Sprinklr Specialised AI Service Features

Updated 

Sprinklr’s Specialised AI Service Features empower businesses to deliver exceptional customer experiences by combining advanced generative AI with enterprise-grade governance and security. These features include AI-powered listening, sentiment analysis, and intent detection across millions of conversations, enabling real-time insights and personalized engagement. With capabilities like automated content generation, smart routing, and predictive analytics, Sprinklr ensures faster resolutions and consistent brand voice across channels. Built on a secure, compliant framework, these services help organizations scale customer care, marketing, and research efficiently while maintaining trust and transparency. This article lists the various Specialised AI Service features across your Sprinklr environment.

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 Specialised AI features of Agent Assist.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

DP based enablement

DP: SMART_COMPOSE_ENABLED

For User level- Need to toggle On Enable Smart Compose from the User menu

Care console- Reply box

No

Similar Cases

DP Based enablement

SMART.PARAPHRASE.ENABLED

SMART.PARAPHRASE.ENABLED.LANGUAGES - 'en'

SIMILAR CASE: All & View

Smart Assist tab

No

Smart Paraphraser

DP Based enablement

SMART.PARAPHRASE.ENABLED

SMART.PARAPHRASE.ENABLED.LANGUAGES - 'en'

Smart Paraphrase permission under Outbound Execution

Care console- Reply box

No

Step 1: Log in to Red and search for “Approved Restricted Curls”.

Step 2: In the section that says “Please Select Restricted API”, search for “care / Agent Nudges Enablement - Persona"".

Step 3: Scroll down and enter the partner ID for which you want to raise the request, and submit the request.

Step 4: An ITOPS ticket would be created; get that approved by the approver. (Any care lead or above)

Agent Nudges:

View & Edit

No

Enabled by default for all

Care console- Properties (on side pane)

No

PUBLISHING_ML_RESPONSE_COMPLIANCE_SUPPORTED_LANGUAGES- (Language value= en_US,de_DE)- GLOBAL

PUBLISHING_ML_RESPONSE_COMPLIANCE_ENABLED - true - PARTNER

Under Outbound Message within Publishing:

1. Enable Response Compliance

2. Enable Response Compliance Feedback

Care Console- Reply Box

No

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 Specialised AI features of Conversational AI.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Step 1 : Model deployment - request needs to be rasied with productStep 2 : Enabeling DP - "REALTIME_TRANSCRIPT_ENABLED" , "VOICE_SPEECH_SETTING_ENABLED"Step 3 : Configuring speech profile and adding it to the respective IVR/VB

NA

Feature shared with IVR, VB, AQM, Conversational Analytics and Outbound diallers

No

Step 1 : Model deployment - request needs to be rasied with productStep 2 : Enabeling DP - "VOICE_SPEECH_SETTING_ENABLED"Step 3 : Configuring speech profile and adding it to the respective IVR/VB

NA

Feature shared with IVR and VB

No

No Enablement Needed

Conversational AI Permission (All)

Conversational AI Persona App -> Intent Models

No

No Enablement Needed

Conversational AI Permission (All)

Conversational AI Persona App -> Intent Models

No

No Enablement Needed

Conversational AI Permission (All)

Conversational AI Persona App -> Intent Models

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 Specialised AI features of Conversational Analytics.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Enablement:Sentiment & CSAT v2: Enabled by DefaultCSAT v3: Enabled via DP
Wikihttps://sprinklr.atlassian.net/wiki/x/DwAjEgE
Disablement: Disabled via DP

No Permissions required

Reporting & Case Analytics View

No

Voice Acoustics

Enablement: Enabled via DPVOICE_DEADAIR_TIME_COMPUTATION_ENABLED: true; VOICEZEN_ENABLED: true
Disablement: Disabled via DPVOICE_DEADAIR_TIME_COMPUTATION_ENABLED: false; VOICEZEN_ENABLED: false

No Permissions required

Reporting & Case Analytics View

No

Outbound Voice Campaigns refer to a planned series of outbound voice communication efforts aimed at achieving specific business objectives. Outbound voice campaigns are often used by businesses, organizations, or political campaigns to connect with customers, supporters, or potential voters. The following table gives details on multiple Specialised AI features of Outbound Voice.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Enabled via DP , disabled via DP

Enable AMD checbox in campaign

Service -> Voice -> Campaign

No

Enabled by default for outbound customers

No additional permission for Predictive dialer

Service -> Voice Care -> Dialer

No

Disable Via DPSCREEN_AI_PREFILL_ENABLED

Permissions handled via ACW settings

Service -> Voice -> ACW

Yes

Workforce Management (WFM) is a strategic solution designed to optimize agent scheduling, forecasting, and resource allocation within customer service operations. It ensures the right number of agents with the right skills are available at the right time to meet service-level agreements and deliver exceptional customer experiences. The following table gives details on multiple Specialised AI features of Workforce Management.

Feature Name

Enablement

Role Based Access Control (RBAC)

Visible on Screen(s)

Present in AI+ Studio?

Enabled via DP , disabled via DP

NA

Persona App

No

Enabled via DP , disabled via DP

NA

Persona App

No