Executives need to adapt processes to harness the impact of risk on social media channels with speed and efficiency. In this session, you’ll discover the role of social media outside of Marketing and learn how by applying automation to social media operations, companies can efficiently capture intelligence to assess and evaluate risk. Accenture Interactive will present their Social Media Intelligence™ platform, approach and best practices for developing and delivering a turnkey service for aggregating relevant, unstructured data and deliver it to stakeholders in a timely, comprehensible and highly actionable format.

1. 2 BIRDS, ONE STONE
ASSESSING SOCIAL RISK
WITH SPEED AND AT SCALE

2. Kristopher Bober
Social Media, North America
@krisbober
Jim Clark
Social Media, North America
@jp_clark
LOOK WHO’S TALKING

3. EVOLVE FROM SIMPLY HAVING A
PRESENCE ON SOCIAL TO WHERE
SOCIAL IS INTEGRATED INTO ALL
ASPECTS OF THE ENTERPRISE.

4. 1. BROADER ADOPTION THROUGHOUT THE
ORGANIZATION AND SCALING SOCIAL IS A
MAJOR CHALLENGE
2. SMALL DISAGGREGATED TEAMS DOING
SOCIAL FOR THE ENTERPRISE, FOCUSED ON
THE PRACTICE THAN APPLICATION OF
SOCIAL ON STRATEGIC BUSINESS IMPACT
3. USING OR ACTING ON DATA AND INSIGHTS
IS A MAJOR BARRIER TO DRIVING STRATEGIC
IMPACT ON THE BUSINESS
4. PROVING VALUE IS ELUSIVE AND CRITICAL
FOR ADOPTION
5. CLIENTS ONLY USE A FRACTION OF THE
SOCIAL DATA THEY COLLECT AND KEY
INSIGHTS ARE BEING LOST

5. CLIENT BACKGROUND
BUSINESS CHALLENGE
RISK AND IT STAKEHOLDERS SEEKING A SOLUTION CAPTURE KEY TRENDS
WITHIN THE SOCIAL LANDSCAPE TO ASSESS AND EVALUATE RISK AS IT
APPLIES TO PRODUCT LIABILITY OR ABILITY TO INVESTIGATE CLAIMS.
INEFFICIENT, MONOPOLIZING VALUABLE TIME OF THE UNDERWRITERS
AND SUPPORT STAFF
INCOMPLETE, IT IS NOT EXHAUSTIVE SINCE THERE IS ONLY SO MUCH
INFORMATION THAT CAN BE SCRAPED FROM THE INTERNET MANUALLY
INACCURATE, IT IS PRONE TO HUMAN ERROR AND OVERSIGHT

6. SOLUTION VISION
Underwriters use the dashboard to
monitor and research emerging risk
trends to determine renewal, pricing
decisions and to discuss with the
companies
Renewal
Pricing
“Solution”
Brandwatch + AIP
The “Solution” collects the data
from hundred of thousands of
websites, processes, analyzes and
converts in consumable insights
Internet content provides valuable
early warnings for emerging risks on
products and companies. However,
collecting and analyzing information
manually is not scalable
Social
Forums
Legal
Websites
Government
Websites
Scientific
Journals
FDA.com
BioSpace.com
Facebook
Yourlawyer.com
Drugs.com
Client
Discussions

7. SOLUTION ARCHITECTURE
Accenture Insights Platform (AIP)
Database
Website
Details
Keyword
Details
Pre-
processing
Merge Scoring
Processed
Data
Views
Filters
Product
Details
Insurance
Underwriter
Insurance
Underwriter
Insurance
Underwriter
Risk Dashboard
Internet Queries
Data
Files
Collects internet content from
millions of websites based on
product and keyword queries
Processes the collected data to identify
risk relevance, and to prioritize the
various pieces of information
The information is then presented using
easy to use dashboards that underwriters
can use on go forward basis

8. ASSESSING SOCIAL RISK ILLUSTRATIVE
Need:
• Find information (posts, articles,
reviews, filings etc. within social media
and develop a methodology that
assesses each mention and
automatically categorizes it allowing
the end-user to assign a value for next
step actions and decision-making.
• Value can be weighted and assigned
indices to help measure levels of need,
priority or opportunity.
Value
• Create a means to quickly evaluate,
score, visualize and flag key signals.
• Opportunity
• Risk Scoring
• Claims assessment
• Product Evaluation
• Buying Signals
• Care Issues
Financial Risk Index
Legal Risk Index
Financial Risk Index
Legal Risk Index
Product Risk Index
Product Risk Index
Financial Risk Index
Product Risk Index
Legal Risk Index
Financial Risk Index
Neutral – Positive – Mixed – Negative
Trigger Event – Abnormal or sustained volumes spikes
Competitor/Industry Index
Query Focus
“Nausea”
Query Focus
“All”
Query Focus
“Depression”
Query Focus
“Death”
Query Focus
“Financial”

9. VISUALIZATION
Life Sciences + Social Risk
23
4 16
39
1013
55
3
48
0
0
20
40
60
Social Government
sites
Litigation Site Scientific
Journal
Medical Sites
Data Source Categories
Additional Sites Discovered Sites Provided by Chubb
2155 2014
1095
803
243 245 204 104 15 68
0
500
1000
1500
2000
2500
Drug 1 Drug 2 Drug 3 Drug 4 Drug 5 Drug 6 Drug 7 Drug 8 Drug 9 Drug 10
Number of Risks Identified
Company 1
Company 2
Company n
Product 1
Product 2
Product n
Timeline
Channel
Sources
Severity
Word Cloud
Individual
Messages
Chubb
Portfolio
1046 901
215 211 188
0
200
400
600
800
1000
1200
JC Virus PML Pain Blood cell
Level
Infection
Top 5 Side Effects
Word Cloud
50%
43%
7%
Risk category
High
Medium
Low
137 147 157
222
99 108
172 167 180
209
170 173
73
0
50
100
150
200
250
Timeline

10. CLIENT BENEFITS
BUSINESS RESULTS
PROVIDED A MEANS TO QUICKLY CAPTURE VISUALIZE SOCIAL DATA TO
ASSESS AND EVALUATE RISK ASSOCIATED WITH THEIR CUSTOMERS
PRODUCTS FOR UNDERWRITING PURPOSES
PROVIDES AN ADDITIONAL LAYER OF INFORMATION CREATING A
SCALABLE, MULTI-DIMENSIONAL APPROACH TO RESEARCH
EASILY AND EFFICIENTLY SOURCING INSIGHTS TO NEGOTIATE HIGHER
ANNUAL CLIENT PREMIUMS
PROVIDES A HIGHLY COST EFFICIENT APPROACH TO CONDUCT
RESEARCH THAT PREVIOUSLY TOOK WEEKS TO PERFORM MANUALLY

11. THANK YOU.