The monitoring of user-generated content has become increasingly important as companies seek to mine large volumes of text-based brand conversations across today’s complex web of customer interaction channels. One of the most common approaches to classify such content is keyword systems. However, recent advances in artificial intelligence, computational linguistics and natural language processing (NLP) now enable listening automation with far greater analytical depth, accuracy and consistency than previously possible. This report from KANA focuses on the benefits of taking an artificial intelligence-based approach to content monitoring.