Xtract AI helps organizations monitor, analyze, and act on customer feedback shared on Twitter (X). The app captures tweets—both positive and negative—and integrates them seamlessly into ServiceNow CSM. Issues raised on Twitter can be converted into customer service cases and assigned to the appropriate team, ensuring prompt resolution. Positive mentions can be leveraged to recognize and reward loyal customers. With built-in sentiment analysis and automation, Xtract AI enhances customer engagement and brand reputation management-all within ServiceNow.
The processed tweet data, along with sentiment classification (positive, neutral, or negative), is stored in a custom ServiceNow table. For grouped negative tweets, the solution automatically generates CSM cases, ensuring timely attention and resolution. Additionally, the application includes a configurable interface for managing API credentials, schedule intervals, and target X.com accounts. A comprehensive dashboard and reporting page offer visual insights and metrics for operational teams.
· Proactive Issue Resolution – Automatically convert tweets into ServiceNow CSM cases and route them to the right teams for quick resolution.
· Sentiment Analysis & Insights – Analyze customer sentiment on Twitter to identify trends, emerging issues, and areas for improvement.
· Seamless Social Integration – Manage Twitter interactions within ServiceNow alongside other customer service channels for a unified view.
· Customer Engagement & Loyalty – Identify and reward customers who positively engage with the brand on social media.
· Time-Saving Automation – Reduce manual effort by automatically categorizing, tagging, and prioritizing social media interactions.
- Initial major release of Xtract AI v1.0.
- Core functionalities implemented: tweet extraction, sentiment analysis, CSM integration.
- Introduced admin/user roles and configuration UI.
- Dashboard and reporting capabilities added.
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