WNS SocioSEER

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: WNS Holdings (P) Ltd., Mumbai, India
Company Division/Group: WNS Global Services (P) Ltd.
Company Description: WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 300+ clients around the world by combining operational excellence with deep domain expertise in key industry verticals, including banking and financial services, healthcare, insurance, manufacturing, media and entertainment, consulting and professional services, retail and consumer
Nomination Category: Products & Product Management Categories
Nomination Sub Category: Best New Product or Service of the Year - Software - Social Business Solution

Nomination Title: WNS SocioSEER

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date.

Social media presence has become an integral part of an organization’s brand strategy. However, not many have been successful in turning it into a strong and effective mode of brand communication and customer engagement. The social media experiment for most organizations has been either a case of nominal presence with no proactive customer engagement or a case of heavy investment with no significant return.

Some of the biggest challenges have been to pick out relevant information from the huge amount of data social media platforms generate, make sense of that information in the context of a company’s industry and product offering, and measure the outcome.

SocioSEER is a proprietary big data analytics platform by WNS that lets organizations create brand advantage by harnessing the real power of social media. SocioSEER combines machine learning and deep domain expertise to help brands proactively manage and outperform their stated goals around brand health, customer centricity and topline growth. The solution is built on a scalable, open source tech stack that uses WNS proprietary http://re.co.in/">RE.CO.IN Methodology and MapReduce programming models (parallel processing) on NoSQL databases.

SocioSEER meets the three key challenges that every brand encounters in social media:


How do I filter the noise out? SocioSEER picks the right data that represents the true customer voice.
How do I add context to the data? SocioSEER adds domain sensitivity to the data to make it more relevant.
How do I measure the outcome of my social media presence? SocioSEER identifies the right metrics to measure and track brand equity.

Features

With SocioSEER, organizations can adopt an intelligent, proactive way of gathering insights on its brands and thereby stay in touch with the changing expectations of customers. Brands can now improve performance with easy-to-consume, custom deployed metrics, indices, target lists and analysis – delivered via a simple Cloud login.

The following first-of-its-kind features help companies measure and improve online brand equity:

-TruSocial: social data devoid of noise reveals “true customer speak;” covers all social media sources.
-CaTs (Categorized Theme Set): Pre-built industry specific, categorized theme sets that filter all incoming social chatter and prioritize in real-time customer queries/complaints according to the company’s customer service objectives.
-TruMarket: provides an industry/competitor benchmarked, unified brand equity index. It allows brands to benchmark their performance across a wide set of parameters and conduct custom research projects on social media.
-TruAssist: provides customer service agents a summary of past interactions while handling a customer query. Features include personalized responses with artificial intelligence, “virality prediction”, influence, sentiment etc.
-TruSuggest: helps to prioritize incoming traffic and suggest the best possible response using a combination of machine learning and business rules.

Implementation:

A leading entertainment and media house adopted SocioSEER to manage the “true feedback and Value” of its hundreds of established artists across multiple geographies and across multiple platforms to aid timely notification and appropriate management of responses to the artist listeners/fans. SocioSEER also helped identify emerging, raw and unqualified talent through videos posted on YouTube, Facebook, Twitter, Instagram, SinaWeibo, TancentWeibo and Migme.

SocioSEER using its proprietary machine learning algorithms, in-house taxonomies and deep domain infusions, can categorize viewer comments and determine viewer sentiments associated with each artist across platforms allowing for timely acknowledgement and handling of feedback.

SocioSEER also helped benchmark artistes on their “virality” using social media engagement scores i.e. the number of fans, favourites, likes, dislikes and comments. Its Cloud-based interface effortlessly managed complex, unstructured information in real-time for both timely action and decision making across millions of impressions and hundreds of artist pages across multiple platforms.

Impact:

~10 million social media impressions analyzed per year
$250K+ saved in equivalent non-automated existing solutions
+10,000 human hours saved annually due to automation and machine learning
Artiste spend on promotions optimized by up to 25% and channel spend by ~20%
Complete Coverage of all necessary comments across the landscape
Reduction in acquisition cost
2X speed tracking competition

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service.

§ SocioSEER is a proprietary big data analytics platform by WNS that lets organizations create brand advantage by harnessing the real power of social media.
§ It combines machine learning and deep domain expertise to help brands proactively manage and outperform their stated social media goals around brand health, customer centricity and topline growth.
§ Built on a scalable, open source tech stack that uses WNS proprietary RE.CO.IN Methodology and MapReduce programming models (parallel processing) on NoSQL databases.
§ Offers an intelligent, proactive way of gathering insights on brands. Brands can now improve performance with easy-to-consume, custom deployed metrics, indices, target lists and analysis – delivered via a simple Cloud login.