2026 Gartner® Magic Quadrant™

Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening

Autonomous customer service & case management

Never miss an opportunity to wow a customer with AI-powered care

Most support teams are triaging when they should be resolving. Emplifi automates triage, routes cases intelligently, and handles repetitive interactions through AI. With Emplifi Fuel your team stops managing the queue and starts managing outcomes. Autonomous-CX for social media care equals fast response times, instant resolution, and decreased cost of service.

Enterprise brands choose Emplifi for autonomous customer care

Freshpet, Domino's, and Stori embraced A-CX

Freshpet, Domino’s, and Stori use Emplifi to handle more customer interactions, respond faster, and keep quality consistent without the operational overhead that slows most teams down. Intelligent routing and AI-powered workflow automation take on the volume, so human agents stay focused on the cases that actually need them.

53% faster case handling

Domino's slashed social care case handling time from 15 minutes to under 5 by deploying AI-powered triage and routing across their customer care channels.

40% reduction in overall call volume

Freshpet rolled out Emplifi and saw automated chatbot workflows absorbing repetitive inquiries and freeing human agents to focus on higher-value interactions.

29% faster response times for live agents

Routine questions were routed through bots while Freshpet live agents focused on high-stakes pet parent care like health-related questions where empathy mattered as much as speed.

5x operational pace with autonomous care

Stori used Emplifi's autonomous social care workflows to manage 140,000+ customer conversations, operating at five times its previous pace without a proportional increase in headcount.

Autonomous customer care solution overview

Every capability in one AI-powered customer care platform

Emplifi combines autonomous case management, AI-powered support automation, analytics, and proactive listening workflows in one connected platform designed for enterprise customer care operations.

• Case management
• Care workspace
• Customer support
• Analytics and reporting
• Proactive care

Autonomous case management for enterprise customer care

Emplifi Agent helps enterprise support teams manage customer conversations, escalation workflows, and case operations from one connected workspace. Customer context and support workflows remain connected across teams, channels, and regions.

Omnichannel case prioritization

AI-powered triage scores incoming customer interactions by priority and intent before they reach the queue, helping support teams focus on the most urgent customer issues first.

AI Care Copilot

Assists agents using historical cases and social profile context to suggest relevant responses.

Global support operations

Real-time translation and centralized governance workflows help enterprise teams support customer care operations consistently across markets and regions.

Enterprise workflow governance

Escalation rules, permissions, and support workflows are managed centrally across customer care operations.

Unified customer care workspace for enterprise support teams

Emplifi Care consolidates customer support workflows, queue management, and escalation operations into one connected workspace with centralized visibility across teams and service channels.

AI-sorted support queues

Incoming customer interactions route automatically to assigned queues based on urgency and priority. Keyword and sentiment-based routing rules help categorize and filter interactions, with AI categorization for spam and off-topic content available in early access.

SLA management visibility

Real-time dashboards help supervisors monitor service thresholds, queue performance, and operational risk across support teams.

Automated moderation workflows

Spam detection and content moderation workflows protect customer care operations from harmful or irrelevant interactions.

Context-complete escalations

Customer interactions transfer across support teams with full conversation history and workflow context attached.

Autonomous customer support

Emplifi Chatbot automates repetitive customer support workflows, helping enterprise teams reduce support volume and scale customer care operations more efficiently.

Automated deflection

Routine customer inquiries route to automated workflows instead of live support agents, reducing repetitive service volume.

Intelligent routing workflows

Customer interactions are prioritized and routed automatically before reaching the support queue.

Enterprise brand protection

Moderation and filtering workflows help protect customer care operations across digital and messaging channels.

Seamless escalation workflows

Customer conversations escalate into live support workflows with full interaction history and context attached.

GenAI chatbot responses (early access)

The Emplifi Chatbot can leverage custom knowledge bases to provide AI-generated responses to customer inquiries, available in early access.

Real-time customer care analytics for enterprise operations

Emplifi Unified Analytics connects customer care performance, support operations, and service metrics in one reporting environment powered by Fuel AI.

Real-time service dashboards

CSAT, handle time, deflection rate, and response metrics update continuously across support operations.

AI-powered analytics queries

Teams can ask plain-English questions through Fuel AI and receive customer care insights, charts, and summaries instantly.

Business impact attribution

Customer care outcomes connect directly to retention, renewal, and customer lifetime value metrics.

Automated reporting workflows

Customer care reports and operational summaries can be delivered automatically to leadership teams on recurring schedules.

Proactive customer care powered by AI listening workflows

Emplifi Listening helps enterprise teams identify emerging customer issues earlier through AI-powered monitoring and proactive escalation workflows.

Smart Spike Detection

Emplifi Listening identifies anomalies in customer sentiment, support volume, and brand conversations before issues escalate.

Automatic case creation

High-priority customer signals automatically create new support cases for faster response and resolution.

Unified customer feedback streams

Ratings, reviews, and digital customer feedback surface together inside connected customer care workflows.

Voice-of-customer intelligence

Customer sentiment trends and emerging issues are accessible across support, care, and operational teams.

What our clients say

How enterprise brands are modernizing autonomous customer care with Emplifi

With AI-powered care and case management, leading enterprise brands use Emplifi to automate support workflows, improve service efficiency, and scale customer care operations across digital and messaging channels.

Guadalupe Barranco (Lups) Social Responding Lead, Stori
"Emplifi’s impact on our operations is irreplaceable. We can now measure success in real-time, make data-backed decisions, and connect meaningfully with users across Latin America."

Alex Bresette Director of Guest Relations
"Emplifi has made life a lot easier. The whole process has been smooth, from working with our wonderful customer success manager, to implementing and managing the tool, the Emplifi team was available, responsive, and knowledgeable."

Erica Smith IFS Technology Delivery Manager at Delta Airlines.
"Emplifi enables us to offer more comprehensive, real-time support for our flight attendants using their existing in-flight handheld devices."

Terri Haffey Manager of Customer Care
"Emplifi Social makes it much easier to find and engage with customers just as they're getting ready to order a pizza, so our contact center is becoming a real-time marketing operation."

Lisa Diehl Senior Director of Consumer Care, Freshpet
"Emplifi has helped us scale care in a way that still feels very Freshpet, which is helpful, personal, and certainly centered around our pet parents."

Juan Cortez Guest Services Manager, The Cheesecake Factory
"Now, our Guest Service personnel enjoy a faster training experience with the single-point-of-contact system. With ever-growing customer expectations, we're glad Emplifi helps us maintain our competitive edge in delivering a great guest experience."

Maximize impact and revenue with an all-in-one autonomous customer care solution

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