Great idea Wendy and all, I've also been thinking about this, and yes while it should be used with some strict criteria (like #1 transparency that it is a bot and not human and #2 only to be used in certain basic use cases) I think it could be quite useful. I'm also interesting in the idea of using "AI" (although I hate calling it that, is not really intelligent or self-aware now is it?) to mine community threads for sentiment, also for insights on content creation, themes, etc. I know they were working on it when I was at Autodesk, great to see they launched Otto! ... View more

For the NPS chart above, all data points are trending upward, which is a good thing   The yellow trendline is for the Community data.  Note also that it jumped by 34% in Q4, which is when we launched our Social CRM (Lithium & Salesforce) integration (Oct 2011)! ... View more

I would like to suggest you use the same exercise in the Engagement Center and in Reporting, to weed out using mulitple names for the same thing or inaccurate names.  For example, in the Content Tab of Engagement Center, there is a section for "Answer Rate" but these are not answers in that they answered the Topic author's question, but rather "Replies" - it is maybe a small but very significant difference, even then in how we show these reports and outputs internally.  In the Product Support world, an Answer is a very different thing.  In the Responsiveness section you have "Response Rate" - is this different or the same thing?  See this thread...   http://lithosphere.lithium.com/t5/Customer-Connection-Private/Time-to-Answer-and-Response-Time-engagement-centre/m-p/27816#M1531 ... View more