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?

Enabled on Request

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

Care console- Reply box

No

Similar Cases

Enabled on Request

SIMILAR CASE: All & View

Smart Assist tab

No

Smart Paraphraser

Enabled on Request

Smart Paraphrase permission under Outbound Execution

Care console- Reply box

No

Enabled on Request

Agent Nudges:

View & Edit

No

Enabled by Default

Care console- Properties (on side pane)

No

Enabled on Request

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?

Enabled on Request

NA

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

No

Enabled on Request

NA

Feature shared with IVR and VB

No

Enabled by Default

Conversational AI Permission (All)

Conversational AI Persona App -> Intent Models

No

Enabled by Default

Conversational AI Permission (All)

Conversational AI Persona App -> Intent Models

No

Enabled by Default

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?

Enabled on Request

No Permissions required

Reporting & Case Analytics View

No

Voice Acoustics

Enabled on Request

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 on Request

Enable AMD checbox in campaign

Service -> Voice -> Campaign

No

Enabled on Request

No additional permission for Predictive dialer

Service -> Voice Care -> Dialer

No

Enabled on Request

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 on Request

NA

Persona App

No

Enabled on Request

NA

Persona App

No