Public Sector Customer Service
It is often difficult to identify when negative articles or comments about your company are posted online. Enabling you to act and respond quickly, Ciphix offers Social Monitoring. Powered by AI, the Social Monitoring procedure analyzes the sentiment of sources such as blogs, news articles or platforms of certain sectors, generated by a Google Search. The result is summarized in a report containing the source URLs and webpage-sentiment scores.
The Relationship Management department of an unemployment benefits foundation tries to identify negative articles or comments about the foundation online. Citizens often make requests for additional unemployment benefits from this foundation. However, granting a request follows a specific procedure to determine eligibility. People find the application process rather difficult, and often express their feelings about the process online via news articles, social media platforms or blogs. While there are plenty of positive comments about the foundation and their support, there are also negative articles and comments. Unfortunately, not all buzz on the internet can be positive.
If the foundation cannot identify these negative articles or comments quick enough, it can lead to negative escalations. As a result, it is challenging for the foundation to give the complainants the proper support and consequently improve their own image.
Identifying negative comments in sources such as blogs or news articles is a repetitive and time-consuming task. It is also difficult to act timely enough to resolve conflicts, as the process of identifying negative comment threads is lengthy. For this reason, we implemented an AI solution called Social Monitoring for the foundation. This procedure automatically analyzes the sentiment of sources such as blogs, news articles or platforms of certain sectors, generated by a Google Search.
Of effort automated
Weeks to implementation
Average processing time (min)