Sprinklr Gen AI Service Features

Updated 

3 days ago

Sprinklr provides Generative AI (AI+) capabilities across multiple product modules, including Sprinklr Service, Insights, Marketing, Advertising, Platform and Social. By default, these AI+ features are enabled for all environments.

Global Admins can use the Global Features configuration panel to centrally manage the availability of AI+ features.

This article lists the various Generative AI features across your Sprinklr environment.

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Augment agent capabilities using AI and automation. Agent Assist encompasses a range of capabilities that enhance the efficiency and effectiveness of customer service representatives in handling customer inquiries. These features contribute to real-time case resolution and also include AI-based functionalities for improved assistance. The following table gives details on multiple Gen AI features of Agent Assist.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Smart Comprehend

Enabled with AI+ Studio

Knowledge Base > View Permissions

Smart assist widget,Smart assist 3rd pane

Yes

Smart Responses

Enabled via cURL

Care Console > Show response suggestionsOutbound Message > Show response suggestions

Reply box - Care ConsoleEngagement Dashboard

Yes

Case Summary

Enabled with AI+ Studio

Case Management > Case > Sprinklr AI+

Third pane

Yes

ACW Autofill

Enabled via Feature DP

NA

ACW Forms

Yes

Sprinklr’s Conversational AI is designed to optimise customer interactions by utilising advanced Natural Language Processing (NLP) algorithms to comprehend and engage with customers, thus ensuring efficient communication. It is a Al-powered platform to help you discover, create and manage your Conversational Bots. The following table gives details on multiple Gen AI features of Conversational AI.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Discover Intents

Enabled via Feature DP

CONVERSATIONAL AI > Message Testing > Create/Validate/Review/Edit/Clone/Delete

CONVERSATIONAL AI > Message Processing > View/Edit/Delete

Conv AI

Yes

Entity Detection

Enabled via Feature DP

CONVERSATIONAL AI > Message Processing > View/Edit/Delete

Conv AI

No

Discovery Run

Enabled via Feature DP

CONVERSATIONAL AI > Discovery Runs > View/Create/Delete

Conv AI

No

Dynamic Workflows

Enabled via Feature DP

CONVERSATIONAL AI

Conv AI

No

FAQ Bots

Enabled via Feature DP

CONVERSATIONAL AI

Conv AI

No

Conversational Analytics is a method of analyzing customer conversations to gain insights into their behavior. The ultimate goal of this process is to use the collected intelligence to improve customer engagement and satisfaction by delivering personalized interactions. Conversation Analytics can provide real-time understanding of the agent customer conversations, taking into account subjective factors like colloquial language and context. The following table gives details on multiple Gen AI features of Conversational Analytics.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Summary & Topics

Enabled via Feature DP

NA

Case Analytics Screen,Reporting Dashboar

Yes

Top Contact Drivers

Enabled via cURL

NA

Case Analytics Screen,Reporting Dashboards,Contact Driver Models

Yes

Contact Driver Discovery

Enabled via cURL

NA

Case Analytics Screen,Reporting Dashboards,Contact Driver Models

No

Contact Driver Model Verification

Enabled via cURL

NA

Case Analytics Screen,Reporting Dashboards,Contact Driver Models

No

Insights Hub

Enabled via cURL

NA

Reporting Dashboards,Contact Driver Models,Insights Hub

No

Interaction Phase Analysis

TBD(26.1 Release)

NA

Case Analytics Screen,Reporting Dashboards,Contact Driver Models

Yes

Guided Workflows automates business processes to streamline customer interactions, speed up resolutions, and enable self-serve support. The following table gives details on multiple Gen AI features of Guided Workflows.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Sprinklr AI+ Field

Enabled via Feature DP

NA

Screen Node

No

Create content to help Agents and Customers self-help with Knowledge Articles. The following table gives details on multiple Gen AI features of Knowledge Base.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

KB Gap Analysis

Enablement Support Doc

Knowledge Base Gap Analysis


Knowledge Base > CreateEdit Permissions

KB Nomination Manager and Insight Hub

No

Brainstorm Ideas

Enabled with AI+ Studio

Knowledge Base > CreateEdit Permissions

KB Article Editor

Yes

Community Post Nomination

Enabled via Feature DP

Knowledge Base > CreateEdit Permissions

KB Article Editor

No

Automated Quality Management (AQM) revolutionizes the traditional approach to maintaining standards in service and performance. It operates by implementing AI generated checklists, which are intricately designed to assess various parameters critical to service quality. This system automatically evaluates all cases, thereby eliminating the need for random sampling as seen in manual evaluation. The following table gives details on multiple Gen AI features of Quality Management.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Automated QM Scoring

Enabled via cURL

NA

Case Analytics Screen,Reporting Dashboards,Audit Checklists

Yes

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