In this solution, comments to a company blog post are analyzed by an engine that detects harassment, violent extremism, racist or misogynic comments using PerspecitveAPI.
Furthermore, it filters comments containing CAPITAL LETTERS can are the equivalent of screaming and considered abusive. We have been using Spacy’s Org entities to detect organizations and other abbreviations that are valid words to be written in CAPS.
The action taken by the solution for a Swiss NGO is to delete the concerned abusive Facebook Comment. It then sends a direct message to the abusive user via Facebook Messenger with Expertflow Hybridchat, indicating the reason for the deletion. The user can then correct his message, or initiate a private side-discussion concerning proper netiquette with an agent/ community manager on that particular Facebook Page.
Integration with a Contactcenter
This community manager do only that particular job or be an agent of a contact center (Freeswitch, Cisco UCCX, or Cisco PCCE/ UCCE). Cisco has discontinued the support for FB pages, Twitter and RSS feeds on 25 Jul 2018, as Facebook introduced new requirements for applications that interface with these.
It is possible to forward all, none or some (for ex abusive) comments to agents to respond.
Difference between Chat and page comments
We noticed that companies are using Social media pages in many different ways. We therefore tend to build bespoken solutions rather than have a one-side-fits-all product. A reason is that social media comments (Facebook page, Instagram page, Linkedin Page, Youtube channel) are different than chat messages in the following ways:
- Blogs are initiated by the company on one of their owned social media pages
- there are multiple users, many of which might not be customers of the company. One post might not be associated with any known user, one user, or multiple users
- comments are public – at least to a group – and not private
- there can be multiple threads in comments to a blog (ie, comment X1a from user A to the original comment X1 from user B to the company blog X).
- the company’s blog typically involves rich media, and so can user’s comments.
- similar in nature to social media tools are private community tools such as disourse.org, flarum, Slack, Microsoft Teams, used only by the company with its user community or in certain geographies
- Instagram: https://developers.facebook.com/products/instagram/ with a Instagram professional account.
- Facebook pages Graph API: https://developers.facebook.com/docs/graph-api/reference/v6.0/comment
- Linkedin Social actions: https://docs.microsoft.com/en-us/linkedin/marketing/integrations/community-management/shares/network-update-social-actions
Automated treatment of messages of a Facebook page require an approval by Facebook – which typically takes two weeks.