Sprinklr Adds 70 CCaaS Features, Boosts Its Knowledge, Workforce, & Case Management Capabilities

There are also fresh enhancements for Sprinklr’s ‘Digital Twins’

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Published: October 29, 2024

Rhys Fisher

Sprinklr has announced 70 new capabilities as part of its latest release for its CCaaS platform: Sprinklr Service.

The new features will enhance several elements of the company’s platform, targeting knowledge, workforce, and case management in particular.

Of course, AI also came to the fore, with enhancements to Sprinklr’s Digital Twin module.

These AI twins automate customer interactions and can also serve as copilots to assist employees across departments.

Now, as part of this release, the Digital Twin has several new features. For instance, there’s a new capability to handle multi-intent customer queries by splitting up those intents and running through them in a sequence.

In addition, it can now store user inputs in a variable, allowing the Digital Twin to refer back to a customer’s previous points during automated conversations.

Yet, Sprinklr’s AI capabilities extend far beyond Digital Twins. Indeed, AI is embedded throughout its CCaaS platform.

Moreover, the vendor uses AI to pull together elements of Sprinklr Service and enable new possibilities.

For example, in this latest release, Sprinklr launched the capability to pull forecasting data into its routing engine. As such, Sprinklr customers can distribute cases across contact center teams based on the forecast generated for different workloads.

Sprinklr is also delivering more generative AI (GenAI) capabilities to contact centers while giving them the choice of which large language models (LLMs) they wish to leverage.

For Ragy Thomas, CEO of Sprinklr, such capabilities are critical. He recently told Everest Group: “I’m on record saying that AI, particularly generative AI, is going to revolutionize customer-facing functions in the front office. We have an opportunity to reduce labor needs—fewer agents can provide better service with AI.

Fully automated customer service is possible, and we can enhance sales while allowing human employees to focus on higher-value tasks. I’m a big believer in generative AI overall.

“However, I’m not in favor of buying generative AI tools just to achieve small, isolated wins. While they might offer quick benefits, they often lack the scalability needed for long-term success.”

In making this point, Thomas again highlights how Sprinklr has sprinkled GenAI across the various modules that sit within the company’s cloud-native platforms.

Again, this is evident in the latest Sprinklr Service release. Just consider the new Gap Analysis feature within Sprinklr’s Knowledge Base module…

Knowledge Management

Sprinklr’s Knowledge Base module has undergone something of a revamp. More specifically, the vendor has introduced a new Gap Analysis feature.

According to Sprinklr, this capability enables customers to identify and action the following scenarios:

  • Recommend missing articles to be created
  • Identify outdated articles
  • Merge articles with overlapping information
  • Address and resolve conflicting information in articles
  • Archive or delete obsolete content
  • Manually nominate community posts to create new articles

Away from Gap Analysis, users now also have the capacity to transform post threads from the Sprinklr Community platform into articles.

This is achieved by leveraging generative AI (GenAI) to extract entire conversation threads from community posts, convert them into clear text, and format this text to create articles.

Workforce Management (WFM)

Another key area targeted for enhancement by Sprinklr’s release is the company’s WFM offering.

The improvements include the merger of Sprinklr’s Forecasting and Capacity Planning modules to create a “comprehensive” Forecast Scenario tool.

This solution contains new parameters such as Average Handling Time (AHT), Case Volume, Shrinkage, and Occupancy, allowing users to generate “what if” scenarios for more accurate staffing predictions and optimal resource allocation.

In addition, Forecast Scenario features a new landing page displaying metrics like Abandonment Rate and service level objectives, along with an option to view data in a tabular format for easier analysis.

In the official release post on Sprinklr’s website, the company stated:

Tailored for workforce managers, and administrators, this module excels in forecasting contact volumes, scheduling agents, and dynamically adjusting workforce requirements in real-time.

The Forecast Scenario is also supported by a Master Forecast, which helps improve organization, usability, and efficiency in WFM.

By acting as a record manager, the tool enables workforce managers to compare scenarios side-by-side and publish the best-fit forecast as the Master Forecast, guiding staffing and operational decisions.

Other WFM enhancements include improved non-adherence alerts and notifications, the ability to import schedules directly from Sprinklr’s schedule creation form for a more “seamless and efficient” process, and a more user-friendly Events system.

Case Management

Another aspect of Sprinklr’s CCaaS offering that it has bolstered is its Guided Workflow solutions for improved case management.

Indeed, Sprinkler’s release included seven separate workflow enhancements and/or features.

  • Sub-Cases – Users can now create sub-cases within the Guided Workflow interface using the sub-case node.
  • Case Assignment – With this, admins can assign cases directly to a work queue using the new ‘Assign Case’ node in the Guided Workflow.
  • Business Hours – Customers can now use the Business Hours node within Guided Workflow to ensure cases route to the correct departments according to the current time.
  • Drafted Screen Reporting – Reporting is now available on values entered by agents in Guided Workflows, even if they do not click the submit button.
  • Improved Safety – Sprinklr now offers enhanced safety features by masking the secret key and site key within the reCAPTCHA component to prevent unauthorized access.

All these new features are part of Sprinklr’s Fall release for its CCaaS platform.

Again, they emphasize the vendor’s fast pace of innovation, having only entered the space in 2022.

Despite this, Sprinklr has signed massive CCaaS contracts with the likes of Deutsche Telekom and BT.

Elsewhere, the vendor also hit the CX headlines earlier this year by entering the customer feedback management space.

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