Sprinklr - Detailed Review
Customer Service Tools
Sprinklr - Product Overview
Sprinklr Overview
Sprinklr is a comprehensive platform that specializes in customer service tools, particularly focusing on AI-driven solutions to enhance customer interactions and agent efficiency.
Primary Function
Sprinklr’s primary function is to provide a unified customer experience management (Unified-CXM) platform. This platform integrates various customer-facing functions, allowing businesses to manage and improve customer interactions across multiple digital, social, and voice channels. It aims to streamline customer service, make it more proactive, and ensure a seamless experience for both customers and agents.
Target Audience
Sprinklr’s solutions are geared towards businesses of all sizes, although it is noted that 29% of its users are small businesses. The platform is particularly beneficial for companies looking to enhance their customer service capabilities, manage large volumes of customer interactions, and gain actionable insights from customer data.
Key Features
Unified Agent Desktop
Sprinklr Service offers a unified agent console that integrates all customer interactions across different channels, providing agents with a complete view of customer activity, case history, CRM data, and survey results. This AI-powered console helps in faster and more connected processes.
Analytics and Reporting
The platform allows for real-time monitoring of customer journeys and interaction data. It also enables the creation of multi-level dashboards to track business KPIs, team performance, and daily targets.
Quality Management
Sprinklr AI helps in scoring 100% of daily conversations on various quality and compliance parameters. It also generates scorecards to identify agents’ strengths and areas for improvement.
Contact Center Solutions
Sprinklr includes features like Contact Center as a Service (CCaaS) with Sprinklr Voice, self-service communities, live chat, conversational AI bots, and contact center automation. These tools help in automating workflows, reducing agent caseloads, and providing personalized support.
Audience Insights
The platform offers advanced analytics to analyze customer behavior and preferences, helping businesses create custom audience segments and targeted social strategies. This includes analyzing social signals, engagement metrics, and demographic insights.
Automation and AI
Sprinklr leverages AI to automate conversations, surface relevant knowledge articles, and provide predictive insights to agents. Features like Agent Assist and Knowledge Base ensure that agents have the necessary tools to resolve customer issues efficiently.
By integrating these features, Sprinklr aims to deliver predictive, proactive, and responsive customer support, making it a valuable tool for businesses seeking to enhance their customer service capabilities.
Sprinklr - User Interface and Experience
User Interface
Sprinklr’s Modern Navigation Menu is intended to be user-friendly, allowing users to quickly search for and access various capabilities, dashboards, and other features across the platform. The global Search box enables users to find what they need, even if the capability’s name has been changed, by searching for its old name.
The interface includes features like the ability to Star mark favorite boards and dashboards, which are then accessible from the Favorites section. This helps in organizing frequently used resources. Users can also perform actions such as Pin Tab, Unpin Tab, Close, and Close Other Tabs by interacting with the Options icon within each tab.
Ease of Use
Despite its comprehensive features, Sprinklr’s user interface has received mixed reviews regarding ease of use. According to user feedback, Sprinklr’s interface can be cluttered and difficult to navigate, especially for new users. It often requires training to get up and running on the platform, which can be a barrier for teams that need a solution accessible to both novice and advanced users.
Sprinklr’s ease of use rating is 8.4 on G2 reviews, which is slightly lower than some of its competitors. The setup process also received an 8.0 rating, indicating that while it is manageable, it may not be as straightforward as other platforms.
Overall User Experience
The overall user experience with Sprinklr is influenced by its extensive feature set and integration capabilities. For example, the AI-driven chatbot software allows for personalized and efficient customer interactions, recognizing context and customer details to provide accurate and helpful responses. This can significantly enhance customer satisfaction by resolving support cases quickly and effectively.
However, administrative tasks can sometimes be challenging. Users have reported that even simple management tasks on the platform can be extremely difficult, which may require frequent support. This can make day-to-day management more cumbersome compared to other platforms that offer more intuitive administrative features.
In summary, while Sprinklr offers a powerful and integrated platform with many advanced features, its user interface and ease of use can be a challenge, particularly for new users or those without extensive training. The platform’s complexity may require some time to get accustomed to, but it provides significant capabilities for managing customer service and other business functions.
Sprinklr - Key Features and Functionality
Sprinklr’s AI-Driven Customer Service Tools
Sprinklr’s AI-driven customer service tools offer a comprehensive set of features that significantly enhance customer service operations. Here are the main features and how they work:
Omnichannel Interactions
Sprinklr Service integrates over 30 voice, digital, and social channels into a single platform. This ensures that customers receive consistent and efficient service regardless of how they choose to interact with the company. The platform maintains a single case and customer context across all touchpoints, allowing for seamless channel transitions and efficient follow-up.
AI-Powered Automation
The platform leverages AI to automate various tasks such as message tagging and classification, call routing, and converting routine customer queries into guided workflows. This automation reduces contact center costs by up to 33% and boosts agent productivity. For instance, one company managed to handle 2.4 million phone calls without human intervention using Sprinklr Service.
Agent Assistance
Sprinklr’s AI provides agents with real-time assistance, including knowledge assistance, response assistance, and next best action recommendations. The AI optimizes each response for tone, relevance, and accuracy, and it helps agents access an extensive Knowledge Base during calls. This feature also automates post-call workflows, such as case summarization and disposition, which speeds up query resolution and improves accuracy and personalization.
Conversational AI and Chatbots
The platform uses generative-AI powered conversational AI to power chatbots and virtual agents for 24/7 support. These chatbots can handle common queries across multiple channels, reducing agent caseloads and improving response times. For example, one FMCG company automated one in three customer cases using Sprinklr’s chatbots.
Smart Routing
AI is used to route inquiries to the best-suited agent, increasing the likelihood of first contact resolutions. This smart routing ensures that customers are connected with agents who have the relevant expertise to resolve their issues efficiently.
Quality Management
Sprinklr’s AI analyzes 100% of interactions to improve service quality and agent performance. It uses customized AI scoring to evaluate interaction quality across customer touchpoints, providing valuable insights for continuous improvement.
Self-Service Enhancement
The platform improves self-service rates by deflecting volumes to self-serve channels. Customers can use conversational bots, an SEO-optimized Knowledge Base, and community resources to resolve their queries independently. This can increase self-service rates by up to 150%.
Cost Efficiency and Scalability
Sprinklr Service reduces contact center costs through AI-driven automation and channel unification. It also offers cloud-hosting and out-of-the-box AI models, allowing businesses to scale up with minimal downtime or disruption. The platform can reduce contact volume by up to 60% with automated solutions.
Actionable Insights
The platform generates AI-driven insights and reports that help businesses unlock growth and operational excellence. It provides real-time omnichannel reporting, workforce management insights, and quality automation data, enabling better decision-making and contact center strategy.
Compliance and Data Security
Sprinklr ensures compliance and data security by integrating seamlessly with existing contact center infrastructure and prevalent platforms for support, sales, marketing, and engagement. This maintains the integrity of the existing infrastructure while enhancing operations and efficiency.
Customizable and Configurable Reporting
The platform offers customizable and scalable reporting on user-friendly dashboards. This allows businesses to configure reports according to their specific needs, providing clear and actionable insights to improve customer service operations.
Conclusion
In summary, Sprinklr’s AI-driven customer service tools are designed to enhance customer experience, improve agent productivity, reduce costs, and provide actionable insights. The integration of AI across various features ensures that businesses can deliver seamless, omnichannel customer interactions efficiently and effectively.
Sprinklr - Performance and Accuracy
Performance
Integrated Platform
Sprinklr’s platform is highly integrated and unified, offering a comprehensive suite of tools that include Sprinklr Service, Marketing, Social, and Insights. These tools are embedded with AI-first features such as assist agents, post-call analysis, and real-time analytics, which significantly enhance the efficiency and speed of customer support.Key Features
- Agent Assistance: Sprinklr’s AI models help resolve customer queries up to 50% faster by providing agents with contextual recommendations and relevant information in real-time. This includes automating post-call workflows, such as case summarization and disposition.
- Self-Service: The platform improves self-service rates by 150% through the use of conversational bots, SEO-optimized knowledge bases, and community resources. This deflects volumes to self-serve channels, reducing the workload on human agents.
- Automation: Features like generative AI for call notes automation, reply assistance, and automatic extraction of answers from the knowledge base enhance agent productivity and ensure accuracy and consistency in customer interactions.
Accuracy
High Accuracy Rates
Sprinklr’s AI models boast high accuracy rates, particularly due to their industry-specific and brand-specific configurations. Sprinklr claims to achieve 90% accuracy with its AI models, which are fine-tuned for specific use cases and mapped to the business lexicon of each client. This is further improved through implicit and explicit feedback loops that continuously update the models.Quality Management
The platform automates quality scoring and sentiment analysis of conversations at scale, ensuring that the insights derived are accurate and actionable.Limitations and Areas for Improvement
Training Gap
Despite the strong performance and accuracy, there are several challenges and areas where Sprinklr’s AI-driven customer service tools could be improved. A significant barrier to the adoption of AI in customer service is the lack of skilled employees. According to Sprinklr’s survey, 4 out of 5 participants identified a lack of skilled employees as the greatest hindrance to leveraging AI in contact centers.Data Management
Many brands struggle with capturing meaningful customer data and analyzing, utilizing, and sharing it effectively. Only 22% of customer service leaders reported having completely unified customer data, highlighting a critical gap in data management.Ineffective AI Solutions
Sprinklr’s study found that 60% of brands struggle with ineffective AI solutions for customer service. This indicates that while the technology is advanced, its implementation and integration can be challenging for many organizations.Conclusion
In summary, Sprinklr’s AI-driven customer service tools offer significant improvements in performance and accuracy, particularly through advanced automation, agent assistance, and high-accuracy AI models. However, the successful implementation of these tools depends on addressing critical issues such as employee skills, data management, and the effective integration of AI solutions. Sprinklr - Pricing and Plans
Sprinklr Service Plans
Sprinklr Service, the contact center as a service function, is available in two main plans:Self-Serve Plan
- Pricing: $249 per seat per month when billed annually, which translates to $2,988 per year for a single user. There are no discounts for additional users.
- Features:
- Support for 15 communication channels, including voice, email, and social media.
- AI chatbots.
- Skill-based routing automation.
- Canned responses.
- Persona-specific dashboards.
- Basic reporting and analytics.
Enterprise Plan
- Pricing: Custom pricing requires a direct quote from Sprinklr. There is no published pricing available online.
- Features:
- All features from the Self-Serve plan.
- Support for 30 digital and social media channels.
- Unified contact center operations.
- Premium contact center intelligence.
- Premium conversational AI bots.
- Workforce and quality management.
- Dedicated customer success manager.
- Access to Sprinklr’s community and self-service knowledge base with FAQs.
Additional Costs and Considerations
- Contact Center Provider Costs: Sprinklr requires clients to work with a third-party carrier like Twilio or Amazon Connect, which adds significant additional costs.
- Setup Fees: Optional setup fees may apply, influencing the total cost depending on the services chosen.
- Free Trial: Sprinklr offers a 30-day free trial for the Self-Serve plan, allowing potential customers to explore the service without a financial commitment. No credit card is required for the trial.
Other Sprinklr Products
While not part of the Sprinklr Service plans, Sprinklr also offers other products that can be integrated or used separately:- Sprinklr Social: Manages social media output across brands, teams, and geographies. It includes AI-powered social listening insights and is priced at $299 per user per month for the Advanced tier. Enterprise pricing is custom.
- Sprinklr Marketing: Manages all social media channels, unifying organic and paid campaigns. Pricing for this product is custom and requires a direct quote.
- Sprinklr Insights: An AI tool categorizing customer comments across social media and review sites. Pricing for this product is also custom.
Sprinklr - Integration and Compatibility
Integrations with Other Tools
Sprinklr boasts an extensive array of integrations that enable unified operations across different departments such as customer service, marketing, sales, and engagement.CRM Integrations
Sprinklr integrates with leading CRM systems like Microsoft Dynamics 365, SAP Service Cloud (C4C), and ServiceNow. These integrations allow for the unification of customer data, linking contacts, accounts, cases, and response processes, providing a complete view of the customer’s experience.Marketing Automation
Sprinklr integrates with marketing automation tools such as Adobe Marketo Engage, MailChimp, and MediaOcean. These integrations facilitate targeted marketing campaigns, lead management, and automated workflows across multiple digital channels.Analytics and Data Management
Integrations with Adobe Analytics, Snowflake, and Medallia enable the capture of multi-channel metrics, automated data synchronization, and the analysis of customer feedback data. This helps in optimizing campaign performance and gaining deeper insights into customer needs.Conversational AI
Sprinklr integrates with conversational AI platforms like Kore.ai and Microsoft Bot Framework, allowing for the management of transitions between automated and human care agents across different digital channels.Digital Asset Management
Integrations with Adobe Experience Manager (AEM), MediaValet, and Sitecore enable the seamless synchronization and publishing of assets across modern channels, along with detailed analytics on top-performing assets.Customer Feedback and Support
Sprinklr integrates with tools like JIRA, allowing for the linking of JIRA tickets with Sprinklr cases, creation of new JIRA tickets from within Sprinklr, and synchronization of case notes and JIRA comments. This enhances collaboration and streamlines workflows.Cross-Platform Compatibility
Sprinklr ensures compatibility across various platforms and devices through several key features:Omnichannel Support
Sprinklr integrates over 30 modern channels, including voice, digital, and social media, into a single platform. This ensures seamless interactions and efficient follow-up across all touchpoints.Unified Agent Desktop
The platform provides a unified console with guided workflows, a 360-degree customer view, and real-time assistance. This allows agents to continue conversations meaningfully even when customers switch channels.Web Browser Support
Sprinklr supports evergreen browsers like Google Chrome, as well as non-evergreen browsers such as Microsoft Edge and Safari. It ensures compatibility with the latest versions and up to two previous major release versions of evergreen browsers.AI-Driven Capabilities
Sprinklr’s AI-driven capabilities enhance its integrations and overall functionality. The platform includes features such as:Generative AI
Powers chatbots and virtual agents for 24/7 support, provides knowledge assistance, response assistance, and next best action recommendations to agents.Smart Routing
Uses AI to route inquiries to the best-suited agents for more first contact resolutions.Quality Management
Analyzes 100% of interactions to improve service quality and agent performance. These AI capabilities help in automating tasks, improving agent productivity, and enhancing customer service operations. In summary, Sprinklr’s extensive integrations and cross-platform compatibility make it a versatile and efficient solution for customer service, marketing, and engagement needs, ensuring that all teams can operate seamlessly and efficiently. Sprinklr - Customer Support and Resources
Sprinklr Customer Support Overview
Sprinklr offers a comprehensive array of customer support options and additional resources within its AI-driven customer service tools, ensuring a seamless and efficient experience for both customers and support agents.Omnichannel Support
Sprinklr Service integrates over 30 voice, digital, and social channels into a single platform. This allows customers to receive consistent and efficient support regardless of how they choose to contact the company, whether through phone, live chat, social media, or email. The platform ensures seamless channel transitions and efficient follow-up, maintaining a single case and customer context across all touchpoints.AI-Powered Agent Assistance
Sprinklr AI empowers agents with various tools to enhance their service delivery. It optimizes each response for tone, relevance, and accuracy, and provides agents with access to an extensive knowledge base during interactions. The platform also automates post-call workflows, including case summarization and disposition, which speeds up query resolution and improves accuracy and personalization.Conversational AI and Chatbots
Sprinklr’s AI platform includes conversational AI-powered chatbots and virtual agents that provide 24/7 support. These bots are equipped with tone moderation and a personal touch, helping to deflect volumes to self-serve channels and improve self-service rates by up to 150%.Smart Routing and Automation
The platform uses AI to route inquiries to the best-suited agent, increasing first contact resolutions. It also automates tasks such as message tagging and classification, call routing, and converts routine customer queries into guided workflows that agents can follow. This automation helps in reducing service costs and improving operational efficiency.Quality Management and Insights
Sprinklr AI automates quality monitoring by evaluating interaction quality across customer touchpoints using customized AI scoring. This helps in improving service quality and agent performance. The platform also provides AI-driven insights and reports, enabling better decision-making and contact center strategy.Unified Agent Desktop
The unified agent desktop offers a 360-degree customer view and real-time assistance. Agents can communicate directly with customers across channels, view assigned interactions, and access AI-generated smart and canned responses. This unified console with guided workflows enhances agent productivity and ensures meaningful conversations even when customers switch channels.Scalability and Cost Efficiency
Sprinklr Service is built to scale with ease, using cloud-hosting and out-of-the-box AI models to minimize downtime or disruption. The platform can reduce contact center costs by up to 33% through AI, automation, and channel unification.Additional Resources
Knowledge Base and Community
Sprinklr provides an SEO-optimized Knowledge Base and Community resources that empower customers to resolve their queries independently.Customizable Reporting
The platform offers configurable, scalable reporting on user-friendly dashboards, helping in tracking performance and making data-driven decisions.Out-of-the-Box Integrations
Sprinklr Service includes out-of-the-box integrations with external systems to streamline workflows and enhance efficiency. By leveraging these features, Sprinklr ensures that businesses can deliver seamless, omnichannel customer interactions, improve customer satisfaction, and reduce service costs effectively. Sprinklr - Pros and Cons
Advantages of Sprinklr in Customer Service
Sprinklr’s AI-driven customer service platform offers several significant advantages that can enhance customer service operations significantly:Unified Omnichannel Support
Sprinklr integrates over 30 voice, digital, and social channels into a single platform, ensuring consistent and efficient communication across all touchpoints. This allows for seamless channel transitions and follow-up, improving customer satisfaction and loyalty.Cost Efficiency
The platform can reduce contact center costs by up to 33% through AI-driven automation and channel unification. This includes automating tasks like message tagging, call routing, and converting routine customer queries into guided workflows.Enhanced Customer Experience
Sprinklr delivers seamless, omnichannel customer interactions, improving satisfaction and loyalty. The use of generative AI and conversational IVR helps in maintaining a personal touch and tone moderation, even in automated interactions.Improved Agent Productivity
The platform provides agents with knowledge assistance, response assistance, next best action recommendations, and post-call work automation. This boosts agent productivity and enables them to focus on more complex issues.Advanced AI Capabilities
Sprinklr’s AI models, including generative AI, drive productivity by assisting agents with contextual recommendations, automating workflows, and improving first call resolution rates. The platform also offers AI-powered quality assurance and workforce management.Scalability and Flexibility
The platform is cloud-hosted and comes with out-of-the-box AI models, allowing businesses to scale up with minimal downtime or disruption. It also offers customizable and scalable reporting on user-friendly dashboards.Actionable Insights
Sprinklr generates AI-driven insights and reports, helping businesses unlock growth and operational excellence. The platform analyzes 100% of interactions to improve service quality and agent performance.Integration and Compliance
Sprinklr integrates seamlessly with existing contact center infrastructure and prevalent platforms for support, sales, marketing, and engagement. It also ensures compliance and data security, which is crucial for maintaining the integrity of customer data.Disadvantages of Sprinklr in Customer Service
While Sprinklr offers numerous benefits, there are some potential drawbacks to consider:Initial Setup and Customization
Although Sprinklr provides out-of-the-box AI models and integrations, the initial setup and customization to fit specific business needs can be time-consuming. Businesses need to invest time in configuring the platform to their unique requirements.Dependence on Technology
The heavy reliance on AI and automation means that any technical issues or downtime can significantly impact customer service operations. Ensuring continuous uptime and resolving technical issues quickly is essential.Training and Adoption
Agents may need training to effectively use the advanced AI features and workflows provided by Sprinklr. This can be a challenge, especially for teams that are not familiar with AI-driven tools.Cost of Implementation
While Sprinklr can reduce costs in the long run, the initial cost of implementing and integrating the platform can be substantial. This may be a barrier for smaller businesses or those with limited budgets.Limited Human Touch
Over-reliance on automated systems might lead to a lack of human touch in some interactions, which could be a concern for customers who prefer direct human interaction for certain issues. In summary, Sprinklr’s AI-driven customer service platform is highly beneficial for businesses looking to enhance their customer service operations, but it also requires careful consideration of the potential challenges and costs involved. Sprinklr - Comparison with Competitors
When Comparing Sprinklr to Other AI-Driven Customer Service Tools
Sprinklr’s Unique Features
- Unified Customer Experience Management: Sprinklr integrates over 30 voice, digital, and social channels into a single platform, ensuring seamless omnichannel interactions and unified customer context across all touchpoints.
- Advanced AI Capabilities: Sprinklr is deeply embedded with AI, including generative AI, which powers chatbots, virtual agents, and agent assist features. It also includes AI-driven smart routing, quality management, and post-call work automation.
- Channel-less Architecture: This architecture allows for the integration of mainstream and non-mainstream channels without requiring external connectors, enhancing the efficiency and coherence of customer interactions.
- Digital Twin Module: Sprinklr’s Digital Twin module automates customer interactions and serves as a copilot to assist employees, handling multi-intent customer queries and storing user inputs for personalized conversations.
- Comprehensive Analytics and Reporting: Sprinklr offers configurable, scalable reporting and analytics, providing a 360-degree customer view and real-time assistance on a unified agent desktop.
Comparison with Freshdesk
- Freshdesk is known for its user-friendly interface and AI features like Freddy AI (chatbot), auto-triage, predictive support, and agent assist. However, Freshdesk’s AI features may require higher-tier plans, and it has limited customization options compared to Sprinklr.
- Customization and Integration: While Freshdesk is easy to set up and use, it lacks the extensive integration capabilities and unified customer experience management that Sprinklr offers.
- Pricing: Freshdesk’s AI features are available on the Growth plan and above, starting at $15/agent/month, which is generally more affordable than Sprinklr but may not offer the same level of comprehensive features.
Comparison with Zendesk
- Zendesk is more focused on the helpdesk space and supports 21 channels, but it does not offer a unified customer experience management platform like Sprinklr. Zendesk’s AI is more narrowly applied and relies heavily on external AI tools for certain functions.
- Enterprise Focus: Sprinklr is geared more towards large and mid-sized enterprises, offering the infrastructure, support, and compliance that these businesses require, whereas Zendesk is more SMB-focused and is just entering the enterprise segment.
- AI Integration: Sprinklr’s AI is more deeply integrated across all functions, including proactive listening, sentiment analysis, and generative AI, which is not as comprehensive in Zendesk.
Other Alternatives
- Tidio: Tidio offers AI customer service software with a bot called Lyro AI, which can detect frequently asked questions, automate replies, and recognize user behavior. However, Tidio’s features are more limited compared to Sprinklr, and it lacks the extensive channel integration and unified customer experience management.
Conclusion
In summary, Sprinklr stands out for its comprehensive AI capabilities, unified customer experience management, and extensive channel integration, making it a strong choice for large and mid-sized enterprises seeking to enhance their customer service operations. While alternatives like Freshdesk and Zendesk offer more affordable and user-friendly options, they lack the depth and breadth of features that Sprinklr provides. Sprinklr - Frequently Asked Questions
Frequently Asked Questions about Sprinklr’s AI-Driven Customer Service Tools
Q: What is Sprinklr Service and how does it unify customer queries?
Sprinklr Service is an AI-powered customer service platform that unifies customer queries from all traditional and modern support channels, including voice, digital, and social media. This ensures customers receive consistent and efficient customer service, regardless of how they reach out. It integrates 30 channels into a single platform, maintaining a single case and customer context across all touchpoints.Q: How does Sprinklr Service reduce contact center costs?
Sprinklr Service can reduce contact center costs by up to 33% through the use of AI, automation, and channel unification. It automates manual processes, boosts agent productivity, and optimizes support quality and costs by deflecting calls to modern digital channels with zero latency.Q: What AI capabilities does Sprinklr Service offer?
Sprinklr Service includes several AI-powered features such as generative AI, conversational AI, smart routing, and quality management. It automates tasks like message tagging, call routing, and converts routine customer queries into guided workflows. The platform also provides agent assistance, response assistance, and next best action recommendations.Q: How does Sprinklr Service enhance customer experience?
Sprinklr Service enhances customer experience by delivering seamless, omnichannel customer interactions. It ensures consistent and efficient communication across multiple channels, improving customer satisfaction and loyalty. The platform also provides real-time chat capabilities and personalized responses through conversational AI.Q: Can Sprinklr Service handle a large volume of customer interactions?
Yes, Sprinklr Service is capable of handling a large volume of customer interactions. For example, a popular brand in the consumer electronics industry successfully handled 2.4 million phone calls without any human intervention using Sprinklr Service.Q: How does Sprinklr Service ensure data security and compliance?
Sprinklr Service ensures compliance and data security through various measures. It integrates seamlessly with existing contact center infrastructure and prevalent platforms, maintaining the integrity of your existing infrastructure while ensuring robust data security.Q: What is Sprinklr AI and its key features?
Sprinklr AI is a capability that blends industry-best AI, Google Cloud’s Vertex AI, and OpenAI’s GPT models. It enhances team productivity and decision-making, ensuring over 90% accuracy in delivering seamless service experiences. Key features include agent assistance, conversational AI bots, and AI-driven quality insights. It also includes over 750 AI models across 60 industry verticals, making it quick and efficient to deploy.Q: How accurate are the responses generated by Sprinklr AI ?
The accuracy of responses generated by Sprinklr AI is determined by OpenAI and influenced by factors such as customer inputs, context, and prompts configured. While the responses are advanced, they may not always be completely accurate. Sprinklr has implemented quality assurance mechanisms, including testing, validation, and user feedback, to ensure the accuracy of the responses.Q: What measures are in place to ensure the responsible use of Sprinklr AI features?
Sprinklr has implemented several measures to ensure the responsible use of Sprinklr AI features, including rate limits, logging and reporting, and alerts. These measures prevent excessive usage, track usage, and monitor potential issues or misuse.Q: Can Sprinklr Service be integrated with existing infrastructure?
Yes, Sprinklr Service integrates seamlessly with existing contact center infrastructure as well as prevalent platforms for support, sales, marketing, and engagement. This ensures that all customer service channels and teams are on the same page, streamlining operations and improving efficiency. Sprinklr - Conclusion and Recommendation
Final Assessment of Sprinklr in the Customer Service Tools AI-Driven Product Category
Sprinklr stands out as a comprehensive and innovative platform in the customer service tools category, particularly due to its extensive use of AI and omnichannel capabilities.Key Benefits and Features
- Omnichannel Interactions: Sprinklr Service integrates over 30 voice, digital, and social channels into a single platform, ensuring seamless and consistent customer interactions across all touchpoints.
- AI-Powered Automation: The platform automates various tasks such as message tagging, call routing, and converting routine queries into guided workflows. This significantly enhances agent productivity and reduces contact center costs by up to 33%.
- Generative AI and Conversational AI: Sprinklr AI combines industry-best AI with Google Cloud’s Vertex AI and OpenAI’s GPT models to provide advanced generative AI capabilities. This includes agent assistance, conversational bots, and quality automation, ensuring high accuracy and personalization in customer interactions.
- Scalability and Efficiency: The platform offers cloud-hosting and out-of-the-box AI models, allowing businesses to scale with minimal downtime or disruption. It also deflects calls to modern digital channels with zero latency, optimizing support quality and costs.
- Actionable Insights: Sprinklr provides AI-driven insights and reports to improve service quality, agent performance, and operational efficiency. It analyzes 100% of interactions to offer valuable feedback and recommendations for improvement.
Who Would Benefit Most
Sprinklr is particularly beneficial for large-scale enterprises and organizations that need to manage a high volume of customer interactions across multiple channels. Here are some specific scenarios where Sprinklr can add immediate value:- Businesses Needing to Control Customer Service Costs: By automating tasks and unifying communication channels, Sprinklr helps reduce contact center costs.
- Organizations Requiring Improved Agent Productivity: The platform’s AI-powered tools assist agents in real-time, optimize responses, and automate post-call workflows, significantly boosting productivity.
- Companies Desiring Future-Proof Solutions: Sprinklr’s integration of generative AI and conversational AI ensures businesses stay ahead with the latest technologies.
- Entities Needing Compliance and Data Security: Sprinklr ensures data integrity and governance through its sophisticated Trust Center, making it a reliable choice for businesses conscious about data security.