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

Transcript

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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