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RAGY THOMAS, FOUNDER & CEO, SPRINKLR

We are leveraging the power of the world's largest social platforms and messaging apps while adapting our proven Sprinklr CXM platform for the public sector in order to combat misinformation, serve citizens ... and most importantly, to save lives.”

Grappling with a pandemic
AND an infodemic

People have migrated to social platforms and messaging apps – modern channels – which represents an opportunity for governments to combat the infodemic AND create a more responsive citizen-centric communications infrastructure.

Based on our Sprinklr CXM platform which has been refined by more than a decade of use by the world's largest organizations, Sprinklr has adapted our proven platform to the needs of the public sector as a Citizen Experience Management platform. The platform can be implemented within 7 days, enabling governments to bring immediate relief to panicky citizens.

Sprinklr Citizen Experience
Management Platform

Managing citizen management

Information Intelligence

PLATFORM AND PRODUCT OVERVIEW

Information Intelligence enables government, state and local agencies to use all digitally available data in decision making, in understanding where the next hotspot is, and in gaining insights into public opinion and knowledge.

Information Intelligence
The Information Intelligence product includes the following modules:
LISTENING

Gain understanding from publicly available conversations using COVID-19 trained Artificial Intelligence (AI).

SMART ALERTS

Alert key stakeholders of trends in real-time through AI-detected anomalies.

OUTBREAK INTELLIGENCE

Use public, digital conversations and AI to visualize the impact of the virus as it spreads, and where responses may be breaking down.

DASHBOARDS

Show aggregated data from multiple sources in automated presentations that recap key statistics, themes and topics of conversation.

DISPLAY WALLS

Provide transparency and enable digital task forces with a central hub for real-time information with interactive displays.

Public Communications

PLATFORM AND PRODUCT OVERVIEW

Public Communications enables government, state and local agencies to provide citizens with the latest public health data, content and announcements, as well as combat misinformation.

Public Communications
The Public Communications product includes the following modules:
COMMUNICATIONS CALENDAR

Plan initiatives on one shared calendar across multiple levels of government.

CONTENT MANAGEMENT

Collaborate on content development and use AI to ensure compliance with messaging guidelines.

MISINFORMATION MANAGEMENT

Manage approved assets centrally to ensure consistency.

APPROVAL WORKFLOW

Automate workflows to have outbound content reviewed and approved via iOS or Android mobile app.

OMNI-CHANNEL PUBLISHING

Publish content across all digital channels in a coordinated and planned approach.

Created by shashank singh from the Noun Project

Modern Citizen Hotline

PLATFORM AND PRODUCT OVERVIEW

Modern Citizen Hotline enables government, state and local agencies to engage with citizens en masse or 1-to-1 via modern channels (automated or live) to alleviate the burden on call centers.

Modern Citizen Hotline
The Modern Citizen Hotline product includes the following modules:
OMNI-CHANNEL ENGAGEMENT

Divert high-volume traffic from call centers to modern channels such as social media, messaging, chat and text.

CHAT BOTS

Extend existing bots to modern channels or create a new bot to automatically ask questions, learn more, and suggest agency-approved guidance.

LIVE CHAT

Enable live chat on government and agency webpages to provide real-time citizen support.

CASE MANAGEMENT

Create and manage cases within the Citizen Experience Management database.

ROUTING & RESOLUTION

Leverage AI and rules to “triage at scale” and assign messages that warrant action based on specializations or resource availability.

Citizen Portal

PLATFORM AND PRODUCT OVERVIEW

Citizen Portal enables citizens to register themselves and others as vulnerable citizens, potential carriers or currently infected and access current information.

Citizen Portal
The Citizen Portal product includes the following modules:
CITIZEN REGISTRATION

Divert high-volume traffic from call centers to modern channels such as social media, messaging, chat and text.

PRIVACY & INFORMATION MANAGEMENT

Extend existing bots to modern channels or create a new bot to automatically ask questions, learn more, and suggest agency-approved guidance.

LIVE CHAT & CHAT BOTS

Enable live chat on government and agency webpages to provide real-time citizen support.

DATA MANAGEMENT

Create and manage cases within the Citizen Experience Management database.

COMMUNITY

Leverage AI and rules to “triage at scale” and assign messages that warrant action based on specializations or resource availability.

Private Communications

PLATFORM AND PRODUCT OVERVIEW

Private Communications enables government, state and local agencies to monitor, check-in and support citizens.

Private Communications
The Private Communications product includes the following modules:
CITIZEN APP

Provide citizens with proactive assistance, best practices, information and support.

FIELD APP

Provide health care workers with tools to check-in with registered population segments.

1:1 CHECK-INS

Activate automated check-ins with selxf-quarantined citizens and monitor less fortunate or less able population segments to route and respond to basic human needs as necessary.

COMPLIANCE MONITORING

Use AI and modern channels to monitor quarantine compliance.

SOCIAL DISTANCING

Ensure that the vulnerable are separated from carriers or potential carriers.

Sprinklr's Primary
Government Use Cases

Sprinklr enables governments to listen, learn and serve on modern channels — the 15 primary government uses cases below illustrate how Sprinklr can deliver positive outcomes for your employees, your agencies, and your citizens.

Information Intelligence
Created by shashank singh from the Noun Project
Public Communications
Modern CItizen Hotline
Citizen Portal
Private Communications
Drive Citizen Awareness of Government Resources & Services
Better understand public awareness and opinion
Leverage AI & omnichannel reporting to listen to public conversations & gain a real-time understanding of citizen awareness, sentiment, satisfaction and politicized agendas
Deliver Government Services Efficiently at Scale
Optimize access to critical government resources
Make better informed budgeting decisions and optimize resource and service access by using AI to examine citizens' needs and experiences
Manage Risk with Efficient Crisis Response
Get ahead of citizen concerns, trends & crises
Understand public opinion, trends, and concerns in real-time to detect impending issues at their earliest stage and decrease crisis response time
Drive Citizen Awareness of Government Resources & Services
Combat misinformation
Create clear, consistent messaging that combats misinformation, addresses current events, and responds to citizens' needs by leveraging AI-powered reporting insights
Deliver Government Services Efficiently at Scale
Drive process efficiencies in content creation
Enhance productivity of cross-functional teams as they collaborate with context in a single platform with a unified global calendar and centralized asset management.
Manage Risk with Efficient Crisis Response
Ensure content governance
Eliminate the risk of unauthorized communications activity by deploying an auditable governance structure that manages user access and permissions based on roles and responsibilities.
Drive Citizen Awareness of Government Resources & Services
Ensure no citizen is left unheard or unanswered
Reduce the demand on systems, call centers, and support functions by utilizing A.I. to triage and respond to the influx of communication inbound across modern channels
Deliver Government Services Efficiently at Scale
Enable response prioritization at scale
Efficiently respond to urgent citizen concerns by enabling prioritization and collaboration on inbound inquiries across departments, divisions, and offices.
Manage Risk with Efficient Crisis Response
Ensure questions are answered accurately and consistently
Ensure early visibility into crises & appropriate response with an AI-based early warning system and escalation process across departments and offices
Save Lives
QUARANTINE THE INFECTED OR POTENTIALLY INFECTED
Enable citizens to self-report on their current circumstances using a citizen center to ensure that the appropriate action is taken.
Uphold the Healthcare System
IDENTIFY THE INFECTED OR POTENTIALLY INFECTED
Provide citizens with the ability to self-declare their change in status and provide them with a community to share information, access best practices and get questions answered.
Ensure Citizen Confidence
PROTECT CITIZEN PRIVACY
Enable citizens to manage their individual and family personal data through an online citizen center to ensure compliance with regulations and provide the ability to edit and delete.
Save Lives
QUARANTINE THE INFECTED 
OR POTENTIALLY INFECTED
Enable healthcare workers to monitor the quarantine compliance of self-reported citizens using a healthcare worker field app to manage the chances of virus transfer.
Uphold the Healthcare System
ENSURE THE VULNERABLE AND LESS ABLE ARE CARED FOR
Activate app-based, automated check-ins with self-quarantined citizens and monitor less fortunate or less able population segments to route and respond to basic human needs as necessary: food, safety and health.
Ensure Citizen Confidence
PROTECT YOUR GOVERNMENT/STATE/LOCAL AGENCIES REPUTATION
Ensure that healthcare workers are responding to citizens respectfully and within the guidelines set by the agency.

Sprinklr Citizen XM:
How it Works

At a global level, nobody is safe until everyone is safe. To achieve this goal, we need to work with citizens, government employees, and volunteers to manage the ongoing health of their communities. And most importantly, everything must revolve around the citizen.

Managing citizen management

Turnkey Set-up and Rapid Deployment

Working closely with partners such as Accenture, we can stand up a new nation-scale country instance in as little as 7 days. This enables immediate action by a country to battle the spread of the pandemic and the infodemic.

Managing citizen management

Citizen-centric. Privacy focused. Security obsessed.

Sprinklr CXM is a tool that enables government agencies at all levels to process and manage publicly available and self-reported data to enable tracing, tracking, communication, and quarantining to combat the spread and impact of the Coronavirus pandemic.
To safeguard citizen privacy and enable government to comply with applicable laws:

  • Citizens participate by opting in
  • Citizens control their own data, and can access or have it deleted at any time
  • Citizen data is protected using Sprinklr data security standards

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