Delta Chooses EpiAnalytics® TextBI to Analyze Employee Sentiment on Workplace from Facebook During COVID-19
Learn how a leading U.S. global airline is using artificial intelligence (AI), natural language processing (NLP) and machine learning technology to improve employee and customer experiences.
The Situation
Delta Air Lines, Inc. is a leading U.S. global airline with approximately 75,000 employees worldwide. The company understands that keeping employees happy is a key component to creating better customer experiences and meeting its goal of becoming the number one airline in the world.
Delta’s 75,000 employees are spread out globally and are divided into different operational units. The company uses Workplace from Facebook and a team of about 20 content moderators to monitor all employee engagements happening within each of the airline’s divisions, including flight attendants, operations, ground crew, and others.
The Challenge
Workplace from Facebook enables Delta to monitor all the different employee engagements, however the volume of activity from 75,000 employees makes it nearly impossible to review and manage employee conversations and comments effectively. In addition, the time required for system administrators to manually read and analyze all the data left considerable room for improvement when it came to reporting and delivering insights throughout the organization.
“Prior to integrating the EpiAnalytics solution in our Workplace platform, our system admin team and group of moderators could see all the engagement happening on the Workplace community, but we had a very hard time making sense of all the big data,” said Michael Rambus, Program Manager, Global Employee Engagement at Delta.
Rambus along with the system administration team were intent on finding a solution that not only integrated with Workplace but also tracked and analyzed employee sentiment and trends, while allowing for the detection of issues that employees reported through the platform. One of the system administrators researched several other platforms that integrated with Workplace, but after comparing product features, ease of use, mobile access, and cost, it became obvious they needed an AI solution that could assist them with reporting and analyzing large volumes of data.
The Solution
Prior to his position at Delta, Rambus held a similar role at a home improvement retailer and had learned about TextBI from EpiAnalytics, a business intelligence and process automation solution designed to cut down on manual processes associated with analyzing and routing data. During his time with his previous employer, the solution proved to be invaluable to the organization. Within his first six months at Delta, Rambus and his team contacted EpiAnalytics and were up and running with the Workplace integration in no time.
The Result
With Workplace now fully integrated with EpiAnalytics’ TextBI platform, Delta is able to gather sentiment and volume on an unlimited amount of conversations, analyze trends, dive deep into what is driving both positive and negative sentiment, and download conversation posts and comments for further review.
“With the implementation of TextBI from EpiAnalytics, now we can not only determine the sentiment on any given topic or group, but it also gives us the ability to track sentiment overall and by group, as well as any terms that are trending.”
The solution’s integration with Workplace means Rambus and his team can easily measure employees’ sentiments about working conditions posted on Workplace and quickly identify problems. The team can also access reports, which are shared with the airline’s executive leadership team. More recently, the team has begun leveraging a unique reporting functionality that EpiAnalytics built into the solution to help track employee comments about COVID-19.
“During the pandemic, we asked EpiAnalytics if they could help us track employee comments related to COVID-19,” says Rambus. “Within a few days, they turned our request into a reality by developing a unique reporting functionality within the TextBI solution. Our team has been leveraging EpiAnalytics to produce daily reports, specifically around the data volume of terms related to COVID-19/coronavirus to determine trends in volume and positive and negative sentiment. This feature was not part of the platform when we made our purchasing decision, but the ability to download all the comments from a specific discussion and then determine the sentiment has been a game changer for us and a feature that we now rely on daily.”
Rambus credits EpiAnalytics with giving his team greater access to critical employee sentiment data, which has enabled them to better meet the needs of its 75,000 employees more quickly and efficiently.
“The EpiAnalytics team is wonderful to work with. They are always willing to listen to our pain points and make product enhancements based on our specific use cases, no matter how unusual,” remarked Rambus. “I would highly recommend the TextBI platform to any company that is struggling with big data and trying to make sense of it all. The platform has been a godsend for us and helps us look like rock stars when we quickly and easily analyze data and package it in a report for our leaders. Don’t get me wrong, reporting was possible prior to our EpiAnalytics integration, but it has made it that much better. and detailed.”