Agent facing Guided Workflows
Updated
Overview
Agent Facing Guided Workflows are available within the Sprinklr system and allow agents to trigger any guided workflow and perform actions as per the predefined business flow to help them better resolve customer queries. They guide agents with easy-to-follow flows delivering step-by-step points and the next best actions to drive a better, more reliable customer experience.
Customer care agents can use them to assist customers in a more streamlined, efficient and quick manner while reducing resolution time and improving overall customer satisfaction. The workflows can be made dynamic, allowing the information shown to agents or the path of the flow to adapt in real time based on inputs from customer interactions. This ensures agents receive up-to-the-minute information, enhancing their efficiency and the accuracy of their responses while keeping the workflow relevant and effective.
Agent Facing Guided Workflows are easy to configure and can save time and resources in training and retraining agents. The time taken for each case to be resolved decreases as the need to navigate multiple databases and articles is eliminated, with all relevant information available in one place. The accuracy and adherence to brand standards of agent responses to customer queries also increase when agents use guided workflows.
Key Benefits
Faster Resolutions: Workflows provide clear guidance and consolidate all relevant information in one place, reducing the time taken to resolve customer issues.
Real-Time Adaptability: Dynamic workflows adapt to customer inputs, ensuring agents always have accurate, up-to-date information for better responses.
Streamlined Training: Easy-to-configure workflows reduce the time and resources needed for agent training while ensuring consistent adherence to brand standards.
Agent Facing Guided Workflows - Use Cases
Guided workflows can be used by agents to manage and process service requests through ticketing, assist customers with a predefined set of instructions to resolve issues, retrieve customer information, access external systems, and more: -
Handling Service Requests - Agents can automatically create service tickets based on customer interactions across multiple channels, such as phone, email, or live chat. This real-time ticket generation enables agents to address customer needs promptly and efficiently.
Raising Complaints - Agents can efficiently address customer grievances by creating complaint tickets and routing them to the appropriate teams. This functionality also supports raising tickets in external systems via API integration, ensuring seamless resolution.
Guided Troubleshooting - Agents can utilize guided workflows to assist customers in troubleshooting issues by following step-by-step instructions and providing relevant information. These workflows are often built on proven solutions to common problems, helping resolve issues efficiently.
Customer Information Retrieval - Agents can quickly access customer information, including contact details, previous interactions, and ticket history, to resolve issues more efficiently and provide personalized support.
Internal Process Automation - Guided workflows can be integrated with rule engines and macros to automate tasks such as adding cases to queues, sending client communications, and setting custom field values for quick reference. This boosts efficiency, reduces errors, and frees agents to focus on more complex tasks.
External System Routing - Guided workflows can leverage SSO and deep links to access external systems, enabling agents to seamlessly perform tasks required to resolve customer issues without leaving their current interface.
Lead Management - Guided workflows enable agents to create and track leads, ensuring that upsell and cross-sell opportunities are captured and followed up on effectively.
Streamlined Inventory, Roles Management, and Notification Setup - Guided Workflows allow agents and administrators to efficiently manage internal operations, such as inventory tracking, roles database management, and notification setup. Through guided workflows, users can easily monitor and update inventory levels, assign roles and permissions within the system, and configure automated notifications for critical tasks. This streamlined approach reduces manual errors, improves operational efficiency, and ensures that agents and teams have real-time access to essential information and alerts, enhancing overall productivity and decision-making.