Introduction to Agent Nudges
Updated
Nudges leverage AI to predict customer intent in real-time and deliver the next best action in Care Console to assist agents proactively. Nudges can also be triggered based on a keyword, CSAT, etc.
They are actionable and have button actions such as to open a guided workflow or a knowledge base article to offer a step-by-step guide to the agents, and hence help in use cases such as recommending the next best action, course correction, supervisor escalation, macro application, view similar cases, etc. Nudges can be used for promise management, too, where the agent can set a reminder for callbacks promised to the customer.
To get this capability enabled in your environment, please reach out to support at tickets@sprinklr.com.
Why do agents need nudges?
Lack of real-time guidance for agents | Agents lack real-time guidance while addressing customer queries, thereby increasing handling time and reducing customer happiness. |
Missed opportunities | Agents miss cues for probable upsell opportunities to customers. |
Defaulting on promises made | Lack of assistance in managing promises made during a live call with the customer. |
How Nudge Help?
Solve Faster with suggested real-time next-best actions | Natural Language Processing works in coherence with AI to understand customer queries and proactively suggest the next best actions to the agents, reducing handling time. |
Enable agents to solve the first time right | Course correction nudges helps you identify and correct agent mistakes proactively. |
Promise Management | Identify and assist in managing promises made by the agent during the live call with the customer. |
Relevant user personas
Care Agents - Get real-time guidance based on the conversations with the customers.
To view Agent Nudges in Care Console
Click the New Tab icon. Under the Sprinklr Service tab, click Care Console within Resolve.
Open the desired case. Under the Omni-Channel Interaction tab, you can view the relevant nudges.
