Weber Shandwick was recognized at The Holmes Report’s 2019 North America In2 SABRE Awards last week, which celebrate insight and innovation. The awards focus on digital and social media, data and analytics, and content creation in all its forms. The firm won ‘Best Agency Disruption – Tools & Tactics’ for Q, an enterprise platform developed by Weber Shandwick that uses machine learning and A.I. to streamline brands’ social customer service operations.
Q makes it easier for community management teams to identify, assess and respond to social media requests in real time using natural language processing (NLP) via a native mobile application. In a three-month pilot, Q’s overall response time was 93 percent quicker compared to the brand’s manual community management operation. After 6 months of usage, Q, on average, can yield a 45% gain in efficiencies for servicing brands’ Facebook and Twitter communities and is currently used to manage live social media operations for several major brands.
Weber Shandwick sees tremendous opportunity to use AI-powered platforms to drive efficiencies while improving customer experiences. Q is one of many intelligence products we’re building into our technology portfolio to change the way we communicate and drive stronger return on investment in the process.
Chair, Weber Shandwick Futures