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Same Team. Same Platform. Twice the Engagement.​

Overview

A leading technology company had a moderation team drowning in spam, not because they lacked the platform, but because it wasn’t configured to work for them. Social Factor’s Technical Solutions team reconfigured Sprinklr’s Intuition rules to cut through the noise, reduce queue volume by 60%, and more than double engagement in under 30 days. The platform was already there. It just needed to be set up to serve the business.

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Challenge

A leading technology company came to Social Factor with a frustrating problem. Despite having a high volume of inbound social messages and a dedicated moderation team, only a minimal number of genuine engagement opportunities were being identified each day.

The culprit wasn’t effort, it was configuration. Sprinklr’s Intuition rules weren’t aligned to the brand’s actual definition of engageable content, meaning the moderation queue was flooded with spam and non-engageable messages the team had to manually wade through just to find the conversations worth having. At scale, that’s not a workflow problem. It’s a platform problem.

Solution

Social Factor’s Technical Solutions team started with the data. We pulled a sample of 10,000+ posts and conducted a detailed analysis comparing Sprinklr’s existing Rules configuration against the brand’s own definitions of engageable versus non-engageable content.

The gap was clear. We recommended a revised rule set to retrain Sprinklr Intuition, tightening the filter on non-engageable content while keeping the funnel wide enough to surface every genuine opportunity. No new platform. No new headcount. Just a smarter configuration of the tool already in place.

Results

Posts Analyzed to Drive the Solution
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Reduction in Workflow Messages
0 %
Engagement Increase in 30 Days
0 x

Within 30 days of implementing the revised Sprinklr Intuition configuration, the moderation team’s queue was transformed. With 60% fewer non-engageable messages crowding the workflow, the team could focus on what actually mattered, and more than doubled their engagement output as a result. The same platform, the same team, and a fraction of the noise. That’s what the right configuration makes possible.