Sprinklr has embedded Conversational AI+ into its CCaaS platform: Sprinklr Service.
Conversational AI+ strives to simplify how contact centers build and deploy virtual agents across voice and digital channels.
Indeed, Sprinklr – a “challenger” in the most recent Gartner Magic Quadrant for Enterprise Conversational AI Plarforms – states that users can get bots online in “three simple steps”.
These steps include defining the bot persona, the functions it may access, and “the skills on which it is trained.”
From there, the Conversational AI+ platform builds and refines the bot.
With links connecting the solution to the knowledge base, online content, and PDF documents, the virtual agent may answer several FAQs without additional training.
In doing so, the bot utilizes free-form conversation to “eliminate rigid decision tree-based bot workflows” and enable more dynamic, context-specific experiences – as per Sprinklr.
Generative AI paves the way for much of this. Yet, the solution comes with “Sprinklr Guardrails” to assure businesses that automated responses are “brand compliant”.
Interestingly, guardrails also help to ensure virtual agents preserve a brand’s “voice and values”.
Discussing the launch during a recent earnings call, Ragy Thomas, CEO of Sprinklr, said:
This is a leading and innovative way for customers to train a bot in their brand’s voice, automate and deflect call volume and provide a natural conversational experience to their customers.
In a press release, the CEO went further, suggesting the launch underlines Sprinklr’s commitment to enterprise customers in improving front-office productivity by 20-40 percent.
Telefonica Mexico is one company that has already enjoyed such productivity gains, leveraging Sprinklr bots to resolve 40 percent of customer queries on Facebook, WhatsApp, and live chat.
In total, this has saved the company approximately $450k annually.
Meanwhile, many other Sprinklr clients have embraced AI, with 170 AI deployments in Sprinklr Service alone last quarter.
After noting this, Thomas continued:
Everyone is universally excited about the possibilities of AI; the customers I spoke with wanted more than AI in theory. They wanted practical, actionable, real-world AI that works safely and reliably and produces measurable business results now. This is what Sprinklr is doing for them.
As such, it’s perhaps no surprise that Sprinklr is pulling more of its specialist AI into its CCaaS offering, which it suggests is gathering market share and customer momentum.
Momentum and Market Share In CCaaS
Sprinklr’s massive 40,000-seat CCaaS megadeal with Deutsche Telekom perhaps best exemplifies the vendor’s market momentum.
Yet, so too does its rapid wave of innovations – adding more than 60 new capabilities and enhancements to Sprinklr Service in its latest release wave.
Alongside Conversational AI+, highlights include the integration of payment gateways on WhatsApp, new proactive prompt features, guided workflows, agent nudges, and more.
Hoping that these will further Sprinklr’s CCaaS exploits, Thomas concluded:
We are pleased with the number of new customers that joined the Sprinklr platform in Q3. This is particularly true with our Sprinklr Service product suite as many of the deals in this product suite over the last few quarters have been with new customers.
That may be a surprise, as most would have expected Sprinklr’s growth to primarily stem from building relationships with customers of its popular Sprinklr Social solution.
While that is happening, Sprinklr Service is seemingly winning net new customers too – again suggesting that Sprinklr hasn’t entered the CCaaS market to play around. Indeed, it’s doing much more than that.
