AI-enabled functional transform

Reputation Sensing Platform

Overview · Crisis

Crisis Command Centre

Connected intelligence for reputation health, early-warning alerts, scenario response and coordinated messaging.

Narrative stage

Incident

Payments friction has moved past Concern into Incident: multi-channel corroboration with rising velocity. Crisis protocol on standby.

  1. Calm
  2. Concern
  3. Incident
  4. Crisis

Reputation score

72

-2 vs last week · Stable with watch items

Escalation likelihood

58%

Payments friction cluster

Open incidents

2

Across media, social & contact centre

Risk index

46

Crisis agent

Alerting

Raised medium alert on payments friction cluster

Early-warning alerts · War room
highescalating

Payments friction cluster accelerating

Contact-centre and social signals on POS/card declines rising faster than 14-day baseline.

Escalation58%
x
Media pickup47%
x

Detected 12 Oct, 06:55 · Contact centre, X, Reviews · SLA 95m left

Theme: Payments friction
mediumwatching

Unverified nationwide outage rumour

Low-authenticity rumour thread; Crisis Detection Agent advises pre-emptive clarification.

Escalation34%
x
Media pickup22%
x

Detected 11 Oct, 15:10 · X · SLA 140m left

Theme: Digital banking reliability
lowcontained

Branch experience hotspot — VI

Repeated queue-time reviews at Victoria Island branch; localised reputational drag.

Escalation18%
x
Media pickup8%
x

Detected 11 Oct, 17:30 · Reviews

Theme: Branch service quality
Risk drivers
POS / card declines38%
x
Outage rumour amplification27%
x
Branch queue complaints18%
x
Regulatory mentions17%
x

Payments friction may depress score 3–5 pts over 72h if unresolved.

Reputation forecast

Solid = observed · Dashed = predictive projection

Agentic AI

Social Listening Agent
active

Monitors X, Instagram, forums, and influencer threads across Nigeria.

Last: Clustered 128 posts on USSD recovery narrative

1,842 signals

Media Monitoring Agent
active

Tracks print, TV, and digital newsrooms for Zenith and peer banks.

Last: Flagged BusinessDay FX liquidity commentary

614 signals

Crisis Detection Agent
alerting

Scores escalation likelihood and proposes scenario responses.

Last: Raised medium alert on payments friction cluster

221 signals

Detection agent timeline
  1. 08:42
    warningCrisis Detection Agent

    Escalation likelihood for POS decline cluster moved 41% → 58%.

  2. 08:31
    warningSocial Listening Agent

    Detected rumour spike on app outage; authenticity score 0.22 (low).

  3. 08:18
    infoMedia Monitoring Agent

    Ingested Punch SME academy piece — positive brand equity lift.

  4. 07:55
    infoCrisis Detection Agent

    Prepared draft holding statement for cards & payments scenario.

  5. 07:40
    criticalSocial Listening Agent

    Emotion shift: fear mentions +12% in Lagos metro geohash.

  6. 07:12
    infoMedia Monitoring Agent

    Synced morning broadcast monitors — no TV crisis framing yet.

Scenario response & message coordination

Trigger

Escalation likelihood > 55% on payments theme for 2 hours

Recommended actions

  • •Activate holding statement for media and social
  • •Brief Contact Centre with known error codes and ETA
  • •Notify Investor Relations if retail deposit chatter intensifies
We are aware some customers are experiencing intermittent card declines. Our teams are investigating with priority. Alternative channels (USSD *966#, Zenith app transfers) remain available.
Deep modules

Brand Intelligence

Brand health, reputation NLP, themes & live signals

Competitor Analysis

Zenith vs peers — SOV, sentiment & perception