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.
