Introduction

Guided Workflows help automate business processes and assist agents during customer interactions. They reduce resolution time and improve customer satisfaction by guiding agents step-by-step.

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These workflows can also be shared externally—as forms or embedded on other platforms—for customer self-service. Authentication ensures customer data stays secure.

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Workflows are dynamic, meaning they update in real-time based on data from internal or external systems. This keeps information accurate and relevant for both agents and customers.

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Guided workflows present the right questions and actions at the right time, making it easier for agents to assist customers. They're easy to set up and reduce the need for extensive training. With all necessary information in one place, agents no longer need to search through multiple sources, which speeds up case resolution and improves the accuracy and consistency of responses.

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​Here is a comprehensive video on Guided Workflows:

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Types of Guided Workflows

• Customer-facing Guided Workflows

Customer-facing Guided Workflows are deployed on external platforms such as a brand’s website, mobile app, or knowledge base. They enable customers to complete tasks or resolve issues independently without agent intervention. These workflows are highly customizable to align with brand guidelines and can be configured to offer a seamless and intuitive experience.

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• Agent-Facing Guided Workflows

Agent-facing Guided Workflows are available within the Sprinklr platform and can be triggered directly by agents during customer interactions. These workflows guide agents through complex processes, improving response accuracy and efficiency. As a result, they enhance customer satisfaction and reduce the overall cost and time required to resolve customer issues.

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For more detailed information on Customer-facing Guided Workflow and Agent-facing Guided Workflows, refer to Customer-facing Guided Workflows and Agent-facing Guided Workflows.