Overview
BrandCo, a global leader in consumer goods, partnered with us to overcome the challenge of managing their vast, real-time digital presence. We developed the Brand Intelligence Hub, an AI-powered platform that provides 24/7 brand monitoring and deep sentiment analysis across all major social and news channels. This solution delivers real-time, actionable insights and automated response recommendations, ensuring BrandCo maintains a consistent and positive public image with 90% accuracy in sentiment classification.
The Challenge
Overwhelming Data Volume and Velocity
BrandCo's global operations generated millions of mentions daily across diverse platforms, making manual monitoring and analysis impossible. The sheer volume and speed of data flow led to significant delays in identifying and responding to critical brand crises.
Inconsistent Sentiment Classification
Existing tools struggled with the nuances of language, sarcasm, and context-specific jargon, resulting in an inconsistent and often inaccurate classification of brand sentiment, which skewed strategic decision-making.
Slow Crisis Response Time
The time lag between a negative mention appearing online and the internal team being able to formulate and deploy an appropriate response was too long, often allowing minor issues to escalate into full-blown public relations crises.
Our Solution
Real-Time, Multi-Channel Data Ingestion
Implemented a scalable data pipeline utilizing Kafka and AWS Kinesis to ingest and process brand mentions from over 50 global social media, news, and forum sources in real-time, ensuring 24/7 coverage.
Contextual AI Sentiment Engine
Developed a proprietary deep learning model, fine-tuned on BrandCo's historical data, to achieve 90% accuracy in sentiment classification, including the ability to detect sarcasm and context-specific intent.
Automated Response Recommendation System
Integrated a generative AI module that analyzes the context of a mention and suggests three tailored, brand-compliant response options, drastically reducing the time-to-response for the social media team.
Executive Insight Dashboard
Created a centralized, customizable dashboard that visualizes key metrics, including sentiment trends, topic clusters, and geographic distribution, providing executive leadership with a single source of truth.
Technologies Used
The Brand Intelligence Hub has fundamentally changed how we approach brand management. We've cut our crisis response time by 70% and now have a truly accurate, real-time pulse on global consumer sentiment.