On March 31st 2016, all members of the SOMA consortium from three different countries (France, Spain and Switzerland) met in Grenoble to check the progresses of the project, which represents one of the most ambitious research effort in the domain of understanding customer interactions. The project will deliver an integrated tool to monitor and automatically deal with user’s complaints and interactions in social networks pages, and link this information with existing CRMs. Three advantages are envisaged:
- All users’ information will be centralized
- It will provide automatic, fast and personalized answers
- It will create valuable information about how customers respond to companies’ products, helping companies in understanding their customers and improve their satisfaction.
In the context of the project, Holmes provides the technology for analysing emotions linguistically expressed by social network users. It will cover several languages, including Italian, English, French and Spanish.