social-listening

Social Listening Platform Skill

Overview

The Social Listening Platform skill provides brand monitoring, sentiment analysis, and social intelligence capabilities. This skill enables comprehensive social conversation monitoring, trend detection, and competitive social analysis.

Capabilities

Brand Monitoring

• Brandwatch query building
• Sprinklr listening configuration
• Mention alert setup
• Real-time monitoring
• Crisis detection

Sentiment Analysis

• Automated sentiment analysis
• Emotion detection
• Topic sentiment
• Trend sentiment tracking
• Comparative sentiment

Intelligence

• Conversation clustering
• Trend detection
• Influencer identification
• Share of voice calculation
• Topic extraction

Competitive Analysis

• Competitor social monitoring
• Competitive benchmarking
• Industry conversation tracking
• Campaign monitoring
• Market trend detection

Usage

Listening Configuration

const listeningConfig = {
  platform: 'Brandwatch',
  queries: {
    brand: {
      terms: ['Company Name', '@CompanyHandle', '#CompanyHashtag'],
      excludes: ['job posting', 'stock price'],
      languages: ['en', 'es', 'fr']
    },
    products: {
      terms: ['Product Name', 'product feature'],
      context: 'product-discussion'
    },
    competitors: {
      terms: ['Competitor A', 'Competitor B'],
      purpose: 'competitive-intelligence'
    },
    industry: {
      terms: ['industry keyword', 'market trend'],
      purpose: 'trend-detection'
    }
  },
  alerts: {
    volumeSpike: { threshold: '200%', action: 'immediate-alert' },
    negativeSentiment: { threshold: '-30%', action: 'escalate' },
    influencerMention: { followerMin: 50000, action: 'alert-team' },
    crisisKeywords: { terms: ['lawsuit', 'recall', 'scandal'], action: 'crisis-protocol' }
  },
  reporting: {
    realtime: 'dashboard',
    daily: 'summary-email',
    weekly: 'comprehensive-report',
    monthly: 'executive-insights'
  }
};

Process Integration

| Process | Integration Points |

|---------|-------------------|

| voice-of-customer-program.js | VoC insights |

| competitive-analysis-research.js | Competitive social |

| brand-health-assessment.js | Brand sentiment |

Best Practices

1. Comprehensive Coverage: Monitor all relevant platforms
2. Smart Alerts: Configure meaningful alert thresholds
3. Context Matters: Understand context before acting
4. Competitor Inclusion: Always track competitors
5. Actionable Insights: Turn data into decisions

Metrics and KPIs

| Metric | Description | Target |

|--------|-------------|--------|

| Brand Sentiment | Overall sentiment score | >70% positive |

| Share of Voice | Social conversation share | Growing |

| Alert Response | Time to respond to alerts | <30 min |

| Insight Utilization | Insights acted upon | High |

Related Skills

• SK-009: Social Media Management (engagement)
• SK-002: Competitive Intelligence (competitive)
• SK-004: Brand Tracking (brand health)