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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

 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

Satoru Mikami

January 30, 2018
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  1. Ξϯέʔτͷճ౴σʔλʹ
    ػցֶशʢײ৘෼ੳʣΛ׆༻ͨ͠ࣄྫ঺հ
    ࡾ্ޛ

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  2. ࣗ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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  3. 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. 4
    ᶃௐࠪର৅ऀ΁ͷઃ໰ઃܭΛ͠ɺΞϯέʔτ഑৴
    ᶄσʔλΛղੳ͠ɺॏཁҼࢠΛநग़
    ᶅ·ͨɺͦͷ಺༰ΛϨϙʔτใࠂ͠·͢
    ᶃʙᶅΛΫϥ΢υγεςϜͰ࣮ߦ͠ɺͦͷ݁ՌΛݩʹվળ׆ಈΛ͠·͢ɻ
    αʔϏε֓ཁ

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  5. 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
    /14š͸#BJO$PNQBOZ *ODɺ'SFE3FJDIIFMEɺ4BUNFUSJY4ZTUFNT *ODͷొ࿥঎ඪͰ͢

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  6. 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. 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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  8. Ξϯέʔτʹ͍ͭͯ

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  9. Ξϯέʔτʹ͍ͭͯ
    9

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  10. Ξϯέʔτʹ͍ͭͯ
    10

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  11. Ξϯέʔτʹ͍ͭͯ
    11
    ͜͜ͷཧ༝ʹهࡌ͞ΕͨϑϦʔςΩετΛɺײ৘෼ੳʹ͔͚·͢ɻ
    11

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  12. 12
    ຊ୊

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

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

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  15. ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ
    15
    ࣗಈͰײ৘Λ༧ଌͰ͖ͨΒײಈ͢Δ

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  16. ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ
    16
    ༧ଌͱ͍͑͹ػցֶश

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  17. ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ
    17
    ػցֶशʹڧ͍ͱ͍͑͹
    (PPHMF$MPVE1MBUGPSN

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  18. ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ
    18

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  19. ͳͥײ৘෼ੳΛ͢Δͷ͔ʁ
    19

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

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

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

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  23. ײ৘෼ੳ
    23
    ଟΫϥεͷ෼ྨ໰୊ $MBTTJpDBUJPO

    1PTJUJWF
    .JYUVSF
    /FHBUJWF
    /FVUSBM

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

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

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

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

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

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  29. ScoreͱMagnitude
    29

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  30. ࣮ࡍͷScoreͱMagnitude
    30

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

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  32. magnitudeͱจࣈͷ௕͞ͷ૬ؔ
    32
    ૬ؔ܎਺

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  33. magnitudeͱจࣈͷ௕͞ͷ૬ؔ
    33
    ૬ؔ܎਺
    จࣈҎԼ

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  34. magnitudeͱจࣈͷ௕͞ͷ૬ؔ
    34
    ૬ؔ܎਺
    จࣈҎԼ
    34

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

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  37. Copyright © Emotion Tech Inc. All Rights Reserved.
    37
    ࠾༻
    ͢΂ͯͷਓ͕ΠΩΠΩͱಇ͚ΔࣾձΛ૑Δ
    8FBSFIJSJOH

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