Social Listening
& Monitoring
Social listening and monitoring is the backbone of social intelligence. It enables you to track and analyse online conversations about your brand, products and other relevant trends and topics. Tools in this category offer features including sentiment analysis, reporting and alerts which helps your whole organisation stay informed.
AI and machine learning enhancements are at the forefront of social listening and monitoring tools, promising advanced predictive analytics for more accurate predictions of trends and sentiment shifts. These improvements allow for a more nuanced understanding of consumer emotions and behaviours, including topical sentiment analysis (e.g., to track which aspects of the conversation attract more positivity or negativity), providing businesses with deeper insights into their audience's needs and preferences. Another emerging area of focus is social listening for content beyond just text, this time covering images, videos, and audio too, which is incredibly helpful in the current audio and visual podcast boom.
Social Media Monitoring
Image Intelligence
Social Video Intelligence
Review Analysis & Management
Search Intelligence
Hashtag Tracking
Media Monitoring
Social Listening tools help you to monitor, analyse and draw insights from social media conversations and mentions about your brand, product, competitors or the wider industry. These tools do more than social media monitoring as the advanced analytics, sentiment analysis and data visualisation features help you understand the broader impact of online conversations. With this, you can learn more about your target audience and competitors, and you’ll be able to track emerging trends more easily.
Brand health monitoring: Track social media mentions about your brand, products or services to gauge overall brand sentiment and spot potential crises before they happen. This is also helpful to measure the impact of your marketing and PR efforts.
Competitor analysis: Monitor and analyse social media conversations and sentiment related to competitors, their products and any of their marketing campaigns. This gives you a benchmark to measure your performance against and helps you keep an eye on potential threats or opportunities.
Audience insights: Analyse social media data to understand your target audience better to create more targeted and personalised marketing campaigns and improve the customer experience.
Trend identification: Identify emerging trends, topics and conversations relevant to your industry or target audience by analysing social media data over time. This helps you stay ahead of the curve and adapt your strategy to make sure what you’re sharing with your audience - either content or a new product - is relevant.
Influencer identification: Find influencers or brand advocates that can help you amplify your message to new audiences based on their social media presence, reach, engagement and relevance.
SentiOne Listen is an AI-powered online listening platform designed to help brands monitor and analyze relevant online discussions. By utilizing an advanced AI-based engine, SentiOne Listen provides actionable insights that enable brands to manage their online image effectively. Originally developed in a small garage, SentiOne's social listening tool has grown to serve over 1,630 global customers, leveraging deep learning to deliver highly accurate results. The platform helps businesses navigate the flood of online information and gain a competitive edge in understanding consumer opinions, while also offering cutting-edge customer service automation through its SentiOne Automate unit.
Social listening is essential for brands because it provides insights into customer perceptions, emerging trends, and competitive positioning. It contributes to the practice by allowing brands to track online conversations in real time, enabling them to respond effectively to customer feedback, manage their reputation, and improve product development.
Key use cases include monitoring brand sentiment, identifying potential PR crises, understanding customer pain points, and uncovering market opportunities. Through tools like SentiOne Listen, brands can also measure campaign effectiveness, refine their messaging, and engage with audiences more personally. By leveraging AI-powered social listening, brands can anticipate consumer behavior, maintain relevance, and foster long-term loyalty.
Social listening stands out as a separate category because it goes beyond traditional monitoring by focusing on the analysis of online conversations and sentiment. Unlike other tools that merely track mentions or engagement metrics, social listening captures the context and emotions behind user-generated content across platforms. This allows brands to gain deeper insights into customer needs, preferences, and emerging trends. It differs from standard analytics by emphasizing real-time responses and strategic adjustments based on public opinion, enabling more proactive reputation management, competitive analysis, and customer engagement. This makes it a vital tool for brand strategy and consumer relationship management.
In recent years, social listening has evolved significantly, driven by advancements in AI, machine learning, and natural language processing (NLP). These technologies have enhanced the accuracy of sentiment analysis and enabled tools to understand nuances like sarcasm, emotions, and context. Social listening has also expanded beyond just monitoring social media to include a wider range of online platforms, such as forums, blogs, and review sites. Additionally, integration with customer service and marketing tools has made social listening a more actionable resource, allowing brands to respond in real-time, personalize communication, and even predict trends, boosting its value in business strategies.
Social listening is likely to evolve through deeper integration with social media ad tools, enabling brands to create more targeted and responsive advertising strategies. By analyzing conversations in real-time, social listening platforms will tailor ads dynamically, automating content and messaging based on sentiment and audience behavior. This will allow brands to shift from reactive to proactive communication, launching campaigns that directly address emerging trends, concerns, or interests.
Additionally, AI advancements will make predictive analytics more sophisticated, offering brands foresight into potential market shifts or crises before they unfold. Real-time customer feedback will increasingly drive business decisions, allowing for personalized and adaptive product development.
We can also expect more seamless integration between social listening tools and customer service platforms, enabling companies to respond with hyper-targeted, personalized responses at scale, thanks to improved chatbot technology. The fusion of social listening with ad management, customer service, and even e-commerce will give brands a unified ecosystem to optimize their entire digital presence based on data-driven insights. This shift will empower brands to not only listen but also act in real time with highly relevant and automated solutions across multiple digital touchpoints, maximizing engagement and customer satisfaction.
HaiX’s multi-modal (video, image, text, audio) and multi-language AI social listening company, providing brands with real-time insights and a Private Gen AI Insights Copilot, helping them track trends, sentiment, viral posts and audience analysis across all major social platforms, including LinkedIn and TikTok.
And, like their platform, HaiX are thinking ahead with their development plans over the next 12 to 18 months and beyond. According to their Founder, Raj Muppala, HaiX's roadmap for the short-term focuses on helping customers solve the change in social media content "With over 70% of social media content being visual or video-based, our proprietary AI technology surpasses traditional text-focused tools by delivering deep insights from videos and images in multiple languages. Our innovative approach, cutting-edge AI and GenAI models, and focus on delivering accurate, actionable insights are positioning us as a leader in AI-driven social listening, helping global brands stay ahead of trends and make smarter business decisions."
Over the next 12-18 months, our technology roadmap will deliver significant AI innovations, advanced multimodal capabilities, expanded multi-language support, and enhanced social listening for LinkedIn and TikTok, along with a Private Gen AI Insights Copilot for fast, accurate insights. Below are our key milestones:
TikTok advanced social listening (September 2024): Addressing current gaps, we are enhancing our existing TikTok capabilities to include historical data. Our platform, which already provides comprehensive analysis of TikTok keywords, hashtags, and user accounts, will now offer richer, more granular video insights for deeper understanding of trends and audience engagement.
Comprehensive LinkedIn social listening (Q4 2024): LinkedIn is a crucial platform for brands and we already offer insights on demographics, sentiment, viral posts and trends. Our new features will provide deeper audience analysis, focusing on key influencers and emerging industry trends. These improvements will help brands make data-driven decisions and better engage relevant audiences.
Private GenAI Insights Copilot for fast insights (throughout 2024-2025): Unlike ChatGPT copilots, where data and interactions are not guaranteed to remain private, our Private Gen AI Insights Copilot ensures full privacy on interactions and data. It delivers fast insights in seconds from vast social media data, identifying top issues, trending influencers, SWOT analysis for brands. Monthly updates will further refine its secure, tailored insights.
Multi-language capability expansion (throughout 2025): While we currently support over 100 major languages, our roadmap includes adding new languages in Q1 2025, broadening our global reach and inclusivity.
These milestones will drive our innovation, providing more comprehensive, secure and rich insights across all social media and multiple languages.
We are expanding our expertise into deeper video insights, audience analysis, and influencer identification by leveraging advanced generative AI (Gen AI) models. Our focus is on developing private and secure large language models (LLMs) specifically tailored for vision, providing brands with richer insights from video content. These insights help in understanding emerging trends, identifying key influencers, and gauging audience sentiment and emotional engagement. By harnessing the power of AI, we enable brands to connect more effectively with their audiences, optimize their marketing strategies, and make data-driven decisions to maximize impact.
Our Private Gen AI Insights Copilot is designed with a strong focus on full privacy, setting us apart from other ChatGPT copilots where data and interactions are not guaranteed to remain private. In partnership with one of the fastest Gen AI LLM platforms, we enhance our secure Gen AI insights platform to handle multimodal data at scale, offering fast and accurate insights from vast social media data.
We are expanding partnerships with leading media agencies to deliver deeper insights on platforms like LinkedIn and TikTok, addressing existing gaps in social listening and audience analysis. By combining our AI-driven tools with our partners' media expertise, we help brands stay ahead in an ever-evolving digital landscape.
With over 70% of social media content now in video format, most social listening tools remain focused on text, missing critical insights from platforms like LinkedIn and TikTok. As brands increasingly rely on video to engage their audiences, there is a growing need for deeper, more actionable insights from this content. Additionally, public AI copilots like ChatGPT do not guarantee data privacy, making it essential for brands to have secure and confidential solutions. By focusing on private Gen AI models, we offer a privacy-first approach that provides comprehensive insights, empowering brands to fully leverage the potential of video content.
Our new developments will offer customers more comprehensive insights by addressing key gaps in social listening for LinkedIn, TikTok, and video content. By leveraging advanced AI for video content analysis, we provide richer and more actionable insights that go beyond traditional text-based tools. Our private Gen AI models ensure full confidentiality, offering a secure environment for brands to analyze their data without privacy concerns. Additionally, our solutions are designed to handle multiple languages, enabling brands to capture insights from diverse audiences around the globe. Overall, our innovations empower brands to make data-driven decisions with confidence, precision, and security.
It's time to start addressing the gaps in social listening…
With Social Media Monitoring technology, you can track and analyse - in real time - conversations and mentions of your brand, products or relevant keywords across social media. These tools are the first step for understanding what people are saying about your brand or a specific topic.
Brand mention tracking: Monitor social media platforms for mentions of your brand, products or team members to quickly identify and respond to customer questions or complaints.
Keyword monitoring: Track specific keywords or phrases about your industry, competitors or marketing campaigns to stay up-to-date with relevant conversations and trends. This will help you join conversations with your target audience more naturally.
Social media engagement: Find opportunities to connect and share useful info with your customers, prospects or influencers by monitoring social media conversations and mentions. This can help create a community-feeling around your products or services.
Crisis detection: Monitor social media channels to spot potential crises that could impact your reputation and get real-time alerts to enable you to respond quickly. This can help you maintain trust and credibility.
Basic reporting: Create reports and dashboards that summarise key social media metrics so that you can track your social media presence, show the impact of engagement campaigns and improve your long-term marketing strategy.
These tools use machine learning (ML) techniques to analyse images from different online sources and find insights about the objects, scenes and emotions they contain. This information can help you understand how your brand’s visual content is perceived by your audience and how they engage with it. Image analytics is usually done alongside text-based content analytics, adding an extra dimension to help you understand your brand’s online presence better.
Visual brand monitoring: Track how visual elements of your brand - logos, products, packaging etc - are being used in user-generated content (UGC) across the internet to monitor brand consistency and find out when people are using your brand imagery without permission.
Visual content performance analysis: Measure and analyse how your visual content - such as images and videos - is performing so that you can optimise your marketing and branding strategies around content that does well with your audience.Visual trend detection: Discover emerging visual trends, such as popular image styles or filters, so that you can stay ahead of the curve and create visually appealing content that taps into what’s trending with your audience. Emotion analysis: Analyse facial expressions or body language in images and videos to understand how audiences connect with visual content. This can help you create more emotionally engaging content.Object and scene detection: Identify objects, scenes and actions shown in images and videos, such as products, locations or events to get a better understanding of how your products or services are being used or experienced by customers.
Like Social Video Analytics tools, Social Video Intelligence technology helps you understand how your audience consumes video content. However, these tools go further by using advanced analytics and ML techniques to extract insights by analysing visual and audio elements (including keyword mentions) and metadata. With this information, you can identify relevant trends and find opportunities to create more engaging video content tailored to your audience. You can also measure how this content impacts brand perception and consumer behaviour.
Video content analysis: Analyse the visual and audio components of video content that you share on social media, such as product demos or customer testimonials, to get an idea of how people are engaging with it.
Video trend detection: Discover emerging trends and topics in video content shared online, such as new video formats, popular themes or viral clips, to stay ahead of the curve and create video content that resonates with your audience.
Video influencer identification: Find influential video creators on social media based on factors like reach, engagement, and sentiment. This helps you understand the impact of influencer campaigns and manage influencer relationships better.
Video competitive analysis: Analyse video content shared by your competitors to benchmark your performance against them. With this info you can identify gaps and develop strategies to stand out and gain a competitive edge.
Review Analysis & Management tools can help you manage your brand’s online reputation and improve customer service. With this technology you can monitor, analyse and respond to customer reviews across platforms including Google, Yelp, TripAdvisor and industry-specific review sites, and prevent potential problems from escalating publicly. By giving you insight into a customer’s experience with your brand, these tools also help you identify gaps and areas to improve your service in future.
Review monitoring: Track customer reviews and ratings on one dashboard so that you can monitor your online reputation and quickly address any issues without having to manually check each review platform.
Review analysis: Use sentiment analysis and natural language processing (NLP) techniques to analyse customer reviews, find common themes and trends, and learn more about your customers’ experiences. This can help you develop better products, services and marketing strategies.
Review response management: Respond quicker to reviews with customisable response templates, workflows and collaboration tools to show how committed you are to customer satisfaction. These tools also help you keep your brnad voice across review platforms.
Review generation: Encourage satisfied customers to leave reviews by sending automated follow-up comms with direct links to review platforms so that you can build a strong online reputation and attract more customers.
Reporting and insights: Create reports and dashboards that summarise key social media metrics to help you track the impact of your reputation management efforts and identify areas for improvement.
Search Intelligence tools can help you refine social listening queries and track conversations by identifying keywords and phrases that are most relevant to your audience. This is done by providing insights into what topics people search for and the type of content they’re directed to. It can also show whether search trends match what people share publicly online. On top of this, you can use Search Intelligence technology to analyse search query data to improve your brand’s SEO and SEM strategies. These can increase visibility and website traffic.
Brand awareness tracking: Monitor how often your brand is being searched for, track changes over time, and evaluate the effectiveness of your brand awareness campaigns..
Trend validation: Validate emerging trends by analysing current search data to see if a trend is gaining traction with your target audience.
Product image monitoring: Track how often images of your products appear in search results, providing insights into product visibility and potential areas for improvement.
Demand forecasting: Use search query data to predict future demand for your products or services, enabling better inventory and resource planning.
Pain point detection: Identify common issues or concerns that your target audience is searching for, allowing you to address these pain points in your content or product offerings.
Hashtag Tracking tools help you monitor and analyse how specific hashtags are used across social media platforms, and how they perform. With this technology you can track volume, reach, engagement and sentiment for each hashtag, which offer you an insight into audience perception of a particular topic or marketing campaign. Hashtag Tracking is a core feature of all Social Listening and Social Media Monitoring technology, but there are also standalone tools too.
Campaign monitoring: Track how branded or campaign-specific hashtags (e.g., from product launches, events or promotions) perform so that you can measure the success of these campaigns on brand awareness and sentiment and discover influencers.
Trend identification: Monitor relevant trending hashtags to discover new topics and find opportunities to engage with your audience in a more authentic way.
Competitor analysis: Analyse hashtags used by your competitors to learn about their marketing, audience engagement and brand positioning strategies. You can benchmark your performance against this to identify gaps or opportunities and adapt your own hashtag strategies to capture a larger share of voice (SoV).
Influencer identification: Find influential people who use or engage with relevant hashtags to discover and build relationships with potential influencer partners, and monitor the impact of any future collaborations.
Event monitoring: Monitor hashtags of specific events - conferences, product launches, sponsorships etc - to track audience engagement and feedback in real-time so that you can interact with visitors directly and understand how to improve your event in future.
Media Monitoring tools help you track and analyse your brand, products or relevant keywords across different online media channels. These include news sites, blogs, forums and social media. This technology provides real-time alerts, sentiment analysis and reporting so that you can stay informed about media coverage of your brand and manage any potential reputational risks. Media Monitoring can be an add-on to many Social Listening tools to help provide a broader view of the public’s brand perception.
Brand monitoring: Track mentions of your brand across media channels to understand the volume, sentiment and sources of coverage, identify potential crises before they happen and measure the impact of your media relations.
Industry and competitor tracking: Monitor media coverage of your industry, competitors and other relevant topics to make sure you’re on top of market trends and potential opportunities or threats.
Sentiment analysis: Analyse the sentiment of media coverage and online conversations to understand how your brand - or industry topics - is perceived by audiences so that you adjust your communications strategies as necessary.
Crisis management: Monitor media channels for coverage that could lead to a crisis and receive real-time alerts so that you can respond quickly and minimise the impact of negative publicity on your brand reputation.
PR measurement: Measure the impact of PR campaigns and media outreach so that you can show the value of this work, optimise your comms strategies and decide where’s best to allocate resources.
