Chatbots and social listening have always worked in silos. One engaging with customers in real-time, the other monitoring conversations from afar. Bring them together, and it can help brands move customer insights from surface-level to deeply actionable. How does this shift take place? Chatbots help in capturing signals – customer intent, frustration, and emotional tone. Social listening identifies these signals and analyzes the pattern in them. Combined together, they give customer ins...
