Sold by: OneByZero
Social Listener is a Generative AI-powered solution designed to automate and enhance customer interactions on social media platforms, specifically Facebook and X (formerly Twitter). It analyzes customer posts to determine intent, urgency, and sentiment, and generates contextually relevant responses by leveraging the company’s existing knowledge base, including website content and internal documents. A Human-in-the-Loop (HITL) feature allows human agents to review and approve AI-generated responses, ensuring compliance with brand guidelines and appropriate handling of sensitive topics. Additionally, Social Listener provides actionable insights into customer sentiment and engagement trends, enabling continuous refinement of engagement strategies. This solution enhances customer engagement, ensures brand consistency, and improves operational efficiency by automating routine interactions.
Overview
The Social Listener is a Generative AI-powered solution designed to enhance customer engagement on social media platforms, specifically Facebook and X (formerly Twitter). It automates responses to customer interactions by understanding intent, urgency, and sentiment, ensuring timely and relevant communication.
Key Capabilities • Intent and Sentiment Analysis Analyzes customer interactions to determine the underlying intent and emotional tone, prioritizing messages that require immediate attention. • AI-Powered Responses Generates contextually appropriate replies by leveraging the company’s existing knowledge base, including website content and internal documents, ensuring accurate and consistent information dissemination. • Human-in-the-Loop (HITL) Incorporates a review mechanism allowing human agents to assess and approve AI-generated responses, ensuring compliance with brand guidelines and handling sensitive topics appropriately. • Seamless Escalation Automatically routes complex or unresolved issues to human agents via integrated CRM systems like Salesforce, facilitating efficient resolution. Benefits • Enhanced Customer Engagement Delivers timely and relevant responses, improving customer satisfaction and fostering stronger relationships. • Operational Efficiency Reduces manual workload by automating routine interactions, allowing human agents to focus on more complex tasks. • Brand Consistency Ensures all communications align with the company’s voice and messaging guidelines, maintaining a cohesive brand image. • Scalability Capable of handling high volumes of interactions across Facebook and X, making it suitable for businesses of various sizes. Powered by AWS Services and Infrastructure
The Social Listener solution is built on a robust and scalable AWS-native architecture that ensures performance, security, and compliance. Key services and models include: • HAQM Bedrock – Powers GenAI capabilities with secure access to foundation models. • Claude Sonnet (Anthropic) and Nova Pro – Used for understanding complex language patterns, sentiment, and generating human-like replies. • HAQM EKS (Elastic Kubernetes Service) – Manages containerized workloads for AI agents and API services. • HAQM EC2 – Provides scalable compute capacity to handle AI processing and data ingestion tasks. • HAQM RDS – Stores structured CRM and interaction metadata with high availability and backup support. • HAQM OpenSearch – Enables fast search and retrieval from indexed content such as FAQs, documents, and historic conversations.
Highlights
- Monitor and analyze customer interactions on Facebook and X using advanced AI to understand sentiment, intent, and urgency, enabling timely and relevant responses.
- Incorporates a human review process to ensure AI-generated responses align with brand guidelines, enhancing trust and compliance in customer communications.
- Supports major ASEAN languages, including Tagalog, Bahasa Indonesia, Thai, and Vietnamese, enabling effective social listening and engagement across diverse Southeast Asian audiences.
Details
Pricing
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Support
Vendor support
For product support, please contact us at helpdesk@onebyzero.ai . We offer structured support with prioritized incident handling: • Priority 1 (Critical): Major service outage or critical business impact requiring immediate attention. • Priority 2 (High): Significant functionality is impaired but operations continue in a limited capacity. • Priority 3 (Medium): Non-critical issue with limited impact on business operations. • Priority 4 (Low): General queries, enhancements, or cosmetic issues with no immediate impact.
Our team is available during business hours and provides 24x7 support for high-priority incidents. Enterprise SLAs and escalation paths are available on request.