Case Study: Major Automotive Company achieves 46% faster responses, 54% more unique customer engagements and 10× better classification accuracy with Interactions

Major Automotive Company Supports Agents with AI that Performs 10X Better

Major Automotive Company was losing productivity because social care agents spent about 60% of their time sifting through false-positive keyword matches across Facebook, Twitter and forums, missing real sales leads and customer issues. To address this, the automaker turned to Interactions and its Digital Roots social media engagement platform to replace the unscalable, query-based monitoring approach.

Interactions implemented its Digital Roots platform and a revised moderation process, validating performance with an F1-score study. The platform delivered a tenfold improvement over the query system, collected 15% more relevant data, and required far fewer reads per relevant post (423 vs. 4,748), while driving a 46% increase in responses under 20 minutes and a 54% increase in unique customers engaged — freeing agents to focus on higher-value interactions.