HP SOLVE-2023

SUMARRY
The proposed solution to the problem of understanding customer sentiments about HP products through social
media involves building a knowledge graph. To accomplish this, the solution will first crawl social media platforms
like Facebook, Twitter, and LinkedIn to collect posts about HP PCs and printers.

Next, the solution will utilize NLP techniques and ML/DL algorithms to classify and tag these posts with information
such as the HP brand or model discussed, features or problems mentioned, and sentiments expressed.

The resulting knowledge graph will be a one-stop store for reviews, suggestions, complaints, and sentiments for all
HP consumer printers, PCs, and laptops. Stakeholders will be able to query the knowledge graph for better customer
service, product improvement, and faster resolution. For example, they can search for all posts discussing WiFi issues
in printer model X or brand Y.

The solution will require skills in web data mining, NLP, ML/DL, and web API. The overall approach involves
leveraging advanced technologies to analyze and organize social media posts, generating insights that will improve
customer satisfaction and brand value for HP.

To create a knowledge graph of social media posts discussing HP products, the following can be used:

Web Data Mining: Ability to crawl social media platforms such as Facebook, Twitter, and LinkedIn to collect posts
about HP PCs and printers.

Natural Language Processing (NLP): Ability to process and analyze the language used in the collected posts to classify
and tag them based on HP brand or model, feature or problem discussed, and sentiment expressed.

Machine Learning/Deep Learning (ML/DL): Ability to utilize ML/DL algorithms to improve the accuracy of NLP-based
classification and tagging of social media posts.

Web API: Ability to create an API to interact with the knowledge graph of the classified and tagged posts, enabling
stakeholders to query for insights that can be used to improve customer service, product improvement, and faster
resolution.

By combining these skills, a knowledge graph can be created that serves as a one-stop store for reviews, suggestions,
complaints, and sentiments about all HP consumer printers, PCs, and laptops, thus enabling HP to better understand
customer sentiments and improve their products and brand value.
Project Plan:

Data Collection: Develop a web crawler to collect social media posts about HP products and store the data in a
database.

Data Cleaning: Preprocess the data to remove irrelevant information and normalize the text.

Text Classification: Utilize NLP techniques and ML/DL algorithms to classify and tag the posts based on HP brand or
model, feature or problem discussed, and sentiment expressed.

Knowledge Graph Construction: Build a knowledge graph that links the classified and tagged posts, enabling
stakeholders to query for insights.

Web API Development: Develop a Web API that enables stakeholders to query the knowledge graph for insights
about customer feedback, complaints, suggestions, and sentiments.

Testing and Deployment: Test the solution to ensure accuracy and reliability, and deploy it to a production
environment.

To solve the problem statement, the following steps can be taken:

1 Identify social media platforms to crawl: The first step is to identify the social media platforms where customers
are likely to express their feedback and experience about HP products. Platforms such as Facebook, Twitter, and
LinkedIn can be considered.

2 Develop a web crawler: Once the platforms have been identified, a web crawler can be developed to collect social
media posts about HP products. The collected data can be stored in a database for further processing.

3 Preprocess the data: The collected data needs to be cleaned and preprocessed to remove irrelevant information
and normalize the text. This will make it easier to classify and tag the posts.

4 Classify and tag the posts: NLP techniques and ML/DL algorithms can be used to classify and tag the posts based
on HP brand or model, feature or problem discussed, and sentiment expressed. This will enable stakeholders to
query the knowledge graph for insights.

5 Build a knowledge graph: A knowledge graph can be built that links the classified and tagged posts. This will
enable stakeholders to query the graph for insights about customer feedback, complaints, suggestions, and
sentiments.
 HP SOLVE-2023
SUMARRY
6 Develop a Web API: A Web API can be developed that enables stakeholders to query the knowledge graph for
insights. The API should provide the ability to search by brand, model, feature, problem, and sentiment.

7 Test and deploy the solution: The solution should be tested to ensure accuracy and reliability. Once the testing is
complete, the solution can be deployed to a production environment.

Develop a sentiment analysis model: Instead of relying solely on ML/DL algorithms to classify posts, you can develop
a custom sentiment analysis model that is trained specifically for HP products. This will help improve the accuracy of
sentiment detection and ensure that the knowledge graph provides more valuable insights.

Use deep learning techniques: Deep learning techniques such as neural networks can be used to extract more
meaningful information from social media posts. For example, you can use a recurrent neural network (RNN) to
analyze the context of each post and extract important features such as keywords, entities, and topics.

Incorporate user feedback: To ensure that the knowledge graph is providing valuable insights, you can incorporate
user feedback into the model. This can be done through crowdsourcing or by soliciting feedback from customers
directly.

Implement a real-time monitoring system: To stay up-to-date on customer feedback, you can implement a real-time
monitoring system that continuously collects and processes social media posts. This will enable you to quickly
identify emerging issues and respond to customer concerns in a timely manner.

Visualize the data: To make it easier for stakeholders to understand the insights provided by the knowledge graph,
you can develop a dashboard or visualization tool that displays the data in an intuitive and interactive way. This can
help stakeholders identify trends and patterns in customer feedback more easily.

Firstly, we will crawl social media platforms such as Facebook, Twitter, LinkedIn, etc. using web scraping tools and
APIs to collect the posts related to HP printers/PCs/laptops.

Then, we can use NLP techniques such as text classification and named entity recognition to classify/tag the posts
with a specific HP product brand or model and detect the feature or problem that the post is talking about.

After that, we can apply sentiment analysis using ML/DL models to identify whether the post is a complaint,
suggestion, or appreciation.
Finally, we can store all the information in a knowledge graph, which can be queried by stakeholders for better
customer service, product improvement, and faster resolution. For example, we can use SPARQL query language
to extract specific information from the knowledge graph, such as "list all posts talking about wifi issue in printer
model X or brand Y."

Additionally, we can also implement a dashboard that presents real-time analytics and insights based on the data
collected from social media platforms. This will help HP to understand the consumers better and improve brand
value and NPS score.

Data collection: To crawl social media platforms, APIs provided by platforms such as Facebook, Twitter, and
LinkedIn can be used. These APIs can help collect data such as posts, comments, and reactions related to HP PC
and printers.

Data preprocessing: Once the data is collected, it needs to be cleaned and preprocessed to extract relevant
information such as brand, model, feature, and sentiment. NLP techniques such as tokenization, stemming, and
part-of-speech tagging can be used to achieve this.

Feature extraction: Feature extraction techniques can be used to identify the main topics discussed in the posts
related to HP PC and printers. This can be achieved using techniques such as topic modeling, which can extract
latent topics from the text data.

Sentiment analysis: Sentiment analysis techniques can be used to determine whether the posts contain positive,
negative, or neutral sentiments. Techniques such as rule-based systems or machine learning-based models can be
used for this purpose.

Knowledge graph creation: The extracted information such as brand, model, feature, and sentiment can be used
to create a knowledge graph. The graph can be created using a graph database such as Neo4j, and the
relationships between entities can be captured using graph edges.

Querying the knowledge graph: The knowledge graph can be queried using a search engine such as Elasticsearch
or using APIs provided by the graph database. Queries can be created based on the user requirements, such as
finding all posts related to a specific brand or model, or finding all posts related to a specific feature or sentiment.

Visualization: Visualization techniques can be used to provide insights into the data in the knowledge graph.
Graph visualization tools such as Gephi can be used to visualize the relationships between entities in the
knowledge graph.
 HP SOLVE-2023
SUMARRY
Include more social media platforms: In addition to Facebook, Twitter, and LinkedIn, the solution can be expanded
to include other social media platforms such as Instagram, Reddit, and YouTube.

Implement sentiment analysis: The solution can be enhanced by using more advanced sentiment analysis
techniques such as deep learning algorithms to accurately classify the sentiment of each post.

Use topic modeling: The solution can also utilize topic modeling techniques to identify the most commonly
discussed topics related to HP products and their associated sentiments.

Integrate with CRM software: The knowledge graph can be integrated with HP's CRM software to enable customer
service representatives to quickly retrieve information related to a specific customer and their products, allowing
for faster resolution of issues and improved customer satisfaction.

Implement a feedback loop: By analyzing the knowledge graph and customer feedback data, HP can identify
patterns and trends in customer sentiment and use this information to improve their products and services, thus
creating a feedback loop that helps the company continuously improve.

Use entity recognition techniques to identify specific entities mentioned in the social media posts, such as product
names, model numbers, and features. This can help to improve the accuracy of the classification and tagging
process, and make it easier to query the knowledge graph for specific information.

Implement sentiment analysis techniques that can not only classify posts into categories of complaint, suggestion,
or appreciation, but can also determine the overall sentiment of the post, such as positive, negative, or neutral.
This can provide more nuanced insights into customer opinions and feelings towards HP products.

Develop a dashboard or visualization tool that displays the data from the knowledge graph in a user-friendly and
intuitive way. This can help stakeholders to easily explore and analyze the data, and identify patterns or trends
that can inform product development and customer service strategies.

Continuously update the knowledge graph with new data as it becomes available, to ensure that the insights and
recommendations generated by the system remain current and relevant. This can involve implementing
automated data crawling and processing pipelines, as well as manual data validation and quality assurance
processes.