WHAT’S NEW FOR FALL '24
Check out Sprinklr’s Fall '24 Release
Discover Sprinklr’s 19.11 Fall '24 Release loaded with innovative AI-powered capabilities designed to enhance your experience and bring new capabilities to your teams.
Sprinklr Service
Enhancements on Conversational AI+
AI+ FAQ Bots: Multi-modal content support
Sprinklr now supports multi-modal content ingestion for users while interacting with bots. With broader knowledge coverage, Sprinklr bots can now read and answer from images, PDFs, and documents, enabling faster deployment and improved customer satisfaction.
Intelligent Case Routing and Distribution
Forecast-Driven and Percentage-Based Case Distribution for Routing
Optimize case distribution with Forecast and Percentage-Based Routing. Automatically allocate cases based on WFM forecasts or predefined percentages, ensuring balanced workloads and efficient resource utilization.
*Sprinklr can import forecast data from WFM tools like Verint, NICE and others to derive unified routing with forecast-based case distribution.
Streamlined Data Management
Unified Data Connector
Unified Data Connector streamlines external data integration with SFTP, S3, GCS, and other APIs. It supports scheduled ingestion, tracks activity with detailed audits of successful and failed runs, thereby reducing implementation time and TAT for bringing in new feature enhancements.
Customizable and Unified Live Monitoring Screen for Supervisors
Empower Supervisors with Real-time Oversight
Experience seamless, unified monitoring that brings agents, queues, campaigns, and proactive alerts together in one customizable dashboard—designed for supervisors and admins to enhance call center efficiency and control, all in real-time.
Simplified KB Management
Knowledge Base: Gap Analysis
Effortlessly manage evolving Knowledge Bases with automated suggestions, clustering, and merging of articles from various sources. Streamline updates, review contradictions, and simplify content creation with our intelligent solution.
Workforce Management
Strategic Forecasting: Scenario Planning and ‘What If’ Analysis
Optimize workforce management with scenario planning and simulation. Create and compare "what if" scenarios using historical data, adjust staffing needs in real-time, and publish the best forecast. This feature ensures accurate predictions and streamlines resource allocation for efficient operations.
Sprinklr Insights
Personalized Survey Links
Enhanced Survey Personalization through Metadata Integration
Users can now leverage metadata from external systems to generate personalized survey links, send invites through their own channels and unlock deeper insights with relevant metadata automatically attached to each response.
Customize survey links based on custom fields like demographics, purchasing history etc. to deliver highly personalized surveys.
NOTE: Reach out to your Sprinklr CSM to access this capability.
Conversational Surveys on WhatsApp
Gen-AI powered Conversational WhatsApp Surveys
Boost response rates by fostering human-like personalized interactions on WhatsApp. Transform standard surveys into interactive WhatsApp assets with just a single click and gather deeper and actionable insights with dynamic follow up questions.
NOTE: Reach out to your Sprinklr CSM to access this capability.
Unified Survey Reporting
Unified Survey Data for Deeper Insights
Users can now merge survey responses and metadata with other surveys or external data sources in a single visualization to extract elevated insights. Aggregate NPS data across surveys to obtain brand-level NPS, compare NPS scores against store staff data to identify areas for improvement and more.
Build custom dashboards from one or multiple surveys and easily create reports by obtaining relevant dimensions and metrics from a centralized dataset.
Survey Response Quality Detection
AI-powered Low Quality Response Detection
Make informed decisions with confidence based on high-quality, trustworthy feedback. This feature flags unreliable data by evaluating responses in real-time across channels based on key criteria like completion time, open-text quality, bot detection and more. Ensure data integrity by filtering out low quality survey feedback from your analysis.
Sprinklr Marketing
Creative Insights
Improve Ad creatives with data-driven insights
Marketers can now use Sprinklr AI+ to analyze the performance of past creatives and identify visual patterns across 35+ dimensions that work better for the brand. Brands can leverage these insights to generate better-performing Ads faster and at a lower cost. For example, Sprinklr's creative data engine identifies patterns across prominent colours, headline word count, and media aspect ratio parameters to reveal the best combination for the intended audience.
Budget Anomaly Detection
Prevent overspending using Sprinklr’s Anomaly Detector
Sprinklr introduces Anomaly Detection for campaigns and Ads, allowing users to monitor deviation and receive real-time alerts when budget and spending anomalies are detected.
The feature assists Ad media managers in tracking campaign performance and provides early notifications when anomalies are detected. Anomalies are identified based on a default deviation percentage and users can customize the deviation percentages and add recipients for alert notifications.
Sprinklr Social
Advocacy Reward Engine
Boost engagement on Advocacy with enhanced gamification
Motivate your distributed users to post more content by incentivizing them with monetary and non-monetary rewards they can redeem with their acquired points.
Advocacy admins on Sprinklr can now create a reward portal and list products and badges with specific token amounts for each. Users can advocacy points to purchase products listed on the rewards portal by converting their points into tokens. The reward engine boosts engagement on the platform by motivating and incentivizing employees to post more content on their social channels.
Distributed Homepage Editor
Customize your distributed homepage faster
Distributed admins on the Sprinklr platform can now make custom modifications to the distributed homepage by adding new widgets, sorting existing widgets or editing the widget headings. The update significantly reduces the implementation time and removes the need for customers to open support tickets to make even minor modifications.
Integrations
INTEGRATIONS MARKETPLACE
New and Improved Marketplace UX and Integration Management
The Sprinklr Marketplace now features a refreshed look, improved UX, and a more detailed UI. The new Connections Manager centralizes integration management, and the unified library enhances connector discovery. A "Details" button provides key connector info, and newly-developed integrations expand available solutions—all within a streamlined, all-in-one marketplace view.
CRM INTEGRATION ENHANCEMENT
Sprinklr iframe enhancements in CRM
The Care Console record page is now configurable as an iframe within your CRM, with extensive customizability for specific business needs. Widgets such as Smart Assist, Agent Nudges, Product Catalog, and Smart Comprehend can be configured within the iframe, enabling higher agent productivity, better customer engagement and lower Average Handle Time.
Displays and Presentations
Enhanced Drill-Down Functionality for Deeper Data Insights
Gain improved visibility with intuitive drilldowns into widgets for a granular understanding of data trends, helping improve performance and efficiency of service center operations. Users can now create persona-specific custom drilldowns across metrics and dimensions, with flexible setup for different columns. Seamless navigation across platforms can also be enabled via interactive touch, remote, or mouse controls.
UX Enhancements in Displays and Presentations
Revamped Table Widget with Advanced Layout Capabilities
The table widget features interactive design for diverse use cases, from managing large agent lists to tracking multiple hashtags. With X/Y scrolling, freeze/pin options, and color highlights, users can better organize data and enhance visibility.
Dynamic Brand Logo Management for Enhanced Efficiency
Users can centrally manage and position brand logos across all scenes and slides, reducing setup time. Enabling the "logo" section allows dynamic application across displays with size and position controls. Adjustments can be made from a central location.
Default Data Presets for Streamlined Widget Creation
Users can set default data presets for new widget creation, automatically applying filters and values without repetitive selection, improving efficiency. Multiple data presets can also be managed and arranged for better organization and flexibility.
Check out Sprinklr’s Fall '24 Release