Revolutionizing Customer Service with AI

Jordana Gustafson Wright

April 24, 20243 min read

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Customer service excellence is a prerequisite for businesses to thrive in a competitive landscape. As customer expectations continue to evolve, companies must constantly innovate to streamline operations, boost efficiency and deliver exceptional support experiences. Fortunately, recent advancements in artificial intelligence (AI) offer unprecedented opportunities for organizations to meet these challenges head-on. In this blog post, we'll explore three compelling success stories of companies harnessing the power of AI-powered Sprinklr Service to transform their customer service operations and drive remarkable results.

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Drastic reduction in case resolution time

Autopass, a leading provider of transportation technology solutions in Brazil, wanted to maintain proactive and responsive customer service on social media channels to support its millions of daily transactions in the Greater São Paulo area. After implementing Sprinklr's unified platform, the company slashed case its resolution time by 97 percent. Autopass's lean social media team is empowered to proactively monitor social conversations and promptly respond to customer inquiries, ensuring that no mention of the company or its products goes unnoticed. With a single, unified view of customer cases on their screens and the ability to easily switch between social channels, the team now offers, seamless support. AI-powered canned responses help them respond to customers quickly and nimbly, providing consistent answers to common customer questions.

Increased agent satisfaction and reduced attrition

DTE Energy, one of the largest energy companies in the United States, embarked on a digital transformation journey to improve its contact center operations. With Sprinklr Service, DTE Energy achieved a dramatic reduction in contact center attrition rates, dropping from over 40% to just 2.3% per month. Additionally, agent satisfaction scores soared to record highs, reaching an impressive 4-4.5 out of 5. By providing agents with the tools they need to succeed, DTE Energy created a positive work environment and significantly improved overall employee morale and retention.

Enhanced efficiency with AI-powered vision chatbot

A global technology company faced challenges when it came to booking repairs for its products. By implementing Sprinklr Vision Technology's Optical Character Recognition (OCR), the company streamlined its data capture and storage processes, saving valuable time for customer service agents and enhancing overall efficiency. The automated OCR bot accurately interprets product labels, invoices and other documents, allowing agents to focus on delivering personalized support to customers instead of deciphering serial numbers from uploaded photos. This not only boosts agent productivity but also contributes to a more seamless and satisfying customer experience.

AI is revolutionizing customer service operations around the globe. From achieving significant cost savings to increasing employee satisfaction and enhancing efficiency through automation, Sprinklr’s AI-powered customer service solution empowers organizations to deliver exceptional support that drives customer loyalty and business growth. As companies continue to navigate the evolving landscape of customer service, embracing AI-driven solutions will be essential to stay ahead of the curve and exceed customer expectations.

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