Download - Text Semantics and Cognitive Solutions
INSIGHTS. ANALYTICS. INNOVATIONS.
INSIGHTS|ANALYTICS|INNOVATIONS
Text Semantics and Cognitive Solutions
Engaging Customers Through Knowledge Augmented
Expert Systems
… by using customer reviews, wikitravel, social media …
INSIGHTS. ANALYTICS. INNOVATIONS.
Key Business Objective(s)
• Summarize insights from online customer reviews on hotels
• Enable search based on hotel reviews and feedback content tags
• Intelligence insights and smart search tool based on travel location and hotel information
Review a hotel not based on rating only but also based on feedbacks given by guestsSearch a hotel not based on price and location only but also based on key words like “child friendly”
INSIGHTS. ANALYTICS. INNOVATIONS.
Customer Reviews Data from Web portal, wikitravel & Social Media
Location – Paris, 10 Hotels
Reviews from travel web portal, Facebook, Google
Text – English Language (1643 reviews)
Location Wiki Data of 15th Arrondissement from wikitravel.org
INSIGHTS. ANALYTICS. INNOVATIONS.
Sample Information Extraction from Text (Reviews)
“Great experience. We really enjoyed our experience staying at the xxxx at the CDG Paris airport. The was welcoming and informative explaining in English about the hotel. Dinner was a wonderful experience, great food and wine and desserts. Breakfast was equally good too, though coffee is considered an extra not an essential as Americans would say! The location was perfect for access to the CDG Paris Airport and taxi service worked well, though there is construction around the hotel”
Entities
CDG Paris Airport
Breakfast
Wine
Desserts
Taxi
Themes
WonderfulExperience
Airport hotel
Easy access
Topic Category(s)
Food
Environment
Service
Intent/Opinion
Recommend for Airport
hotel
“Close to Capital XXX but not very clean. (bed bugs). The hotel is very close to eiffel tower, they people at the desk was friendly. When we arrived they had a problem with the system and our reservation does not showed up, the wifi was not working that night. Other problem we had is that there was bed bugs in the bed. we have lot of bites in the back and shoulders. And finally I was charged 2-5 euros for a drink at the fridge that I didn`t took. I never even opened the fridge and they charged me. I don`t care about 2.5 euros but this is not correct.”
Entities
Bed bugs
Eiffel
wifi
charged
problem
Themes
Insect Bites
Location
Service
Topic Category(s)
Health
Comfort
Intent/Opinion
Poor service
Poor hygiene
Recommend for tourist location
Positive Sentiment Negative Sentiment
INSIGHTS. ANALYTICS. INNOVATIONS.
Topic and Entity Insights – Customer Reviews of 10 Hotels in Paris
• Topic wise sentiment polarity (positive, negative, neutral
• Identify customer behaviour by region – topics of interest base on topic entity mentions by traveller origin.
• Which entities are usually mentioned together in comments – help to focus on key elements and customer interests.
Topic Based Polarity Analysis
Food Drinks Bed Toilet Curtains Wifi
Food 210 89 33 12 21 9
Drinks 89 187 42 31 11 38
Bed 33 42 125 67 31 42
Toilet 12 31 67 82 27 34
Curtains 21 11 31 27 36 12
Wifi 9 38 42 34 12 63
Entity Mention Correlation Matrix (illustrative)
INSIGHTS. ANALYTICS. INNOVATIONS.
Customer Reviews Analytics for Hotel Capital XXX, Paris
Hotel Capital
XXX
Reviews from travel web portal
Wiki data from
wikitravel
Social Media
Reviews from
Detailed analysis and intelligence from text content using customer reviews on travel portal, Facebook customer reviews and wikitravel location details.
INSIGHTS. ANALYTICS. INNOVATIONS.
Hotel Capital XXX- Customer Review Summary
Entities and Attributes Extracted from ReviewsTopic Entity Data Source Contextual Attributes from Review Details
with % of mentions in Text Corpus.
Locate Travel Portal Great (43%), Excellent (7%), Good (7%), Ideal (5%)
Hotel Travel Portal Nice (15%), Clean (6%), Great (5%), Small(4%)
Hotel Staff Travel Portal Friendly (30%), Helpful (21%), Great (5%)
Walk Travel Portal Short (56%), 5 Min (22%), Easy (22%)
Bed Travel Portal Comfort(58%)
Room Travel Portal Small (20%), Clean (16%), Comfort (6%), Cozy (2%), Quiet (2%)
Stay Travel Portal Great (27%), Short (14%), Excellent (9%)
Service Travel Portal Great (38%), Hot Water (41%)
Time Travel Portal Late Night (22%)
Restaurant Travel Portal Good (17%), Nice (11%)
Room Facebook, Google
Clean (29%)
Staff Facebook, Google
Friendly (56%), Helpful (23%)
INSIGHTS. ANALYTICS. INNOVATIONS.
Hotel Capital XXX- Wiki Topic Tags Extraction
**Source: http://wikitravel.org/en/Paris/15th_arrondissement
Topic Entity Data Source Contextual Attributes from Review Details with % of mentions in Text Corpus.
Locale Wikitravel.org South-west, Left Bank, Up Market, Quiet
Landmarks/Organizations Wikitravel.org Musée des Arts Premiers, Saint-Michel-Notre Dame, Metro, McDonald's on Place Charles Michel
Person Wikitravel.org Necker, Saint Lambert, Charles Michel
Food Wikitravel.org Local (Le Petel), Café Zinc-Zen, Irish Pub
Transport Wikitravel.org Metro (Bir-Hakeim, Champ-de-Mars), Train, Tram, Bus, batobus
Technology Wikitravel.org Wifi
INSIGHTS. ANALYTICS. INNOVATIONS.
Hotel Capital XXX- Topic Tagging Solution
ServiceLocation Staff
Room Hotel
Attractions Locale Transport Food Shopping Famous
Wiki topic tags based on hotel related content available on web, social media, books, news etc
Customer Review topic tags
Things to Do Places
INSIGHTS. ANALYTICS. INNOVATIONS.
Hotel Capital XXX- Topic Attribute Review Details
Location
Tags(s) Reviews
Sentiment: Strongly Positive
Attributes: Excellent, Good, Satisfied
Places : Eiffel Tower, Seine River, RER
• Excellent Hotel fantastic location. Very good and excellent experience great location very friendly, helpful, professional staff very clean place very satisfied with entire stay
• Top notch. Close to Eiffel Tower, perfect locations, staff at hotel very lovely and helpful. Restaurants next door was very good.
• Perfect!!!. This hotel is the perfect option for a city break in Paris. All of the staff are extremely friendly and helpful, the hotel was maintained and cleaned to an exceptional standard and the location is ideal, less than a 5 minute walk from the Eiffel Tower. I emailed the hotel before we arrived to request a balcony room with a view of the river Seine. The hotel responded to my email straight away and the request was fulfilled when we arrived. I had planned to propose to my girlfriend whilst in Paris and after some thought I decided to do it in the lovely courtyard area where you can enjoy a peaceful drink within the hotel grounds. It turned out to be the perfect place with it being quiet, personal, set in beautiful surrounds and we also got to enjoy a complimentary bottle of champagne from the staff. We both enjoyed everything about this trip and highly recommend it to everyone. We will be back!
• Ideal Location. Just outside one metro and one REF station. Plenty of options to eat. Friendly staff. Clean rooms.• Ideally situated hotel. Return visit and hotel still as great, ideally situated, friendly helpful staff• Nice hotel close to the attractions.. Great weather, friendly and helpful staff with a nice clean environment.• Lovely and small. Excellent near Eiffel , river , and metro! Good staff , reception is open 24hrs, free wifi , nearby lots
of eateries , 5min walk to Eiffel so we saw it from every angle at all times of day/night ! Enjoy Paris!!!!
Detailed insights into reviews grouped by contextually relevant topic attribute tags and entities.
INSIGHTS. ANALYTICS. INNOVATIONS.
Cognitive Solution - Creating Knowledge from Data
INSIGHTS. ANALYTICS. INNOVATIONS.
Digital Knowledge Ecosystem – Hotels
Destination
Hotels
Reviews
Ratings/Comments
Images
Social Media
Blogs
Wiki
Lonely planet
Hotel Website
Travel Diaries
Books
News/Events
Social Media
Local News
Location
Wiki
News/Events
Places
Transport
Food
Travel
Flights
Bus
Car
Cruise
News/Events
News Channel
Social Media
Local News
Have a Budget.
Want a good experience
Have safe trip
Explore the best
Relax and chill
Make the rightChoice – hotels,Food, places, transport
Customers Sample Digital Knowledge Ecosystem - Travel & Tourism
Know all suggestions
Hotels
Need more customers
Personalized experience
Competitive Pricing
Effective Campaigns
Improve CustomerService
Track Consumer Behaviour
INSIGHTS. ANALYTICS. INNOVATIONS.
Cognitive Solutions – Knowledge Modelling
Free Form Customer Reviews Text
Semantic Normalization
NLP
Text Mining
“Perfect!!!. This hotel is the perfect option for a city break in Paris. All of the staff are extremely friendly and helpful, the hotel was maintained and cleaned to an exceptional standard and the location is ideal, less than a 5 minute walk from the Eiffel Tower. I emailed the hotel before we arrived to request a balcony room with a view of the river Seine. The hotel responded to my email straight away and the request was fulfilled when we arrived. ……”
Language Dictionary
Domain Taxonomy and Metadata
Business Ontology/Rule Engine
Augmented Cognitive Knowledge Graph
External Data (Wiki, travel books etc.)
Knowledge Engineering
INSIGHTS. ANALYTICS. INNOVATIONS.
Intelligent Search Solutions
Topic based semantic search on user reviews content
- “family friendly”, “budget buffet breakfast”, “baby swimming pool”
Semantic Search -What hotels can you recommend for family stay close to tourist attractions in Paris? …...
Voice Interface for Speech to Text
INSIGHTS. ANALYTICS. INNOVATIONS.
Summary
Customers
• Query based intelligent search platform
• Review content topic and attribute wise search
• Integrated data on single platform – hotels, review sentiments, wiki – location, transport, place etc.
Hotels
• Intelligent insights on customer reviews and sentiments for service improvement - topic and entity wise.
• Competitor Analysis – What positive topics are most discussed for competitors?
Travel Portals
• Engage more customers on the platform with easy integration with smart devices (smart watch, phones etc.)
• Consumer behavior mining for value added data services to other industries and SME business.
Use Cases
Customer Reviews
Social Media (Facebook)
Location Wiki – wikitravel Digital Knowledge System
INSIGHTS. ANALYTICS. INNOVATIONS.
INSIGHTS|ANALYTICS|INNOVATIONS