Content Analytics System for Social Customer Relationship Management


  • Meena Nagarajan IBM Research, Almaden
  • Danish Contractor IBM India Research
  • Stephen Dill IBM Research, Almaden
  • Jitendra Ajmera IBM India Research
  • Hyung-il Ahn IBM Research Almaden
  • Ashish Verma IBM India Research
  • Matthew Denesuk IBM Research Almaden



Social CRM, text analytics, intent detection, actionability


We propose to demonstrate a system that helps enterprises manage their social Customer Relationship Management (CRM) presence. Our system performs deep analytics over consumer posts and authors to help companies monitor their CRM presence, and to identify and respond to actionable posts. In this paper we share challenges and experiences in building this system. Findings yield a step change in the ability to implement social systems for customer care and leverage communities as effective proxies for CRM. This work also identifies novel knowledge and data mining challenges, such as identifying content that requires enterprise action, and prioritizing actionable posts based on various types of intent.




How to Cite

Nagarajan, M., Contractor, D., Dill, S., Ajmera, J., Ahn, H.- il, Verma, A., & Denesuk, M. (2021). Content Analytics System for Social Customer Relationship Management. Proceedings of the International AAAI Conference on Web and Social Media, 7(1), 744-745.