Description
The City of Atlanta is seeking a vendor to develop a centralized Social Media and Customer Feedback Dashboard for the Hartsfield–Jackson Atlanta International Airport (HJAIA) Customer Experience (CX) Division. The solution will aggregate, analyze, and visualize customer sentiment and engagement data from multiple social and non-social media platforms to enhance insights, identify service trends, and drive operational improvements. The scope of work includes data collection, data processing and analysis, integration with Microsoft Power BI, reporting and insights, cloud infrastructure and security, training and documentation, and deliverables such as a fully functional Power BI–integrated dashboard, daily/weekly/monthly automated reports and alerts, and a user manual.
• The system must collect and process public data daily from social media platforms and web/review/search platforms.
• The system must perform text, image, and acronym sentiment analysis and apply keyword filtering and contextual relevance for accurate interpretation of customer sentiment.
• The system must utilize Natural Language Processing (NLP) and Machine Learning (ML) to enhance analysis accuracy and classification of sentiment.
• The system must provide secure API integration with Microsoft Power BI for live and scheduled data refreshes.
• The system must deliver automated email and dashboard-based reporting for stakeholders.