Sprinklr Helps the Census Bureau Create a Strong Social and Engagement Strategy

Rachel Alvarez

March 5, 20202 min read

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Once every 10 years, the U.S. Constitution mandates that the country count its population – what we call the U.S. Census. The results of this once-in-a-decade count are crucial for determining congressional representation, informing hundreds of billions in federal funding, and providing data that will impact communities for the next decade.

Yet, many people living in the United States don’t understand what the U.S. Census is or why it is important. Additionally, there are misconceptions around how U.S. Census responses are used and protected.

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Partnering with Sprinklr for Awareness, Education & Efficiency

The Census Bureau realizes that the government is often criticized for being out of touch. It is fighting this perception head on with Sprinklr’s support by harnessing social media platforms such as Facebook, Twitter, YouTube, Pinterest, LinkedIn and Instagram to connect with households across the country.

Starting March 12th, households will begin receiving official Census Bureau mail with detailed information on how to respond to the 2020 Census online, by phone, or by mail. As a result, the Census Bureau is expecting an increased amount of inbound inquiries and online chatter. To help manage the volume of inquiries while improving efficiency, they’re leveraging Sprinklr for social customer care, listening, publishing, reporting and social advertising.

Sprinklr is also used to proactively monitor social media for mis/dis information and identity threats that could affect the agency’s reputation and 2020 Census response rates. AI-based Smart Alerts are set up in Sprinklr for the Census Bureau to identify and respond to misinformation swiftly before it spreads. Sprinklr Smart Alerts notify the Census Bureau of increased or irregular volume changes around social media posts with a negative sentiment or public comments that mention a sensitive topic such as data security.

Additionally, with many agencies supporting the Census Bureau, Sprinklr’s centralized asset manager for publishing and advertising keeps everyone on the same page. With the need to have assets in different languages for many different demographics, having one location to manage all posts is crucial to increase return on ad spend and save time.

Leveraging Sprinklr Chatbot Technology

The Census Bureau recently launched a Facebook Messenger Chatbot in Sprinklr to help answer common questions quickly throughout the 2020 Census, and are working on launching an AI chatbot via Sprinklr on Twitter.

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