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4 Use Cases that Prove AI’s Value Creation in Customer Service
AI is becoming a core driver of operational efficiency and customer satisfaction in service organizations. From accelerating resolutions to enabling smarter routing and generating actionable insights, AI is helping teams deliver better outcomes while optimizing resources.
According to Gartner, agentic AI is expected to autonomously resolve 80% of common customer service issues by 2029, resulting in a 30% reduction in operational costs. This shift is already underway, with several use cases showing tangible impact.
Here are four such practical use cases where AI is helping customer service teams improve efficiency, accuracy and customer satisfaction.
1. Automate resolutions with AI agents
AI agents are evolving beyond basic FAQ responses. They now handle end-to-end workflows such as processing refunds, managing cancellations and updating account details. These agents gather context, execute tasks autonomously and escalate to human agents only when necessary.
McKinsey reports that an energy company reduced billing-related call volume by 20% and shortened authentication time by 60 seconds after integrating AI voice assistants. This approach allows human agents to focus on complex, high-value interactions.
How we can help
Sprinklr’s AI-powered automation helps brands manage high volumes of customer interactions across channels — from social to email to voice — with minimal manual effort.
For example, many brands face the challenge of sifting through thousands of social messages to identify which ones actually require a response. Sprinklr’s Intuition Moderation model addresses this by predicting the engagement potential of each incoming social post — helping teams focus on messages that are likely to drive meaningful engagement. This AI-powered filtering enables faster triage and smarter prioritization across social channels.
Our impact
A global beverage company used Sprinklr AI to automatically close 78% of cases and reduce agent workload by 69%. Their SLA dropped from 14 hours to just under 4 hours, transforming their care team into a strategic insights hub.
The transition to Sprinklr has enabled us to manage consumer interactions efficiently across social, email, voice and WhatsApp. And more importantly, we’re now equipped to focus our team’s energy where it matters most.”
- Senior Customer Relationship Manager
2. Route every query to the right agent
Routing customer queries accurately and efficiently is a persistent challenge for service teams, especially when volumes spike or when messages come in across multiple channels. Misrouted or delayed responses can frustrate customers and increase handle times. AI helps solve this by classifying incoming queries based on urgency, sentiment and intent, then routing them to the most appropriate agent using skill-based and availability-based logic. This improves resolution speed and enhances customer experience by minimizing unnecessary transfers and escalations.
Another example of intelligent routing is predictive matching — where AI uses historical data and customer characteristics to pair each query with the most suitable agent. This goes beyond basic skill-based routing by factoring in past interactions, preferences, and behavioral patterns. The result is more personalized support and higher resolution success rates.
How we can help
Sprinklr Service, our AI-powered contact center solution, eliminates the friction caused by unnecessary query transfers and the subsequent loss of context between the transfer that significantly contributes to customer frustration.
Our solution routes customer queries based on agents’ skill and availability with AI adding the nuances of customer sentiment, intent and history. This ensures customers connect with the right agent on their first attempt, reducing handle times and improving both customer experience and agent productivity.
Our impact
A finance and insurance brand managed a 110% surge in inbound messages using Sprinklr’s automated classification and routing. With 45% of messages handled by AI, their agents were able to focus on high-value conversations.
3. Boost agent productivity with GenAI assistance
Agents often face pressure to respond quickly while maintaining accuracy and empathy — especially when handling complex or high-volume inquiries. Balancing speed with quality can be difficult without the right support. Generative AI helps bridge this gap by providing real-time assistance that enhances agent performance without adding friction. accuracy.
According to McKinsey, early adopters of GenAI in contact centers have seen gains in agent efficiency, lower operational costs, and improved customer experience. Success depends on integrating GenAI into workflows rather than treating it as an add-on.
How we can help
Sprinklr’s Smart Response and Agent Assist features help agents respond faster and more accurately by surfacing real-time reply suggestions, summarizing cases, and recommending next-best actions — all within the Care Console.
Smart Response uses AI to analyze incoming messages and suggest contextually relevant replies that agents can send with a single click or customize as needed.
Agent Assist goes further by providing a live summary of the conversation, relevant knowledge base articles, and suggested workflows based on the customer’s issue. These tools reduce drafting time, improve consistency and allow agents to focus on resolution rather than research.
Our impact
A global telecommunications company saw a 33% reduction in response times and improved agent accuracy. 60% of their agents now use Smart Response suggestions to deliver faster, more personalized service.
4. Turn conversations into actionable insights
Customer service teams handle thousands of interactions daily across chat, voice, and email — but without the right tools, valuable insights often get lost in the noise. Identifying trends, tracking sentiment, and spotting performance gaps manually is time-consuming and inconsistent. AI helps solve this by analyzing every interaction in real time, turning raw conversations into actionable intelligence.. These insights enable managers to coach agents, refine strategies, and improve service quality in real time.
Research shows that AI-led customer service can increase engagement, support upselling, and reduce cost-to-serve when combined with predictive analytics and proactive guidance.
How we can help
Sprinklr Service enables brands to analyze 100% of customer interactions across channels using AI-powered speech and text analytics. These insights help improve agent training, detect anomalies, and guide strategic decisions.
Our impact
Cdiscount analyzed over 2 million voice calls and 75,000 conversations using Sprinklr AI. They increased CSAT by 15% and identified a payment bug affecting 12,000 customers — resolving it within hours.
Conclusion
AI is transforming customer service by delivering measurable improvements in speed, scalability, and quality. Sprinklr’s AI-native unified CX platform is designed to support this evolution — empowering agents, streamlining operations, and helping your brand deliver exceptional customer experiences.
To learn more, book a demo and explore how Sprinklr Service can support your team’s goals.
