Sprinklr Launches AI-Powered Smart Responses for Brand Engagement and Customer Care  

Global brands such as L’Oréal, McDonald’s, Microsoft, Procter & Gamble and Verizon are using Sprinklr Intuition AI to create memorable customer experiences at scale  

Microsoft reduced the cost of customer engagement by six figures and reduced average response time across social media by 29 percent with Sprinklr Intuition AI 

New York, NY – September 24, 2019 – Sprinklr, the world’s first Unified Front Office for Modern Channels, announced two new Sprinklr Intuition AI capabilities that automate a high volume of decisions and actions to help brands increase revenue, reduce costs, and manage risk: Smart Response Recommendations for customer care and Smart Response Compliance for brand engagement. Today, only Sprinklr is making AI easily accessible for customer experience management at scale. AI is embedded in all of Sprinklr’s products, available at no extra cost. If you have Sprinklr, you have AI capabilities to automate marketing, advertising, research, customer care and engagement use cases in all major languages, including Chinese and Japanese.

The Problem: Growing Amount of Data and Increasing Consumer Expectations
More than half of the world is online. These internet users are publicly posting about brands and directly messaging them at all hours of the day, across a number of different channels. Brands need to be able to listen to public conversations, learn from them, and use these insights to show customers love with personalized experiences. 

It’s impossible for brands to understand and act on public customer data if they are manually sifting through it. In order for brands to gain insight from a massive volume of customer conversations and improve efficiency, they need AI that can automate data analysis and decisions at a scale and speed way beyond human ability. 

The Solution: Smart Response Recommendations and Smart Response Compliance
Sprinklr has the only AI model trained specifically for 40+ industries in 100+ languages – including finance, healthcare, and retail – to help brands easily understand what customers are saying. For Red Bull, Sprinklr’s AI is trained to understand that a comment with the word “sick” means that a customer is expressing something good and positive. But, for Sprinklr’s healthcare customers, the AI is trained to understand that the word “sick” has a negative sentiment and relates to health. 

The following features enhance the breadth of Sprinklr’s AI capabilities:

Smart Response Recommendations in Sprinklr Modern Care: Customer care agents no longer have to search for a reply script and manually respond to every single query. Smart Response Recommendations reads the ongoing conversation with the customer and then offers the agent three suggested responses. These suggestions include text, relevant emojis, and brand approved assets. Agents can then use the response directly or edit it before sending it out. This saves agents a tremendous amount of time by eliminating the need to manually type responses every time a customer asks a question. With Sprinklr Smart Response Beta customers, the recommended response is used by agents 60 percent of the time, which has reduced customer support SLA (Service Level Agreement) time by 33 percent. Additionally, Smart Response Recommendations help brands onboard agents faster by eliminating the additional training typically needed for standard manual responses.

The accuracy of Smart Response Recommendations will improve over time as Sprinklr Intuition AI learns by using past customer interactions to deliver the best responses based on how the brand’s agents have replied to customer queries. For example, emojis will be included and the customer’s name if they are typically used by the agent.

Smart Response Recommendations for customer care

Smart Response Compliance in Sprinklr Modern Engagement: Engaging on social every day requires a tricky balance between maintaining an authentic voice while following brand guidelines and compliance restrictions. To support copywriters and brand managers, Sprinklr now provides AI-driven Smart Response Compliance, which flags content based on tone, relevance, gender, and keywords. A red flag is generated if your response does not comply with any of these six categories: Brand Guidelines, Profanity, Relevance, Semantics, Tone, and Bias. In addition to analyzing text, Sprinklr’s AI-powered Visual Insights checks for logo and brand colors to ensure they align with visual guidelines for objects, scenes, gender, and activities in images. 

Additional New Sprinklr AI Capabilities 

The following Intuition AI capabilities are generally available today: 

 

 

Smart Content Intelligence for modern marketing

Comments on the News: 

Additional Resources:
– Request a Sprinklr demo.
– Visit Sprinklr’s customer stories page to read more about why brands choose Sprinklr.
– Check out Sprinklr’s career page for open roles across the company. 

About Sprinklr
Sprinklr (@Sprinklr) is the world’s first Unified Front Office for Modern Channels. Its mission is to enable every organization on the planet to make their customers happier. Sprinklr has 22 offices in 15 countries and works with more than half of the Fortune 500, 70% of the 100 companies on the Forbes 2019 World’s Most Valuable Brands list, and more than 1,000 global enterprises, including: Allstate, McDonald’s, Microsoft, NASA, Nike, Philips, Procter & Gamble, Samsung, Santander, Shell, and Verizon.

PR Contact
Rachel Alvarez

Rachel.Alvarez@Sprinklr.com