Platform Overview
Sprinklr is an end-to-end, modern front-office AI platform that connects customer-facing functional silos with a unified system of customer engagement. It leverages advanced AI, natural language processing (NLP), and automation to provide a seamless and personalized customer experience.
Key Product Suites and Features
Sprinklr Insights
- This suite enables businesses to turn vast amounts of data into real-time insights. Key capabilities include:
- Social Listening: Monitoring billions of conversations to understand market trends, topics, and influencers.
- Competitive Insights and Benchmarking: Analyzing competitors to identify gaps and opportunities.
- Product Insights: Capturing customer experience data to understand how customers feel about products, enhancing the product experience, and delivering superior brand value.
- Visual Insights: Providing media monitoring and analytics to visualize customer interactions.
Sprinklr Social
- This suite focuses on social media management, allowing businesses to:
- Publish and Engage: Plan, publish, and manage brand content across multiple social channels, and measure customer engagement efficiently with automated workflows and engagement dashboards.
- Distributed Teams: Empower sales, location managers, and field agents to engage customers on their preferred digital and social channels.
- Conversational Commerce: Transform social interactions into revenue drivers through AI-powered, chat-based commerce experiences integrated with product catalogs and commerce connectors.
Sprinklr Marketing
- This suite is designed to build and protect brand reputation throughout the marketing lifecycle:
- Campaign Planning & Content Marketing: Increase ROI on content with AI-powered insights, reuse content across channels, and manage brand risk with enterprise governance.
- Marketing Analytics: Provide a comprehensive view of campaign performance across over 30 digital channels, including social, web, and email, and integrate third-party data for full-funnel insights.
- Advocacy: Encourage employee advocacy with exclusive content and measure program performance with reporting insights.
Sprinklr Service
- This suite aims to reduce the cost of customer support and enhance customer satisfaction:
- Omni-channel Ticketing System: Streamline multiple communication channels like social media, calls, emails, and chats into a single seamless experience. This allows customers to engage with the brand on one channel and continue the conversation on another without inconsistencies.
- Analytics and Reporting: Analyze tickets, response times, and resolution times. It also includes features like Yelp reviews reporting, performance distribution, and customizable reporting.
- Agent Augmentation: Use AI-driven technologies to enrich and assign cases automatically to the right agents, reducing resolution time and improving customer satisfaction.
Key Functionality
- AI and NLP: Sprinklr leverages industry-specific advanced AI and NLP models to distill vast amounts of unstructured data into clear and actionable insights. This helps in understanding customer preferences and improving products and services.
- Real-time Feedback and Improvement: The platform allows real-time feedback to AI models, enabling continuous improvement in insight accuracy and relevance.
- Unified Dashboards and Reporting: Provide customized on-brand reports, alerts, and dashboards featuring real-time, actionable insights. This includes scheduled exports, smart alerts, and the ability to export data in various formats.
- Automation and Integration: Automate workflows, content sourcing, and campaign creation across multiple channels. Integrate with third-party applications and manage all integrations through the platform.
- Enterprise Governance: Ensure compliance and governance with features like highlighting non-compliant words, post approval by external users, and enterprise governance in content creation and publishing.
In summary, Sprinklr is a powerful platform that integrates various customer-facing functions, leveraging AI, automation, and real-time insights to enhance customer experiences, improve brand value, and drive business efficiency across multiple digital and social channels.