Multi-threaded text affinity analyzer for text and sentiment analytics
A method and system are disclosed for analyzing text affinity among a plurality of social media communications, comprising dividing a first social media communication into first plurality of social media communication threads; dividing a second social media communication into a second plurality of social media communication threads; performing a text affinity analysis operation between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads; and, determining a level of intervention to perform based upon the text affinity analysis operation.
1. A computer-implementable method for analyzing text affinity among a plurality of social media communications within a social media environment, the social media environment comprising a social media system executing on hardware processor of a social media server, a text affinity analysis system executing on hardware processor of a text analysis server and an administrator information handling system, the method comprising:
dividing via the text affinity analysis system executing on the hardware processor of the text analysis server a first social media communication into first plurality of social media communication threads received from the social media system;
dividing via the text affinity analysis system executing on the hardware processor of the text analysis server a second social media communication into a second plurality of social media communication threads received from the social media system;
performing via the text affinity analysis system executing on the hardware processor of the text analysis server a text affinity analysis operation between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads, the text affinity analysis operation generating a text affinity analysis score;
determining via a hardware processor of the administrator information handling system executing on the hardware processor of the text analysis server a level of intervention to perform based upon the text affinity analysis operation; and
performing an intervention in response to determining the level of intervention to perform, the intervention being performed via a text analysis system user interface implemented on the administrator information handling system, the intervention comprising performing at least one of a first level intervention and a second level intervention, the first level intervention comprising performing a web-based type of intervention, the web-based type of intervention being performed via the text analysis system user interface, the second level of intervention comprising performing a hands-on type of intervention, the second level of intervention being performed in response to an indication to perform the second level of intervention via the text analysis system user interface; and wherein
the text affinity analysis score is based upon a Mahalanobis Distance (MD) between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads.
2. The method of claim 1 , wherein:
the level of intervention to perform is based upon the text affinity analysis score.
3. The method of claim 2 , wherein:
a text affinity analysis score less than a predetermined amount increases the level of intervention to perform.
4. The method of claim 1 , wherein:
the first thread of the first social media communication comprises a first feedback thread;
the second thread of the first social media communication comprises a first customer experience thread;
the first thread of the second social media communication comprises a second feedback thread;
the second thread of the second social media communication comprises a second customer experience thread.
5. The method of claim 1 , wherein:
the text affinity analysis operation identifies key words in each of the threads of the first plurality of social media communication threads and the second plurality of social media communication threads.
6. A system comprising:
a processor;
a data bus coupled to the processor; and
a computer-usable medium embodying computer program code, the computer-usable medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations for near-real-time competitive insights associated with user interactions within a social media environment the social media environment comprising a social media system executing on hardware processor of a social media server, a text affinity analysis system executing on hardware processor of a text analysis server and an administrator information handling system, the plurality of computer operations comprising instructions executable by the processor and configured for:
dividing via the text affinity analysis system executing on the hardware processor of the text analysis server a first social media communication into first plurality of social media communication threads received from the social media system;
dividing via the text affinity analysis system executing on the hardware processor of the text analysis server a second social media communication into a second plurality of social media communication threads received from the social media system;
performing via the text affinity analysis system executing on the hardware processor of the text analysis server a text affinity analysis operation between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads, the text affinity analysis operation generating a text affinity analysis score;
determining via a hardware processor of the administrator information handling system a level of intervention to perform based upon the text affinity analysis operation; and
performing an intervention in response to determining the level of intervention to perform, the intervention being performed via a text analysis system user interface implemented on the administrator information handling system, the intervention comprising performing at least one of a first level intervention and a second level intervention, the first level intervention comprising performing a web-based type of intervention, the web-based type of intervention being performed via the text analysis system user interface, the second level of intervention comprising performing a hands-on type of intervention, the second level of intervention being performed in response to an indication to perform the second level of intervention via the text analysis system user interface; and wherein
the text affinity analysis score is based upon a Mahalanobis Distance (MD) between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads.
7. The system of claim 6 , wherein:
the level of intervention to perform is based upon the text affinity analysis score.
8. The system of claim 7 , wherein:
a text affinity analysis score less than a predetermined amount increases the level of intervention to perform.
9. The system of claim 6 , wherein:
the first thread of the first social media communication comprises a first feedback thread;
the second thread of the first social media communication comprises a first customer experience thread;
the first thread of the second social media communication comprises a second feedback thread;
the second thread of the second social media communication comprises a second customer experience thread.
10. The system of claim 6 , wherein:
the text affinity analysis operation identifies key words in each of the threads of the first plurality of social media communication threads and the second plurality of social media communication threads.
11. A non-transitory, computer-readable medium embodying computer program code for near-real-time competitive insights associated with user interactions within a social media environment the social media environment comprising a social media system executing on hardware processor of a social media server, a text affinity analysis system executing on hardware processor of a text analysis server and an administrator information handling system, the computer program code comprising computer executable instructions configured for:
dividing via the text affinity analysis system executing on the hardware processor of the text analysis server a first social media communication into first plurality of social media communication threads;
dividing via the text affinity analysis system executing on the hardware processor of the text analysis server a second social media communication into a second plurality of social media communication threads;
performing via the text affinity analysis system executing on the hardware processor of the text analysis server a text affinity analysis operation between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads, the text affinity analysis operation generating a text affinity analysis score;
determining via a hardware processor of the administrator information handling system executing on the hardware processor of the text analysis server a level of intervention to perform based upon the text affinity analysis operation; and
performing an intervention in response to determining the level of intervention to perform, the intervention being performed via a text analysis system user interface implemented on the administrator information handling system, the intervention comprising performing at least one of a first level intervention and a second level intervention, the first level intervention comprising performing a web-based type of intervention, the web-based type of intervention being performed via the text analysis system user interface, the second level of intervention comprising performing a hands-on type of intervention, the second level of intervention being performed in response to an indication to perform the second level of intervention via the text analysis system user interface; and wherein
the text affinity analysis score is based upon a Mahalanobis Distance (MD) between respective threads of the first plurality of social media communication threads and the second plurality of social media communication threads.
12. The non-transitory, computer-readable medium of claim 11 , wherein:
the level of intervention to perform is based upon the text affinity analysis score.
13. The non-transitory, computer-readable medium of claim 12 , wherein:
a text affinity analysis score less than a predetermined amount increases the level of intervention to perform.
14. The non-transitory, computer-readable medium of claim 11 , wherein:
the first thread of the first social media communication comprises a first feedback thread;
the second thread of the first social media communication comprises a first customer experience thread;
the first thread of the second social media communication comprises a second feedback thread;
the second thread of the second social media communication comprises a second customer experience thread.
15. The non-transitory, computer-readable medium of claim 11 , wherein:
the text affinity analysis operation identifies key words in each of the threads of the first plurality of social media communication threads and the second plurality of social media communication threads.
16. The non-transitory, computer-readable medium of claim 11 , wherein the computer executable instructions are deployable to a client computer from a server at a remote location.
17. The non-transitory, computer-readable medium of claim 11 , wherein the computer executable instructions are provided by a service provider to a user on an on-demand basis.