We have combined the existing best-in-class tools to create a solution that can perform all social media tasks: crawl, analyze and tag posts, respond to users, monitor potential crises, manage influencers, and create business intelligence reports.
Engaging with customers on social media is critical in the current scenario. The large volume of traffic and high amounts of spam and noise (irrelevant data) make this a difficult process. Tech Mahindra's automated Case Prioritization feature leverages Pega and ensures engagement with high-priority posts and ignores "junk" posts. A built-in business rules engine facilitates routing to category-specific agents for efficient engagement based on vertical-specific processes.
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