アンケートの回答データに機械学習（感情分析）を活用した事例紹介

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Ξϯέʔτͷճ౴σʔλʹ ػցֶशʢײ৘෼ੳʣΛ׆༻ͨ͠ࣄྫ঺հ ࡾ্ޛ

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ࣗݾ঺հ 2 !TBJDPMPHJD גࣜձࣾ&NPUJPO5FDIɹ೥݄ೖࣾ ࡾ্ɹޛ Έ͔Έ͞ͱΔ 5FDI-FBE όοΫΤϯυଆͷΤϯδχΞͰ͢ɻ 8FCܥͷ։ൃ೥໨  ࠷ۙɿ 8FC"1*෼ੳपΓͷ։ൃΛ୲౰ͯ͠·͢ɻ 3VCZ1ZUIPO3 3BJMT1BOEBT%JHEBH .-͸ճ໨ͷࢀՃͰ͢ɻ

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Copyright © Emotion Tech Inc. All Rights Reserved. 3 اۀͷ࣋ଓత੒௕ʹ͓͚Δސ٬ɾैۀһͷʮϩΠϠϧςΟʯͷॏཁੑʹண໨ɻ اۀ͕ʮސ٬ɾैۀһʯʹدΓఴ͏ࡍʹඞཁͳʮঢ়گ೺ѲʯΛࢧԉ ސ٬΍ैۀһͷମݧͷ࣭Λ޲্ͤ͞Δɺ CXM(DVTUPNFSFYQFSJFODFNBOBHFNFOU)ͷࢧԉΛߦ͍ͬͯ·͢ɻ ϛογϣϯɿ͢΂ͯͷਓ͕ΠΩΠΩͱಇ͚ΔࣾձΛ૑Δ ձࣾ঺հ

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4 ᶃௐࠪର৅ऀ΁ͷઃ໰ઃܭΛ͠ɺΞϯέʔτ഑৴ ᶄσʔλΛղੳ͠ɺॏཁҼࢠΛநग़ ᶅ·ͨɺͦͷ಺༰ΛϨϙʔτใࠂ͠·͢ ᶃʙᶅΛΫϥ΢υγεςϜͰ࣮ߦ͠ɺͦͷ݁ՌΛݩʹվળ׆ಈΛ͠·͢ɻ αʔϏε֓ཁ

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5 NPS ʢωοτϓϩϞʔλʔείΞ/Net Promoter Scoreʣͱ͸ 0 2 3 4 5 6 7 8 9 10 1 ൷൑ऀ தཱऀ ਪ঑ऀ 20% 35% 45% ਪ঑ऀ 45% ൷൑ऀ 20% 25 NPS ʹ ʵ ʹ ͓٬༷͸○○ Λ਌͍͠༑ਓ΍஌ਓʹͲͷఔ౓͓קΊ͍ͨ͠ͱࢥ͍·͔͢ʁ 2003೥ʹΞϝϦΧͷେखίϯαϧςΟϯάձࣾͰ͋ΔϕΠϯɾΞϯυɾΧϯύχʔ͕ࣾ ൃදͨ͠ސ٬ϩΠϠϧςΟΛ਺஋Խ͢Δࢦඪɻຬ଍౓ͱൺֱ͠ऩӹ૬ؔੑ͕ڧ͘ɺԤถͷ ച্্ҐاۀʢϑΥʔνϡϯ500ʣͷ͏ͪ̏෼ͷ̍Ҏ্͕׆༻͢Δɻ /14͸#BJO$PNQBOZ *ODɺ'SFE3FJDIIFMEɺ4BUNFUSJY4ZTUFNT *ODͷొ࿥঎ඪͰ͢

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6 EmotionTechͷ෼ੳʹ͍ͭͯ ײ৘ղੳٕज़ͱײ৘ܗ੒ཁҼͱͳΔސ٬ମݧͷ෼ੳʹΑΓऩӹ޲্ʹͭͳ͕Δސ ٬ମݧϚωδϝϯτʢ CXM ʣΛ࣮ݱ͢ΔʹܦӦࢿݯͷ࠷దԽΛɺ໨ࢦ͢ NPS ٬୯Ձ Ϧϐʔτճ਺ ʴ3,512(ԁ) ঺հ਺ ʴ1.2ճ ʴ0.87(ճ) ײ৘ ମݧX ۩ମతͳ಺༰A ମݧZ ۩ମతͳ಺༰B ۩ମతͳ಺༰C ۩ମతͳ಺༰E ۩ମతͳ಺༰F ۩ମతͳ಺༰G ମݧY ۩ମతͳ಺༰D … ސ٬ମݧ υϥΠϏϯά ϑΝΫλʔ ʮɹɹɹʯͷଠ͞͸NPSΛҾ্͖͛ΔӨڹΛ༩͍͑ͯΔᶸڧΈᶹͷ౓߹ͷڧ͞ ʮɹɹɹʯͷଠ͞͸Ҿ͖Լ͛ΔӨڹΛ༩͍͑ͯΔᶸ՝୊ᶹͷ౓߹ͷڧ͞ ʮɹɹɹʯͷଠ͞͸֤ମݧʹӨڹΛ༩͍͑ͯΔ౓߹ͷڧ͞ NPS1఺޲্ʹΑΓݟࠐΊΔऩӹվળͷେ͖͞ ऩӹ … ΫϨδοτΧʔυձࣾͷྫ

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7 ΧελϚʔδϟʔχʔϚοϓ ॏཁCXϙΠϯτʹ͓͍ͯސ٬ମݧͷվળࢪࡦΛߜΓࠐΉ  தݹϚϯγϣϯൢചӦۀ׆ಈͷྫ -110 -90 -70 -50 -30 -10 10 30 50 70 90 110 Impact Power LINEɿ੒໿ʹର͢ΔӨڹͷى෬ Current State LINEɿݱࡏͷঢ়ଶͷى෬ +2.81 +1.97 +3.44% Gap ୈҰҹ৅ ݴಈ͔Βײ͡ ΒΕΔ৴པɾ ظ଴Ͱ͖Δง ғؾ ݴಈ͔Βײ͡ ΒΕΔ ϦϥοΫεͰ ͖Δงғؾͮ ͘Γ Θ͔Γқ͍ݴ ༿ʹΑΔ࣭໰ ͷ౤͔͚͛ ͪ͜Β(͓٬༷ ࣗ͝਎)͕ཁ๬ ͍ͯ͠Δ಺༰ ʹ͍ͭͯͷཧ ղ ෳ਺ͷબ୒ࢶ ͷఏҊ ϝϦοτɾσ ϝϦοτͷઆ ໌ ෆ҆ʹର͢Δ త֬ͳΞυό Πε ҙࢥΛܾΊΔ ࡍͷద౓ͳα ϙʔτ ͪ͜Β(͓٬༷ ࣗ͝਎)ͷ ཁ๬Λ౿·͑ ͨఏҊ ࣭໰ʹର͢Δ త֬ͳԠ౴ ঎ஊ؀ڥΛ੔͑Δ χʔζΛ೺Ѳ͢Δ ղܾࡦͷఏࣔ ٙ໰఺ͷղফ ŞƁŖŢƄƃŞƄ GapΛվળ͢Δ͜ͱͰಘΒΕΔऩӹΠϯύΫ τ(ຊCASEͰ͸੒໿਺վળ཰) ※ฏۉ఺Λഒʹͨ͠৔߹ͷ੒໿਺վળ཰ ಛڐ൪߸ ɿಛڐୈ6176813߸ɹௐࠪख๏ɾ౷ܭղੳख๏ɾϨϙʔςΟϯάʹ͓͚Δղੳ݁ՌͷՄࢹԽख๏͸גࣜձࣾEmotion Tech͕ग़ئதͷಛڐൣғʹ֘౰͠·͢ɻ

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Ξϯέʔτʹ͍ͭͯ

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Ξϯέʔτʹ͍ͭͯ 9

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Ξϯέʔτʹ͍ͭͯ 10

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Ξϯέʔτʹ͍ͭͯ 11 ͜͜ͷཧ༝ʹهࡌ͞ΕͨϑϦʔςΩετΛɺײ৘෼ੳʹ͔͚·͢ɻ 11

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12 ຊ୊

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 13 ͓٬༷ͷෆຬʹͳ͍ͬͯΔ͜ͱΛ஌Γ͍ͨ ྫ͑͹ ి࿩ͷԠରͷମݧ ɾి࿩ͷରԠ͕ѱ͍ ઀٬ମݧ ɾళһͷଶ౓͕ѱ͍ ͓ళͷӦۀ࣌ؒ ɾ࣌Ҏ߱΋Ӧۀͯ͠ཉ͍͠

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 14 ՝୊ ɾճ౴਺͸਺ઍʙ਺ສ݅ʹͳΔͷͰɺ໨ࢹͰ֬ೝ͢Δͷ͸େม ෼ੳʹ͕͔͔࣌ؒΔɻωΨςΟϒͳݴ༿ΛಡΉͱർฐ͢Δ ɾωΨςΟϒҎ֎ʹ΋ɺϙδςΟϒͳίϝϯτ΋ཉ͘͠ͳΔ վળͷ͖͔͚ͬʹͳΔԿ͔͕஌Γ͍ͨ

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 15 ࣗಈͰײ৘Λ༧ଌͰ͖ͨΒײಈ͢Δ

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 16 ༧ଌͱ͍͑͹ػցֶश

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 17 ػցֶशʹڧ͍ͱ͍͑͹ (PPHMF$MPVE1MBUGPSN

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 18

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ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ 19

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Google Cloud Platform CLOUD NATURAL LANGUAGE API 20 Ҿ༻ݩɿIUUQTDMPVEHPPHMFDPNOBUVSBMMBOHVBHF IMKB ೔ຊޠʹରԠ͍ͯ͠ΔΑʂ

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ײ৘෼ੳ 21 ͔͜͜Β $-06%/"563"--"/(6"(&"1*Λ༻͍ͨ ػցֶशʢײ৘෼ੳʣΛ׆༻ͨ͠ࣄྫ঺հ

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ײ৘෼ੳ 22 จষΛೖྗ͢Δͱ ϙδςΟϒωΨςΟϒʹ෼ྨ͢Δ ָ͍͠ʂ ࢓ࣄ͕๩͍͠ *OQVU 0VUQVU QPTJUJWF OFHBUJWF Ϋϥεͷ෼ྨ໰୊ $MBTTJpDBUJPO

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ײ৘෼ੳ 23 ଟΫϥεͷ෼ྨ໰୊ $MBTTJpDBUJPO 1PTJUJWF .JYUVSF /FHBUJWF /FVUSBM

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ײ৘෼ੳ 24 IUUQTDMPVEHPPHMFDPNOBUVSBMMBOHVBHFEPDTBOBMZ[JOHTFOUJNFOU IMKB ೖྗจষ ෼ੳ݁Ռ

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ײ৘෼ੳ 25 IUUQTDMPVEHPPHMFDPNOBUVSBMMBOHVBHFEPDTBOBMZ[JOHTFOUJNFOU IMKB ೖྗจষ ෼ੳ݁Ռ ͋Ε ɺQPTJUJWF͡Όͳ͍ NBHOJUVEFͱTDPSFͬͯԿʁ

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ScoreͱMagnitude 26 Ҿ༻ݩɿIUUQTDMPVEHPPHMFDPNOBUVSBMMBOHVBHFEPDTCBTJDT IMKBTFOUJNFOU@BOBMZTJT@SFTQPOTF@pFMET

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ScoreͱMagnitude 27 Ҿ༻ݩɿIUUQTDMPVEHPPHMFDPNOBUVSBMMBOHVBHFEPDTCBTJDT IMKBTFOUJNFOU@BOBMZTJT@SFTQPOTF@pFMET TDPSF͕ϚΠφεͰ͋Ε͹ɺωΨςΟϒ܏޲ TDPSF͕ϓϥεͰ͋Ε͹ɺϙδςΟϒ܏޲ .BHOJUVEF͕ߴ͚Ε͹ɺײ৘ͷڧ౓͕ڧ͍ɻ ςΩετͷ௕͍ͱߴ͘ͳΔ܏޲͕͋Δ

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ScoreͱMagnitude 28 Ҿ༻ݩɿIUUQTDMPVEHPPHMFDPNOBUVSBMMBOHVBHFEPDTCBTJDT IMKBTFOUJNFOU@BOBMZTJT@SFTQPOTF@pFMET

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ScoreͱMagnitude 29

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࣮ࡍͷScoreͱMagnitude 30

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࣮ࡍͷScoreͱMagnitude 31 TDPSF͸ɺd NBHOJUVEF͸ɺd 31 จࣈͷ௕͞ จࣈdจࣈ ฏۉ͸จࣈ

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magnitudeͱจࣈͷ௕͞ͷ૬ؔ 32 ૬ؔ܎਺

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magnitudeͱจࣈͷ௕͞ͷ૬ؔ 33 ૬ؔ܎਺ จࣈҎԼ

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magnitudeͱจࣈͷ௕͞ͷ૬ؔ 34 ૬ؔ܎਺ จࣈҎԼ 34

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ਫ਼౓ confusion_matrix 35 5SVF1PTJUJWFਖ਼͘͠ɺ1PTJUJWFͱ༧ଌग़དྷͨ਺͸ɺ݅ɻ 5SVF/FHBUJWFਖ਼͘͠ɺ/FHBUJWFͱ༧ଌͰ͖ͨ਺͸ɺ݅ɻ 'BMTF1PTJUJWFϢʔβʔ͕QPTJUJWFͱײ͕ͨ͡ɺจষ͸OFHBUJWFͱ൑அ͞Εͨ਺͸ɺ݅ɻ 'BMTF/FHBUJWFϢʔβʔ͕OFHBUJWFͱײ͕ͨ͡ɺจষ͸QPTJUJWFͱ൑அ͞Εͨ਺͸ɺ݅ɻ ʲਓͷධՁʳ ਓ͕͔ΒͰධՁͨ͠σʔλΛ ϓϥεϙδςΟϒɺϚΠφεωΨςΟϒ ʲ(PPHMFͷධՁʳ TDPSFNBHOJUVEF͔Β෼ྨͨ͠ɺϙδςΟϒɺωΨςΟϒ

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࠷ޙʹ 36 ࢖ͬͨݟͨ ֶशࡁΈϞσϧͰ༧ଌͨ݁͠ՌΛͦͷ··Ϩϙʔτʹ͸ͦͷ··Ͱ͸࢖͑·ͤΜɻ ໨ࢹͷ֬ೝͱमਖ਼͕ඞཁͰ͢ɻ ͱ͸͍͑ɺશ෦໨ࢹͰνΣοΫ͢ΔΑΓ͔͸ָʹͳΓͦ͏ɻ ࠓޙ΍͍͖͍ͬͯͨ͜ͱ ɾจࣈͷ௕͕͞୹͘ จࣈఔ౓ʣɺNBHOJUVEF͕ߴ͍จΛϥϯΩϯάԽͯ͠ɺ (PPHMF͕ղऍ͢Δײ৘తͳݴ༿͕Կ͔ௐࠪ͢Δɻ ɾ൱ఆߠఆɺߠఆ൱ఆͷΑ͏ͳจষΛจ຺Λݟͯɺ൑அ͍ͨ͠ ɾ෼ྨ͞ΕͨσʔλͷՄࢹԽ