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.