GULF AIR TO ANALYSE SOCIAL MEDIA SENTIMENT [Daily Tribune (Bahrain)]
(Daily Tribune (Bahrain) Via Acquire Media NewsEdge) ? ? Gulf Air's IT Department has successfully developed Big Data, the latest development in the world of technology aimed at processing huge and complex volumes of online data, to create a programme to monitor and analyse Gulf Air's online Arabic dialogue. The programme, created by an allBahraini team in nine months, analyses all online comments in Arabic that reference the airline. Subsequently, reports are sent to the airline's customer facing teams allowing them to take appropriate action. This can range from a direct response to the comment or in some cases, reporting an issue to the airline's senior management. Created using open source Big Data solutions, the highlight of the pioneering programme is its unique ability to handle the complexity of the Arabic language by factoring colloquial forms, including regional dialects and informal phrases, into the analysis. Gulf Air IT Director, Dr. Jassim Haji, said: "Big Data has been talked about in the media a lot, but a few companies have realised tangible benefit; Gulf Air has successfully accom plished this." "The skill-set and knowhow required to develop such a programme is highly specialised and to be able to do this inhouse is rare. With such high levels of professional knowledge evident in the up-andcoming generation of Gulf Air employees, the future of the airline looks bright." MIS Manager and Project Leader Mohamed AlMahmood said: "In today's modern internet economy, our customers are increasingly using this platform to communicate, which is why we decided to develop a programme tracking feedback, thus facilitating more efficient two-way communication with our passengers and stakeholders." Following the successful implementation of the programme, the next stage is to explore a number of further applications for the use of Big Data in areas such as market and demand analysis to improve response to customers' needs and demands. Recognising Gulf Air as one of the first companies in the region to implement Big Data, the leading IT magazine in the region, CNME (Computer News Middle East), profiled the airline's achievement earlier this year. ? ?
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