorrow
Anticipation (Neg) Seeking attention , Hoping for a resolution, Conveying an expectation,
Something getting moved in future, Awaiting a response, presentiment
Expressed in a Negative tone
Surprise (Neg) An unexpected issue or fact , Things that didn’t work with all/every possible
try, some thing unexpected ,causing shock
Characterised by feelings of /similar
to dumbfound, daze, benumb, confound,
take aback, jolt, shake up etc.
Joy
Anticipation(Pos) Similar to Pos. Anticipation, But expressed in a positive tone Expressed in a positive/diplomatic/
harmless tone
Surprise (Pos) Similar to Neg. surprise, But expressed in a positive tone
Trust NA believe in the reliability, truth, or ability of.
* Universal and Blended emotions
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8. • Detect Customer complaints and responses by Negative & Positive Emotional Indicators
• Advanced Emotion indicators - ‘Negative-Anticipation’
• e.g. Please answer my DM, it is really urgent -(
• Performs in-depth Analysis & Filtering
• Intelligently classified ‘RAG Status’ (severity)
• Regularly Delivered as Simple Excel reports– Email , Web . 90 days Archive
Automated Twitter monitoring,
Analysis & Reports
• Dashboard for Quick insights
• Powerful metrics for Decision making
• Visualisation of trends through simple Charts
• Transparent & organised ‘analysis data’
Powerful Analytics &
Visualisation
• Delivered as a Cloud service on the Web
• 3 steps to get started
Cloud based Self Service
• SaaS & Dedicated Cloud service for Single & Multiple Twitter sites
• Flexible Scheduled Analysis & Reports, Custom mining & Big (twitter) data solutions
• Master control/MSP module for Digital Agencies
• White Label engagement
Deployment models
Monitor Measure Analyse Decide
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9. TEXTIENT
Monitors &
Analyses
tweets
+
-
TEXTIENT
Smart
Filtering
Joy
Surprise
Anticipation
Sadness Anger Disgust
Fear Anticipation
Surprise
Trust
Detect & Recognize Emotions in
Communications *
Users complain,
respond on your
Twitter Customer
care pages
• User Twitter Handle , Message date & time , Message Frequency, User Geo-location
Excel reports - Dashboard & Analytics via Email & Web
* Primary Emotions : Angry,Sad,Disgust,Fear,Surprise,Joy,Trust
* Blended Emotions : Positive & Negative Anticipation, Positive & Negative Surprise
Issues Assessments, Segmentation, RAG Severity, Sorting and Charts

10. Twitter Customer Care Monitoring – Visualisation of Critical data
Customer moods, Issues & Severity scales, Trends, Insights & Reasons
e.g. Emotion (Index) Chart Quickly points to the possible nature, scales and severity of the
situation
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11. Quickly Gauge & understand the nature of problems voiced, identify dissatisfied customers for remediation.
• Helps you to prioritise and act fast
• Helps sustain satisfaction and improve trust and loyalty
Strike better relationships with the individual customers as you can understand their concerns and issues at a granular level !
Positive Emotions and related Analytics can help discover instances of satisfaction & trust . Leverage this for Revenue driving
opportunities.
Helps identify and remediate the gaps in your Customer service operations to deliver better results and provide more powerful
consumer experiences.
Managed Cloud based Self service greatly lowers in-house IT deployments and complexity
Master control/MSP model for Digital agencies can help augment their Consulting & Services value adds.
Flexible, Scalable & Cost effective delivery models for all sizes of companies to get started quickly.
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12. Users Sign up
on the TEXTIENT
Site and Add
their Twitter
Page *, Access
Dashboard
Monitors
Customer
responses and
Complaints
(Daily time
Scheduled)
Performs
Intelligent *
Emotion aware
Analysis
(Human Emotion
Aware)
Creates Powerful
& Easy to
understand
Analytics as
Excel Reports
Daily, Multiple
Email reports to
users/Made
available on the
Web
Reports are
Archived on the
Cloud for 90
days, Web
access
Cloud Service - 3 Simple steps to Get started
Confidential confidential

13. www.textient.com
What is on the Works ?
• Intelligent Reason identification
• Anomaly detection & Alerts
• Predictive Analytics
• Facebook , G+, Email Channels