‎Smart Comprehend Overview | Sprinklr Help Center

Smart Comprehend Overview

Updated

15 days ago

Smart Comprehend, or Smart KB Recommendations, powered by Sprinklr’s in-house Large Language Model (LLM), intelligently analyses the case conversation to generate a query. Based on this query, the model predicts and recommends the most relevant Knowledge Base (KB) article in real-time. This feature enhances agent efficiency by providing contextually appropriate KB articles, helping agents resolve issues faster and ensuring accurate, timely information for customer interactions

Key Benefits

Real-time query resolution: Leverages Sprinklr's in-house LLM to analyze case conversations and generate relevant KB article recommendations instantly.
Enhanced agent efficiency: Reduces training time by providing agents with immediate access to relevant knowledge base articles based on the context of the conversation.
Faster customer interactions: Speeds up the process of issue resolution, decreasing the cost per contact and improving overall operational efficiency.
Contextual understanding: AI model understands the conversational context, ensuring that the generated query aligns with the case details for accurate article retrieval.
Dynamic knowledge integration: Continuously updates the knowledge base by incorporating feedback and new case information, keeping responses current and relevant.
Improved agent productivity: Reduces the time spent searching for solutions, enabling agents to focus on more complex tasks and improving overall service quality.

Note:

To learn more about getting this capability enabled in your environment, please work with your Success Manager.
You can also deploy multiple smart comprehend models based on the Case Custom Field Values. For example, you can show article recommendations based on the agent’s region when multiple regions are supported in a workspace and each region has a different set of Knowledge Base articles. To get this capability enabled, reach out to support at tickets@sprinklr.com.
You can also leverage articles within Sprinklr that currently exist in an external system. Easily import/migrate knowledge base articles in Sprinklr with standard integrations available with systems such as Zendesk, Freshdesk, Salesforce, ServiceNow, Microsoft Dynamics & Intercom. You can also schedule to sync external articles into Sprinklr at a regular interval. For more information, reach out to support at tickets@sprinklr.com.

Before you begin

To view the recommended articles in Agent Console and Care Console, a user must have the View permission under Knowledge Base.

Knowledge Base Article Permission in Agent Console