Brand Reputation
Company Size
Global
How Blackbird.AI can help protect brand reputation when viral social content fuels product rumors
Problem Statement
A major consumer pet care brand experienced a surge of viral content on a popular social media platform, where users began posting emotionally charged videos claiming a specific dog food product had caused illness in their pets. While unsubstantiated, the volume and spread of the narrative led to growing public concern, questions from retailers, and threats of class action lawsuits.
Process Before Blackbird.AI
Without a dedicated system to detect emerging social narratives, the company relied on traditional social listening to monitor keyword trends and brand mentions. By the time the legal and communications teams became fully aware of the severity of the claims, the videos had already reached millions of viewers and were being referenced by news outlets. Public trust had begun to erode despite the lack of verified evidence.
Solution
Blackbird.AI’s Constellation Platform enables teams to detect early signs of harmful narratives before they escalate. Narrative and actor mapping surfaced the origin of the coordinated content, helping identify which influencers were driving engagement. Constellation also provided context on audience reaction and network spread, empowering leadership to align legal, communications, and brand safety strategies in real time.
Customer Impact
With real-time insight into narrative risk, companies can respond swiftly and factually. They are better positioned to correct false assumptions, prepare internal talking points, and support retail partners and customer service teams with context. Rather than reacting to viral damage, Blackbird.AI enables brands to act with clarity and control, maintaining customer trust and brand equity through narrative volatility.