Telecommunications Company
Company Size
100,000 Employees
One of the Top 5 Telecommunications Companies in the World Relied on Blackbird.AI to Counter Narrative Attacks and Safeguard Public Trust During Crisis Events
50%
reduction in weekly analyst time driven by automated analysis from Constellation
12x
faster detection of narrative attacks using Blackbird.AI’s Constellation Platform
75%
broader network coverage achieved through Constellation vs. traditional social listening tools
35%
of harmful narratives traced by Constellation to coordinated, inauthentic activity
Problem Statement
A primary telecommunications provider experienced a large-scale service outage unrelated to any security breach. However, narrative attacks quickly emerged, falsely suggesting that the disruption resulted from a cyber attack or infrastructure sabotage. Coordinated efforts to amplify these claims began to dominate the online conversation, generating confusion among customers, drawing the attention of media outlets, and putting pressure on internal teams to respond even though no actual breach had occurred.
Process Before Blackbird.AI
Before Blackbird.AI, the company relied on conventional media monitoring and sentiment analysis tools to gauge the public’s reaction to outages and performance issues. While these tools captured volume and engagement, they could not differentiate between genuine customer frustration and coordinated narrative manipulation. The team could not detect the sources and network dynamics behind false claims, causing delays in response planning and limited insight into potential risk escalation.
Solution
Blackbird.AI’s Constellation Platform was deployed to distinguish organic consumer complaints from inauthentic amplification campaigns. The platform rapidly identified coordinated networks of bot accounts and influencers pushing false narratives about the cause of the outage. These insights were shared directly with the security and communications teams to guide a fact-based public response strategy, ensuring that public messaging remained grounded and authoritative. Constellation also flagged emerging risks that could signal real-world threats, enabling the organization to implement enhanced security controls and monitor critical infrastructure more closely.
Customer Impact
Armed with intelligence from Blackbird.AI, the company was able to get ahead of the narrative, respond with clarity, and maintain customer trust during a highly sensitive event. Leadership coordinated across security and public relations teams using Constellation’s data to shape timely communications, neutralize false claims, and reduce confusion. By actively countering harmful narratives and preparing for potential escalation, the company safeguarded its reputation and operational continuity.