Social media management platform

A non-transitory computer-readable storage medium coupled to one or more processors and having instructions stored thereon which, when executed by the one or more processors, cause the one or more processors to perform operations for social bot-based, autonomous social media management of each of a plurality of enterprises, the operations comprising:

• receiving, by a social media management platform, an incoming message on a social media platform of a plurality of social media platforms;
• determining, by the social media management platform, an enterprise of the plurality of enterprises that the incoming message is directed to;
• determining, by the social media management platform, a class of the incoming message from a set of classes;
• generating, by one of a public relations (PR) bot and a social bot of the social media management platform, a first reply to the message based on the class of the incoming message, the PR bot and the social bot each being specific to the enterprise and at least partially controlling a social media account of the enterprise on the social media platform;
• posting, by the one of the PR bot and the social bot, the first reply to the incoming message on the social media platform using the social media account;
• and
• at least partially in response to determining that the class is one of a complaint, a statement, and unknown, determining a potential virality of the incoming message;
• comparing the potential virality of the incoming message to a threshold virality;
• and
• in response to determining that the potential virality exceeds a threshold virality, triggering a swarm of social bots to mitigate virality of the incoming message.

A system, comprising:

• a computing device;
• and
• a computer-readable storage device coupled to the computing device and having instructions stored thereon which, when executed by the computing device, cause the computing device to perform operations for natural language explanations for social bot-based, autonomous social media management of each of a plurality of enterprises, the operations comprising:
• receiving, by a social media management platform, an incoming message on a social media platform of a plurality of social media platforms;
• determining, by the social media management platform, an enterprise of the plurality of enterprises that the incoming message is directed to;
• determining, by the social media management platform, a class of the incoming message from a set of classes;
• generating, by one of a public relations (PR) bot and a social bot of the social media management platform, a first reply to the message based on the class of the incoming message, the PR bot and the social bot each being specific to the enterprise and at least partially controlling a social media account of the enterprise on the social media platform;
• posting, by the one of the PR bot and the social bot, the first reply to the incoming message on the social media platform using the social media account;
• and
• at least partially in response to determining that the class is one of a complaint, a statement, and unknown, determining a potential virality of the incoming message;
• comparing the potential virality of the incoming message to a threshold virality;
• and
• in response to determining that the potential virality exceeds a threshold virality, triggering a swarm of social bots to mitigate virality of the incoming message.