Cold Call BrandBastion Mixes AI and Human Judgment to Build Trust at Scale
Nov 25, 2025
Join Jenny Wolfram, founder of BrandBastion, alongside Vesa Rikkinen and Harvard's Julian De Freitas, as they delve into managing online brand reputations. They discuss the hybrid AI-human model that balances efficiency and nuanced judgment in moderation. Topics include how to handle crises, measure trust through comment tagging, and the importance of proactive engagement over silence. The conversation highlights the future of AI in brand interaction, emphasizing ongoing R&D and the ethical implications of corporate control in community management.
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Scaling Brings New Social Risks
- Brands face scaling challenges as they grow: more comments, more negativity, and 24/7 global engagement.
- Brand Bastion sits at the intersection of branding, social media, and AI to address that scaling problem.
Founding Sparked By A Legal Case
- Jenny Wolfram founded BrandBastion after seeing harmful comments on a pharma company's Facebook lead to legal trouble.
- She left law to build a tailored tech-plus-human solution because existing options were inadequate.
Hybrid Model Balances Cost And Quality
- BrandBastion mixes AI for scale with humans for nuance to hit cost-efficiency near SaaS while remaining responsive.
- That hybrid lets them serve Fortune 1000 brands during massive surges without prohibitive staffing costs.