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New York, NY – April 26, 2018 – Sprinklr, the world’s leading Customer Experience Management (CXM) platform, today announced Sprinklr Intuition, a set of artificial intelligence capabilities that tackle the biggest social media management challenge facing brands today: managing an ever-growing number of digital interactions to deliver better, more human experiences for every customer — at scale. With this launch, Sprinklr is now the only enterprise software provider giving brands AI capabilities to listen, engage, and reach customers across 25+ channels including Facebook, Instagram and Twitter.
Managing the Growth & Complexity of Social
According to Forrester, almost 80% of consumers use social to engage with brands across an average of seven social media channels. This trend has translated to a huge increase in inbound messages that today’s brands must manually identify, sort, and route before deciding how to respond. Brands are expected to manage more social interactions than ever before, but with manual processes, it’s impossible for them to meet the one-to-one expectations of customers, more than 70% of whom expect a brand to respond to them in less than one hour.
While the volume of social messages has increased exponentially, for brands, the headcount to deal with them has not. The result? Marketing and care teams are spread thin and not able to provide the immediate, personalized experience customers expect.
AI with a Purpose: Customer Experience Management
In a world of connected and empowered customers, experience is the new brand. And social is its foundation. Over the past year, Sprinklr has worked with some of the world’s most valuable brands to tackle the increasing complexity of social.
As a result of direct customer feedback, Sprinklr is introducing Intuition, a set of artificial intelligence capabilities that automates a high volume of decisions, actions, and data analysis at a scale and speed beyond human ability. Intuition — built into the core of Sprinklr’s platform — can be used across social, marketing, advertising, research, commerce, and care in Sprinklr’s Experience Cloud.
Intuition has the ability to process an average of 700+ million messages per day across social channels, and can learn to recognize patterns in social data to become smarter with every customer interaction. Today, two Intuition features are available — Intuition Smart Alerts and Intuition Moderation — with more being launched in the coming months.
Intuition Smart Alerts
When your brand gets millions of mentions a day, it’s easy to miss an opportunity to amplify trending content — or spot an emerging crisis.
With Intuition Smart Alerts, Sprinklr is the only company leveraging artificial intelligence to set dynamic thresholds that adjust for time-of-day trends to automatically alert a team when there are anomalies in a social conversation. Based on historical trends, Intuition Smart Alerts recognizes patterns in message volume and sentiment, then flags any abnormalities. In contrast to static social alert thresholds, the dynamic thresholds within Intuition Smart Alerts reduce false alarms and provide early warning for both viral content and brewing crises.
Intuition Smart Alerts Primary Use Cases:
Identify crises and viral content early on
Identify topics that are gaining rapid attention
Monitor sentiment for campaigns or product launches to immediately identify any red flags
With Intuition Moderation, brands can automate the prioritization, categorization and routing of inbound messages, potentially tripling their engagement rate, and significantly increasing the number of 1:1 customer conversations. Intuition Moderation interprets message content to identify which are high priority and require an immediate response, while also sorting messages into categories such as questions or complaints, so each message can be routed to the appropriate team.
This capability helped one of the largest telecom companies in the world dramatically reduce the time spent triaging messages, increasing the team’s bandwidth to deliver more human-to-human engagements. The result: an engagement rate that increased 93%.
Microsoft is already taking advantage of Intuition Moderation in its global customer experience center. Any messages related to a variety of Microsoft products — from Xbox to Office to Outlook — are processed through Intuition and automatically analyzed by topic so that Microsoft is only sorting through the most important and relevant posts. For example, Intuition can separate “I have an issue with my Windows 10” from “I need to clean the windows in my apartment.”
Primary Use Cases:
Care teams can automatically triage messages based on message type and whether or not it requires a response
Sales teams can uncover buying signals
Marketing teams can uncover brand affirming posts which can be reused for marketing purposes
Intuition Moderation and Intuition Smart Alerts will be generally available on May 16th, 2018.
Comments on the News:
“Today, it’s normal for people to expect a 1:1, personalized relationship with a brand across every social channel. But it’s impossible for brands to meet that expectation if they’re manually identifying, sorting, and responding to social media messages. And when it comes to recognizing and managing an emerging crisis across social channels, every moment counts,” said Grad Conn, Chief Experience and Marketing Officer, Sprinklr. “With Intuition, Sprinklr is addressing these challenges by delivering practical artificial intelligence capabilities that help brands save time and focus on what’s important — increasing the number of valuable human to human connections.”
Sprinklr’s mission is to help the world’s most loved brands create happy customers. We do this with the world’s first Customer Experience Management (CXM) platform, which enables one-to-one, human connections — at scale — across 25 different communication channels such as Twitter, Facebook, and Instagram. Headquartered in New York City with 1,400 employees in 22 offices, Sprinklr works with more than 1,500 of the world’s most valuable brands, including: Allstate, McDonald’s, Lenovo, Microsoft, Nike, Philips Lighting, Procter & Gamble, Samsung, Santander, SAP, Shell, Verizon, and Visa. Sprinklr’s partners include Accenture, Deloitte, IBM, Microsoft, and SAP. For more information, visit sprinklr.com or follow us at @sprinklr.