1. CON F I DENT I AL + NOT F O R D I ST R I BUT I ON
How Did a Few Microsoft Staffers Listen to Thousands of Event Attendees?
Objective: Listening & Monitoring, Co-ordinated Response, Reporting Solution: Social Event Management@Scale
The Story
Microsoft hosted its annual North American TechEd Conference in
Atlanta in April, 2011. To ensure smooth event execution and high attendee
satisfaction via social channels,Microsoft wanted to implement real time
monitoring, escalation, and reporting. The intense 4-day event required
staffing 24 hours a day to meet the needs of some of the most tech savvy
people in North America.
What Happened? The Results
In addition to identifying over 27,000 event-related messages in real-time,
Microsoft:
• Automatically assigned a sentiment score to all even-related messages,
classifying them as positive, negative, or neutral.
• Identified 100 high priority messages that required escalation, routing them with a
combination of automated and manual workflow to the right person for response.
• Quickly resolved over 150 unique questions with pre-approved messages.
• Provided 24 hour coverage of all event-related social mentions including distributed
mobile access.
• Obtained post-event reporting including conversation analysis and actionable feedback
designed to improve future events.
What You Can Learn
It’s About Technology + Related Services
Social@Scale Technology: Natural Language Processing
(“the Zengine”) enables real-time scoring of huge volumes of
messages, identifying potential issues as soon as they arise.
Social@Scale Governance Framework: Pre-aproved message
templates, response protocols, and escalation procedures laid
out before the event save time and reduce risk.
Social@Scale Operational Framework: A dedicated Sprinklr
Social Event Management@Scale group working in concert
with Microsoft’s team set clear roles and responsibilities for
monitoring, conversation management, and reporting to ensure
smooth execution.
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H o w t h e En t e r p r i s e D o e s So c ial @ S c al e
CONFIDENTIAL + NOT FOR DISTRIBUTION | © SPRINKLR, 2012