Products:

• VIKI Sentiment: based on the analysis of web data sources, allows to improve a company product placement and assessment on the market and to apply marketing strategies much more efficient thanks to reliable data and statistics;
• VIKI Natural Contact: is a communication platform that receives, forwards and replies to customers requests, thus speeding up the customer care. VIKI Natural Contact provides support to the activity of call center operators, thanks to its automatic classification and routing of requests. VIKI Natural Contact can be integrated into main ticketing and CRM platforms, adding the semantic data management features.
• VIKI Social CRM: is a system that provides a 360° vision on customers and interations between the company and social media channles.

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DESCRIPTION

Determining the market attitude towards a brand value is essential in order to understand customers feedback and determine the best strategies to develop during the planning of digital marketing activities of a company.

The sentiment analysis of a brand, allows to understand in realtime which is the customers opinion about it, provides an overview on the market behaviour respect to a product, a service, a company, or a single person. Market Sentiment monitoring will then provide a wide overview on the customers point of view against the product and its competitors.

The objective is to assess the qualities that a brand has in the eyes of the general public of the Internet and to suggest strategies to improve the corporate image. The sentiment evaluation is part of a correct strategy of "Online Brand Reputation Management": this global vision of the Web will allow companies to plan corrective actions and improvements, quickly identifying problems and intervening in cases of significant threats.

The architecture of participation, collective intelligence and emergency mechanisms are revolutionizing the way companies do business and generate profits. In a globalized economy, the quality of products and services offered and corresponding to the needs of consumers are important elements to evaluate. These factors are highlighted only by means of monitoring the reputation and perception of the brand on the web and then implementation of integrated processes of Social CRM, defined as an organization that has put together the strategies, technologies and processes acts to systematically engage all individuals that make up their ecosystem (employees, customers, partners, suppliers) in the maximization of value co-creation. The companies are equipping structures, frameworks and skills to take full advantage of new ways of relating, and measure the results at the same time reduce the risks.

Sentiment Analysis tools identify the positivity or negativity of the opinions expressed on the Web and the degree of emotional intensity. To achieve this, a semantic analysis engine,able to interpret the meaning of a text and extract useful information to determine the popularity of a product or service, is needed. There are two core values that identify the sentiment: the intensity and passion the Web reputation. The emotional element thus becomes the cornerstone of an opinion expressed on the web. The netbase, a leader of the U.S. market, the concept of sentiment expressed in a graph with four quadrants opposite (Pleasure - Sorrow - Love-hate) that identify the "Brand Passion Index." Each brand is identified by a circle analyzed based on the large amount of comments made and placed into quadrants based on the relationship between emotional intensity (passion intensity) and orientation (sentiment range).

Our methodology is based on semantic analysis and interpretation of written language through the study of syntax, the repetition of keywords and the deciphering of idiomatic. The study of natural language is the foundation of our platform for the analysis of the sentiment. The amount of extracted data is processed and properly examined by crossing technologies of Data Mining and Information Retrieval, associating related data and grouping them into predefined categories that allow the correct interpretation. Our solutions, shifting the focus from the product to the monitoring of the service, can be applied in areas as diverse as it is important to the opinion expressed by a user who is not only a mere consumer but an active player that can impact on the performance of the company.

The important thing is that we take care of the study variables and the attention to semantic disambiguation of terminology that should be verified and resolved to ensure a precise and reliable results.

The semantic software of Software Evolution capture and analyze the opinions expressed on-line automatically, exposes them in charts and dashboards that enable companies to monitor real-time consumer decisions and conduct their sales and marketing strategies.