Adding more context to social media conversations.
The urge to view social media conversations in a linear message thread is a natural impulse as we’ve been trained to do so from years of using email and message groups. Threads of conversations help us extract meta-information quickly. As an example, we can visually see for how long the conversation has been going on, sometimes a signal of its importance. We can at times assess the mood of the conversation, and tag it mentally as being constructive and helpful, or perhaps low in content and the product of a troll.
Repustate has re-imagined the conversation thread in the context of social media. Using our natural language toolkit and semantic tagging abilities, Repustate augments conversations with metadata that helps you gauge the quality of a conversation, its content, and its direction in a few seconds. Rather than tell you, let’s show you:
Very quickly, you can see important information about this thread. You can see how old it is, you can see how many messages there are, and perhaps most pertinent to customer service, you can see the mood of the person you’re having a conversation with. Since Repustate lets you examine a conversation at any point in time, you can view the sentiment of the other person change over time (hopefully they’re getting happier over time!). Perhaps best of all, you can report on how long it takes for each reply to occur, yet another guage of customer service success.
More metadata will be added to the conversation viewer over time as we receive feedback, but we’re quite happy with this first version of it.