AI-Powered Social Media Customer Care | Emplifi

2026 Gartner® Magic Quadrant™

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

Autonomous social media customer service platform

AI-powered customer care solution does the heavy lifting for you

Your customers don’t care how many messages came in today. They care whether their questions was answered. Emplifi’s AI-powered customer service platform answers every question, on every social media channel, at lightning speed. The conversations that need a human get one. The ones that don’t, get resolved, 24×7, no coffee breaks required. Now, that’s an improved customer experience. That’s the power of A-CX.

AI-powered social customer service outcomes

How enterprise brands improve social media customer care with Emplifi

Your customer service agents handle twice as many conversations, yet nothing gets missed. Emplifi has your team up and running in days, not months, with an onboarding process light enough your IT team will thank you.

53% faster case handling

Domino's cut case handling time from 15 minutes to under 5 across social customer care channels using AI-powered triage and routing workflows.

40% more inquiries handled

Automated chatbot workflows helped Freshpet reduce repetitive support volume and scale customer care operations more efficiently.

5x operational pace

Stori managed more than 140,000 customer conversations at five times its previous operational pace using Emplifi's autonomous social customer care workflows.

Increase customer satisfaction

Our customers see a 20% lift in their own customer satisfaction after making the switch to Emplifi.

AI-Powered Social Media Customer Service Solution Overview

Every social customer care capability in one

Emplifi combines AI-enabled social media customer service, AI-supported triage, customer support automation, analytics, and proactive listening workflows in one autonomous platform for enterprise customer care teams.

AI-powered case management for social customer care

Emplifi Agent helps enterprise support teams manage DMs, comments, chats, mentions, reviews, and customer conversations from one connected platform. Customer context and escalation workflows remain connected across channels and regions.

Omnichannel inbox, AI-prioritized

AI-powered triage prioritizes inbound customer interactions by urgency and intent before they reach the support queue.

AI Care Copilot

Assist 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 customers consistently across regions and languages.

Enterprise workflow governance

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

AI-powered customer support automation

Emplifi Chatbot automates repetitive customer inquiries across social and messaging channels, 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 support 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 teams across digital and messaging channels.

Seamless escalation workflows

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

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.

Ratings and reviews in one stream

Ratings, reviews, and 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.

Unified workspace for social and messaging customer care

Emplifi Care consolidates customer interactions from social and messaging channels into one connected workspace with centralized queue management, escalation workflows, and SLA visibility.

Priority-based queue management

Auto-assign queues route interactions by urgency and priority. Keyword and sentiment-based rules, along with AI categorization for spam and off-topic content, help keep support queues clean and focused.

SLA management visibility

Supervisors can monitor service thresholds, queue performance, and operational risk across support teams in real time.

Brand safety and moderation workflows

Moderation and filtering workflows protect customer care operations from harmful or irrelevant interactions.

Context-complete escalations

Customer conversations transfer across support teams with full interaction history and workflow context attached.

Real-time advanced analytics for social customer care operations

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

Real-time care 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.

Cross-channel 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.

What our clients say

Enterprise brands modernizing social customer care with Emplifi

Leading enterprise brands use Emplifi’s social customer service solution to improve response times, automate support workflows, and manage customer interactions more efficiently across social and messaging channels.

"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."

Terri Haffey Manager of Customer Care

"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."

Guadalupe Barranco (Lups) Social Responding Lead, Stori

"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."

Lisa Diehl Senior Director of Consumer Care, Freshpet

Maximize impact and revenue with an all-in-one social media solution

Insights from Emplifi

Explore our latest blogs and comprehensive guides designed to help you master customer experience strategies and drive growth.

FAQ

Frequently asked questions

What is autonomous customer care?

Autonomous customer care uses AI-powered workflows to automate triage, routing, deflection, and customer support operations across social and messaging channels. Emplifi combines intelligent automation with enterprise governance to help brands manage high-volume social customer care more efficiently.

How does Emplifi help automate social customer care?

Emplifi helps customer care teams automate triage, routing, chatbot workflows, case management, social listening, and reporting from one connected platform. AI-powered workflows help teams manage growing conversation volumes more efficiently without increasing operational complexity.

How does Emplifi support enterprise social customer service?

Emplifi is built for enterprise brands managing multiple teams, markets, and support channels. The platform combines AI-powered triage, omnichannel case management, CRM integrations, real-time analytics, and workflow automation to help organizations maintain consistent customer support operations at scale.

What makes Emplifi different from other customer care platforms?

Emplifi combines social customer service, AI-powered triage, chatbot automation, analytics, social listening, and case management in one connected customer care platform. Brands can manage customer support workflows, reporting, and escalation paths from one unified experience designed for enterprise support operations.