Social Media Listening demo
Outage and billing posts triaged and answered on-brand. 1:13
What the demo shows
A workflow solution for social care teams that triages and answers customer posts online.
Six agents read every public post, classify it with the Voice of Customer services and subjects, and pin it on a map of the service area. Hazards go to the right desk in minutes; three outage posts from one place within ten minutes raise a possible outage for the outage desk, often before the network alarms or the first call. Replies are drafted from the guidelines and the outage desk's facts; the social care agent approves every public word.
Transcript
- Social Media Listening triages and answers a utility's customer posts online.
- Outages and hazards show up online first, often before anyone phones.
- Each post is scored for urgency and reach and classified by service and subject.
- A wire down by a school reaches the emergency desk in under two minutes.
- Then three posts from Kestrel Park arrive within four minutes.
- They merge into one pulsing possible outage pin before any network alarm.
- Hanna sends it to the outage desk.
- The controller confirms a blown fuse, 186 customers.
- Replies with a confirmed restoration time are drafted, checked, and approved.
- Kestrel Park knew what happened seven minutes before the first phone call.
- Build on Botminds, agents, data, screens, and governance on one platform.
Transcribed from the film’s narration. Captions are on the player.