Social Listening with GenAI
OneByZero · Marketing & Sales
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
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
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- 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:
- Amazon 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.
- Amazon EKS (Elastic Kubernetes Service) – Manages containerized workloads for AI agents and API services.
- Amazon EC2 – Provides scalable compute capacity to handle AI processing and data ingestion tasks.
- Amazon RDS – Stores structured CRM and interaction metadata with high availability and backup support.
- Amazon OpenSearch – Enables fast search and retrieval from indexed content such as FAQs, documents, and historic conversations.
Highlights
Highlighted by the publisher on AWS Marketplace.
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.
Agent build and provenance
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Sources
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