Features of Social Care & Reviews on Khoros Care

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  Artificial intelligence/machine learning

  Learn from posts you’ve responded to in the past to help you better respond to posts in the future — and apply sentiment, all without the need to manually train.

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  Advanced workflows

  Automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for prompt resolution.

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  Operational analytics

  Plan resources, optimize performance, and prove business value with advanced agent performance and customer experience metrics.

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  Automation

  Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.

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  Notifications & alerts

  Receive email, desktop, and mobile alerts so you can adjust staffing and priorities on the fly.

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  Multi-level prioritization

  Automatically scan and assign priorities based on custom rules so agents work the most important issues first.

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  Verification

  Authenticate the identity of customers to increase confidence when handling personal data.

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  Holistic customer profile

  Respond with more context by using the most complete customer profile that contains information across social networks, CRM systems, interests, influence, tags, and internal notes across departments.