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Sprinklr Insights: 18.2 Capabilities and Enhancements

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Navigation TipsRead through the release notes below or click on a Product title to 

marketing

Knowledge Base Article

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v18.2 Winter Release (February)

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What is Agent Analytics View?

Agent Performance Management is an important aspect of Quality Management, as it provides agent-level analytics to measure and evaluate the performance of individual agents and identify areas of improvement.The goal is to ensure that agents deliver high-quality customer service and that they meet th

Service

Agent Performance Management

Knowledge Base Article

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Agent Analytics

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X as a Benchmarking source

When it comes to brands, influencers, and their audience connecting and engaging online, there's one social channel that's head and shoulders above the rest: X. This platform is the ultimate hotspot for sparking conversations, building relationships, and creating buzz. Sprinklr has access

Insights

Benchmarking

Knowledge Base Article

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Twitter

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Overview: Setting up Inbound Contact Center

​Sprinklr Inbound offers a fully automated, more efficient omnichannel experience for contacting customer support and giving a 360-degree view of the customer's data. Inbound voice unified care console enables cross-channel support for effective communication.​Prerequisites for Configuring Inbo

Service

Knowledge Base Article

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Unleash Power of Sprinklr Contact Centre in Simple Steps

RS
What is Crisis Management?

Crisis Management is a comprehensive solution that combines generative AI capabilities with Sprinklr’s early warning alerting framework to empower brands to monitor, detect  and analyse potential crises, and respond to it efficiently. With the AI-powered reporting and alerting, combined with the eas

Insights

Knowledge Base Article

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Crisis Management (Beta)

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Editing AI-generated Category & Sentiment

Edit and Delete InsightsProduct Insights provide the capability of editing and deleting insights on the platform. Let’s understand in a stepwise manner how this can be done:Double-click on any message containing insights, like the one shown belowIn the right-hand pane that opens up, click on “Produc

Insights

Knowledge Base Article

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Advanced Concepts

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Sprinklr Release v15.3.0 - March 2020 New Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Navigation TipsRead through the release notes below, or you can click on a

experience:space

New Capabilities and Enhancements

Sprinklr Release v15.3.0

Release v15.3

+2

release_note

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v15.3.0 (March)

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Sprinklr Insights: 20.4 Release Notes

Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 20.4 release brings new features aimed at enhancing customer experiences, driving significant business impact, and improving overall outcomes.Here are the k

marketing

Insights

social

Service

Knowledge Base Article

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20.4 Release (5th Apr '25 Onwards)

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Sprinklr Social: 20.4 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

marketing

Insights

social

Service

Knowledge Base Article

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20.4 Release (5th Apr '25 Onwards)

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Reporting on Similar Cases

You can create reporting widgets to view the usage and adoption of the Similar Cases capability.Configuring a reporting widgetClick the New Tab icon . Under the Sprinklr Service tab, click Care Reporting within Analyze.On the Reporting Home window, select the desired da

Service

Knowledge Base Article

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Similar Cases

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Smart Comprehend Overview

Smart Comprehend, driven by Sprinklr AI, comprehends the case conversation and suggests the most relevant information extracted from the approved articles within the Knowledge Base section of the Smart Assist tab in Agent Console and Care Console. Agents can quickly refer to the

Service

Knowledge Base Article

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Smart Comprehend

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Sprinklr Insights: 26.4 Release Notes

Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 26.4 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.Data Sources and ChannelsU

Knowledge Base Article

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26.4 Release (27th Mar '26 Onwards)

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Smart Theme Explorer v/s Topic Cluster

Topic ClusterFor generating topic clusters, we take a large sample of messages (randomly selected after applying the given dashboard/widget filters) and perform data hygiene steps like stemming and removal of stop words from these messages. We then identify phrases frequently occurring in the messag

topic cluster

Insights

Smart Theme Explorer

Smart Theme Explorer v/s Topic Cluster

Knowledge Base Article

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FAQs & Advanced Use Cases

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Sprinklr Service: 19.11.1 Capabilities and Enhancements

Sprinklr Service's latest 19.11.1 release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Service's latest release:Sprinklr ServiceSprinklr Marketin

marketing

Insights

social

Service

Knowledge Base Article

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19.11.1 Patch (Dec 3-18, '24)

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Smart Paraphraser Overview

How agents can instantly choose from up to 3 AI-generated paraphrased suggestions to reduce repetition and add variety to their usual replies.Smart Paraphraser enables agents to send articulate, grammatically-correct responses faster with AI-powered paraphrased suggestions. Paraphrasing will help ag

Knowledge Base Article

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Publishing Functionalities

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Components of Social Listening

Sprinklr’s Social listening allows its users to monitor and analyze online conversations and interactions about a brand, product, or topic across various social media channels and platforms. It involves using specialized tools to gather and analyze data from social media platforms such as X , Facebo

Insights

Components of Social Listening

Social Listening

Knowledge Base Article

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Where to find Social Listening?

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Flagship Features

The article provides an overview of the capabilities and benefits of CTI within the Sprinklr platform. It highlights how CTI seamlessly integrates a company's telephone system with its core business applications, enhancing agent productivity and customer experience.Unified Agent Desktop (Custom

marketing

Insights

social

Service

Knowledge Base Article

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Flagship Features

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How to get started with Benchmarking?

Competitive Insights & BenchmarkingCollecting and analyzing competitor data is a time-intensive and often challenging task for brand managers, marketing teams, content creators, and market researchers. These personas face multiple challenges while trying to conduct competitive analysis on social

Insights

Benchmarking

Get Started with Benchmarking

Knowledge Base Article

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What is Benchmarking?

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Viewing a Discovery Run

OverviewIn this section, we will review the results of the discovery run.To review the detected clusters, click the eye icon next to the discovery run.There are two types of views available: bubble view and list view.Bubble view provides an easy way to visualize the data.List view is preferred for m

Service

Knowledge Base Article

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Discovery Runs

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Sprinklr v15.5.0 – Sprinklr Social Capabilities and Enhancements (Consolidated)

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Note: To export this page as a PDF, use your browser's print functionality

experience:space

15.5.0

Spring Release 2020

Modern Engagement Capabilities and Enhancements

+6

release_note

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v15.5.0 (July)