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Emplifi Care

AI-powered social customer service platform for enterprise teams

Emplifi Care helps enterprise brands manage social media customer support from one connected workspace. Before an agent opens a conversation, Fuel AI has already summarized the interaction, identified customer intent, prioritized the case, and surfaced relevant CRM context. AI-assisted workflows help teams reduce handle time, improve response speed, and manage social customer care operations more efficiently across social and messaging channels.

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Manage social customer service more efficiently with AI-powered workflows

53%

Faster handle time. Freshpet reduced average handle time after deploying Emplifi Care and Service Orchestrator across social and messaging support channels. Fuel AI-generated case summaries and intelligent routing helped agents resolve customer issues more efficiently.

Summarize every case before agents respond

Fuel AI generates structured summaries for incoming customer interactions, including conversation history, intent, sentiment, and priority. Agents start with the context they need to resolve issues faster across social and messaging channels.

176%

More contact resolutions. Freshpet increased customer support throughput significantly without expanding the team. AI-powered triage and workflow automation allowed agents to focus on complex interactions requiring human support.

Manage social and messaging support from one workspace

DMs, comments, chats, mentions, and reviews flow into one connected customer care workspace with centralized routing rules, SLA management, and escalation workflows. Teams can manage social customer support more consistently across channels and regions.

Manage social customer support from one connected workspace

Emplifi Care helps enterprise brands manage social customer service across every channel with AI-powered triage, omnichannel case management, multilingual support, CRM integrations, and workflow automation built into one customer care workspace.

Summarize every case before agents respond

Fuel AI reads incoming customer conversations and generates structured summaries that surface customer context, intent, sentiment, and priority before an agent opens the interaction. Agents can move directly into issue resolution without manually reviewing the entire conversation history.

Manage social and messaging support from one workspace

DMs, comments, chats, mentions, and reviews flow into one unified workspace with centralized routing rules, SLAs, and escalation workflows. Teams can manage social customer service operations consistently across channels without switching between disconnected tools.

Support customers in multiple languages

Real-time translation helps global customer care teams support conversations across markets and languages from one connected workspace. Agents can support customers more efficiently across global markets without relying on external translation workflows.

Access customer context before responding

CRM integrations surface customer history, account details, open cases, and prior conversations directly inside the workspace before agents respond. Every interaction writes back into the CRM automatically, helping teams maintain continuity across the customer journey.

Protect customer data with automated compliance controls

Fuel AI automatically redacts personally identifiable information before interactions reach the queue. Compliance and data protection workflows run continuously across customer support operations without relying on manual review processes.

Unlock new possibilities for social customer service with Emplifi Care

Demo

Enterprise teams managing social customer service with Emplifi

Enterprise brands use Emplifi Care and Service Orchestrator to improve response times, automate support workflows, and manage customer interactions more efficiently across social and messaging channels.

Freshpet: Reduced handle time by 53% and increased contact resolutions by 176% after deploying Emplifi Care and Service Orchestrator.

Domino's: Improved first-response times across social customer care channels with AI-powered triage and workflow automation.

Customers

Emplifi has made life a lot easier. The whole process has been smooth, from working with our wonderful customer success manager, to implementing and managing the tool, the Emplifi team was available, responsive, and knowledgable.

Alex Bresette Director of Guest Relations

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"For Bath & Body Works, embracing digital transformation was essential. It’s more than just using technology as a tool. It’s about speaking the language of our times to connect deeply with our customers. It’s the blend of technology and personal touch that defines our customer success experience."

Mahmoud Zammar Marketing Executive, Bath & Body Works

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"Every customer engagement is an opportunity to enhance our relationship and create a great experience for our community. That's why (Emplifi) is an integral part of our community management strategy. With Emplifi's easy-to-use interface, we can close the gap in cross-team communication so we can give our customers the attention they deserve."

Osmat Awar Director of Corporate Communication and Social Responsibility, McDonald's RICC

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Questions about Emplifi Care, answered

What is Emplifi Care?

Emplifi Care is an AI-powered social customer service workspace built on Service Orchestrator within Emplifi Fuel. It helps enterprise brands manage DMs, comments, chats, mentions, and reviews from one connected workspace using AI-powered triage, routing, case summaries, translation, and CRM integrations.

What channels does Emplifi Care support?

Emplifi Care supports social and messaging channels including DMs, comments, chats, mentions, and reviews across major digital platforms. Routing rules, SLA management, and escalation workflows apply consistently across every connected channel.

How does Fuel AI improve customer care operations?

Fuel AI helps automate triage, case summaries, routing, translation, and prioritization across incoming customer interactions. AI-assisted workflows help customer care teams reduce handle time, improve response speed, and manage higher conversation volumes more efficiently.

Does Emplifi Care integrate with Salesforce and HubSpot?

Yes. Emplifi Care integrates with Salesforce, HubSpot, and additional CRM systems to surface customer history, account details, and conversation context directly inside the workspace. Resolved interactions write back to the CRM automatically to maintain continuity across support workflows.

How is Emplifi Care different from other customer care platforms?

Emplifi combines social customer service, AI-powered triage, omnichannel case management, chatbot automation, analytics, and social listening in one connected platform designed for enterprise support teams. Brands can manage customer support workflows, reporting, and escalation paths from one unified customer care experience instead of disconnected tools.

Is PII redacted before Fuel AI processes customer data?

Yes. PII redaction runs inside every interaction as a platform-level process. Care agents work without exposure to raw PII in the workspace. Compliance governance is automated and consistent, not dependent on individual agent steps.

What is the difference between Emplifi Care and Emplifi Agent?

Emplifi Care is the AI-powered social customer service workspace where care agents manage DMs, comments, chats, mentions, and reviews with Fuel AI running case summaries, routing, real-time translation, and CRM context. Emplifi Agent is the high-volume case management engine for complex enterprise case workflows at scale. Both run inside Service Orchestrator on Emplifi Fuel.

What integrations does Emplifi Care support?

Emplifi Care connects to Salesforce, HubSpot, and other enterprise systems through Fuel Integrations. Social channel coverage includes all major platforms. API access and enterprise SSO are included. Your Emplifi onboarding team configures integrations for your environment during deployment.

Explore additional social customer care resources

Learn more about social customer care and the power of exceptional digital customer journeys across all touchpoints.

How can I best align my team for social customer care?

What do customers expect from brands for social care?

How does social care fit into the customer experience?

How can social media play a role in customer care?

How can we integrate AI into our social care strategy?

What are best practices around customer self-service?

Bereit, Ihre Social-Media-Strategie zu optimieren?

Emplifi steigert Ihre Effizienz, erhöht Ihren Umsatz und skaliert Ihre Social-Media-Aktivitäten – egal, ob Sie ein kleines Team oder ein komplexes Produkt betreuen. Möchten Sie erfahren, wie? Lassen Sie uns sprechen.