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Agent Assist Capabilities

Agent Assist includes a range of capabilities designed to enhance the efficiency and effectiveness of customer service representatives, leading to real-time case resolution. Some of these capabilities include:AI-Powered Agent AssistThese features leverage AI technology to provide intelligent recomme

Service

Knowledge Base Article

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Basics of Agent Assist

RS
Add Content Source-Question Answer Pairs

​Use this feature when your AI Agent needs to respond to:Custom FAQsQuestions not addressed by other content sourcesSteps to add question‑answer pairsIn the AI Agent dashboard, go to Training Content and select View All under Question‑Answer Pairs.In the Question‑Answer Pairs window, select Add Ques

Knowledge Base Article

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Knowledge Content

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18.5 Key Changes in User Experience

With this release, Hyperspace will now be the default experience for all users. Other enhancements include page density control, filter improvements, adding Sprinklr AI+ support to create Topic, Theme, Story Query, and Keyword Lists, charts support in Newsletters, etc.

Insights

social

Service

Knowledge Base Article

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v18.5 Spring Release (May)

RS
Schedule Tool

The Schedule Tool enables the AI Agent to automatically schedule and send messages at designated times or intervals, improving user engagement and communication. This feature allows the AI Agent to deliver messages without manual input, ensuring timely and relevant communication. Messages can be sch

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Automation Tools

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Create briefs using Sprinklr AI+

In this article, we will learn about how Sprinklr AI+ can assist you with briefing and enhance your briefing experience with various options that are available to you for assistance. With Sprinklr AI+ integration, you can Edit & Review Content and take various Actions on briefs fo

brief templates

marketing

ChatGPT

Knowledge Base Article

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Brief Template Actions

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Similar Cases Overview

Within the third pane of the Agent Console and Care Console, agents are provided with AI-generated recommendations of similar resolved cases handled in the past. Depending upon the intent of the conversation, these similar resolved cases appear within the Similar Cases section of the Smart Assist ta

Service

Knowledge Base Article

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Similar Cases

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Insights Assistant

IntroductionIn simple terms, Insights Assistant is a tool that enables and assists in generating meaningful insights easily and in a timely manner. It leverages Sprinklr's AI capabilities to show the most crucial insights around key product metrics without requiring you to create dashboards or drill

Insights

Actionability Enhancements in Insights Assistant

Insights Assistant

Knowledge Base Article

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Insights Assistant

RS
Denied Topics Guardrail

The Denied Topics Guardrail allows you to restrict the use of specific topics within the system. When you configure this guardrail, the platform actively monitors user interactions for any reference to the denied topics and blocks them from being processed.You can define a list of topics that are no

Sprinklr AI+

Sprinklr Service

marketing

Insights

+4

Knowledge Base Article

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Types of Guardrails

RS
Send Message Tool

The Send Message tool enables real-time communication across messaging channels, allowing timely updates, notifications, and responses to users on any platform.Configure Send Message ToolFollow these steps to configure the Send Message Tool in your AI Agent.1. Access the Send Message ToolNavigate to

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Communication Tools

RS
Update Properties Tool

The Update Properties Tool is used to capture or update the value of a variable or custom field during a workflow. This allows dynamic modification and tracking of data as the workflow progresses.For example, a customer may ask a digital assistant for the Point of View (POV) on a company. To handle

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Automation Tools

SH
Sprinklr AI+ powered Drilldown Summarizer

In this article, you will learn how to summarize and generate themes of conversations at any data point using AI+ Summarizer. ​Drawing insights by drilling-down at any data point can be a tedious task, as there might be a lot of mentions to go through. Sprinklr AI+ powered Summarizer empowers users

Sprinklr AI+

Sprinklr AI+ Summarizer

Insights

Sprinklr AI+ powered drilldown Summarizer

Knowledge Base Article

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Sprinklr AI+

RS
Topic Control in Content Sources

Topic Control is a feature in Sprinklr's Content Sources Models that allows you to assign custom tags to specific content sources. These tags help the model focus its responses by narrowing the scope of reference materials, ensuring users get accurate, context-relevant answers. This improves both th

Knowledge Base Article

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Knowledge Content

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Getting Started with Product Insights

What are insights?With the proliferation of digital channels, collecting raw data presents a significant challenge. But even once collected, the data is meaningless without quick analysis, contextualization, and actionability. Insights are actionable statements generated from customer feedback about

Insights

Knowledge Base Article

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Getting Started

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Measuring Performance via Golden Test Set

Before you start, See How to Setup Golden Test Set?Steps to view performanceMake sure that the Perfomance Calculation for the golden test has been processed.​​​​Switch to different versions to view and compare golden test set reports. You will view the following columns for each version.Support - Nu

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Set Up NLU Based Intents

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Setting Up a Voicebot

Setting up a voicebot involves several steps, which are explained below.Create a Voice ApplicationCreate a new voice application and select the provider, phone number, and IVR to connect the voice application.​​Create a Conversational AI Voicebot Application​Create a voicebot application and configu

Service

Knowledge Base Article

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Configuration

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Introduction to AQM Insights

Quality Managers and Supervisors derive actionable insights from the AI-generated quality scores that help them understand the reasons behind agent performance ratings. This enables them to identify areas for coaching and performance improvement. Additionally, agents can use these insights, along wi

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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AI Scoring and Insights

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MCP Protocol

Model Context Protocol (MCP) is a shift in how Sprinklr’s platform communicates with LLMs and external services. Inspired by modern LLM architectures like Anthropic's tool usage framework, MCP introduces a structured and configurable system for exposing external tools to models, enhancing flexibilit

Service

Knowledge Base Article

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Dynamic Workflow

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Metrics and Dimensions in Location Insights

Location Insights – Drill down optionsDrill down is a feature that lets the user analyze more specific data points in a widget. It gives the user an in-depth view of a selected metric in one click, keeping the original widget accessible at all times.Location Insights – DimensionsDimensionDescription

Insights

Knowledge Base Article

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Metrics & Dimensions

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Classify messages and train the new model

This section aims to provide a comprehensive guide on creating a new model training project for Sprinklr's Text Classifier that can filter out irrelevant terms for your brand or industry without any manual rule implementation or keyword maintenance. The article will walk you through the entire

Insights

Classify Messages

ai studio

Train New Model

Knowledge Base Article

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Classify messages and train the new model

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Manual Addition of Product Insights

Add Product Insights ManuallyProduct Insights enables you to listen, learn, and act on customer feedback from your products and services across modern channels. With Product Insights, you can understand how customers feel when they directly interact with a product or service by capturing customer ex

Insights

Knowledge Base Article

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Advanced Concepts