Information Technology (IT)
Company Size
100,000+ Employees
A Big Tech Company Used Blackbird.AI for Post-Incident Response Monitoring to Navigate Public Backlash and Restore Narrative Control
40x
40x more detailed AI-driven insights into influencer networks and audience targeting with Constellation
24/7
monitoring of high-engagement narratives across fringe and mainstream platforms
1
unified narrative intelligence stream delivered to PR, legal, and executive teams
Multiple
calls to action—boycotts, lawsuits, regulatory demands—surfaced and monitored in real-time
Problem Statement
Following a high-profile data breach, public media coverage was marked by widespread confusion regarding the cause of the incident and who was responsible. The dominant narratives, based on user engagement, pointed to flaws in the company’s security infrastructure. The risk of eroding public trust, leading customers to abandon the platform for competitors, posed serious consequences for revenue, market share, and shareholder value.
Process Before Blackbird.AI
The company monitored digital engagement primarily through traditional media listening and analytics tools, prioritizing narrative volume and reach. However, these tools failed to provide insight into which narratives showed signs of future virality or how coordinated messaging shaped public opinion. As a result, the company lacked visibility into the nuance and trajectory of threats that extended beyond high-level sentiment.
Solution
Blackbird.AI’s Constellation Platform was used to deliver a more comprehensive situational understanding. Beyond volume metrics, Constellation surfaced emergent narratives gaining traction in fringe and mainstream spaces, flagged calls to action such as boycotts and litigation, and identified the communities and influencers driving these attacks. The platform also helped the company understand how narratives were contained within niche audiences or spreading across platforms, enabling more precise targeting and messaging.
Customer Impact
The company partnered with its public relations agency to craft a transparent, forward-looking communication strategy. Blackbird.AI’s insights into influencer clusters, audience segmentation, and community dynamics enabled the team to respond proactively while addressing the incident's root cause. With strategic clarity and improved narrative control, the company moved quickly to contain brand risk and restore stakeholder confidence.