Algorithmic marketing versus the nightmare of automated social media bot

According to Forbes, Big Data is the biggest game-changing opportunity for marketing and sales since the Internet went mainstream almost 20 years ago. Algorithmic marketing is emerging as an approach to manage a full range of marketing issues such as targeted offers, communications and pricing, using analytical methods (predictive statistics, machine learning and natural language text mining).

But algorithmic marketing is not just about automating social media interaction. Recently Bank of America suffered brand damage with an automated social media bot. While their intent was good to automatically detect tweets that mentioned the bank and propose help to customers, their "algorithm" was unable to distinguish between a routine customer service situation and a brand nightmare protest.

If you are seriously considering to automate your customer experience through social media, trust the experts, don't do this!

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