Paper Info
Title
LCI: a social channel analysis platform for live customer intelligence
Abstract
The rise of Web 2.0 with its increasingly popular social sites like Twitter, Facebook, blogs and review sites has motivated people to express their opinions publicly and more frequently than ever before. This has fueled the emerging field known as sentiment analysis whose goal is to translate the vagaries of human emotion into hard data. LCI is a social channel analysis platform that taps into what is being said to understand the sentiment with the particular ability of doing so in near real-time. LCI integrates novel algorithms for sentiment analysis and a configurable dashboard with different kinds of charts including dynamic ones that change as new data is ingested. LCI has been researched and prototyped at HP Labs in close interaction with the Business Intelligence Solutions (BIS) Division and a few customers. This paper presents an overview of the architecture and some of its key components and algorithms, focusing in particular on how LCI deals with Twitter and illustrating its capabilities with selected use cases.
Year
DOI
Venue
2011
10.1145/1989323.1989436
SIGMOD Conference
Keywords
Field
DocType
live customer intelligence,lci deal,popular social site,close interaction,hp labs,new data,business intelligence solutions,particular ability,hard data,social channel analysis platform,sentiment analysis,social media,near real time,use case,customer intelligence,opinion mining,business intelligence
Customer intelligence,Data mining,World Wide Web,Architecture,Use case,Social media,Channel analysis,Computer science,Sentiment analysis,Business intelligence,Dashboard (business),Database
Conference
Citations 
PageRank 
References 
16
0.91
7
Authors
8
Name
Order
Citations
PageRank
Malú Castellanos185754.71
Umeshwar Dayal284522538.92
Meichun Hsu33437778.34
Riddhiman Ghosh434816.06
Mohamed Dekhil510818.35
Yue Lu6160.91
Lei Zhang725514.13
Mark Schreiman8160.91