2019 Hackathon

It Can't Wait

Inspired by a well known celebrity who tweeted a complaint about AT&T service, the "It Can't Wait" app was developed. This celebrity, who has 100 thousands of Twitter followers, raised concerns about her AT&T service. AT&T responded to her tweet and helped to aquire a new device. She was pleased and posted her praises.

This raises an interesting point. Why should we wait for our customers to contact us about issues? Let's be proactive and replace social media for complaints, respond readily and give our customers a voice.

“Your most unhappy customers are your greatest source of learning.”
--Bill Gates

How does this help?

Proactive AT&T customer service – replace, collate & aggregate tweets praising or complaining about AT&T price, service and overall experience.

Get tweets & reply to tweets *automatically* with suggested replies based on sentiment analysis and keywords.

Technology Used

Android SDK

Android SDK is a free and specialized programming language that allows you to create Android apps. Developed by Google for its Android platform, Android SDK is a handy program for mobile app developers, whether they be beginners or veterans. As of 2015, Android SDK is now included in Android Studio, Google’s official integrated development environment (IDE) for the Android operating system.

Android Studio

Android Studio provides the fastest tools for building apps on every type of Android device.

Twitter API

Twitter API is used to publish and analyze Tweets, optimize ads, and create unique customer experiences.

Aylien Sentiment Analysis

Aylien Text Analysis can create production-ready Classification, Sentiment Analysis, and Entity Extraction models in minutes, without leaving your browser.

GPS

Location user drivers allow your app to publish updates to the device's physical location through the Android location services. The API supports constellations of the Global Navigation Satellite System (GNSS), such as the Global Positioning System (GPS).

In Summation

We Did

  • Search for tweets pertaining to AT&T products and services
  • Sentiment analysis on each tweet to determine polarity
  • Automatic suggested replies based on sentiment and keywords

Because

  • Proactive AT&T customer service, seek those with large number of followers
  • Search customer complaints and look for resolutions quickly
  • Forecast network problems in your physical proximity

We Learned

  • Free sentiment analysis REST service (Alyien)!
  • How to make REST service API calls with Android SDK!
  • Search Twitter via calls from the Android SDK!

More Time

  • Large-scale tweet counts based on geography to predict & prevent network issues
  • Automatic lookup of network strengh for areas customers complaining the most
  • Better automatic customized responses with more actionable items for the customer

Fun Facts

  • Aylien REST service failed hours before this presentation. I made a new account to refresh the API key and it's working (for now!)
  • I did this entire project on a loaner laptop from the IQ bar. My original work laptop met its end via hot black tea spillage.
  • I got to ready MANY tweets with MANY creatively put-together curse words :-)

quote