Sprout Social Buys Repustate, Further Expanding AI Sentiment Analysis to Its Social Media Management Solution

Sprout Social Buys Repustate, Further Expanding AI Sentiment Analysis to Its Social Media Management Solution

This IDC Market Note discusses the recent announcement of the acquisition of Repustate Inc. by social media management platform Sprout Social Inc."It is exciting to see the activity around voice of the customer (VoC) vendors investing in technology (artificial intelligence [AI], machine learning [ML], and NLP) to provide more insights and value to their customers," says Lou Reinemann, research director for Voice of the Customer and Customer Success applications at IDC. "This is a hot area right now but one where customers need to see clear ROI from their investments. With the growth in the capture of unstructured customer data from communities, social sites, product reviews sites, and so forth, brands need tools that can provide deeper insights into the sentiment and emotions of their users to ensure exceptional customer experiences."

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