Sprinklr Announces 120 New Customer Service and 25 New AI Innovations to Elevate Omnichannel Customer Service

Sprinklr (NYSE: CXM) today announced the winter release (v. 18.2) of its unified customer experience management (Unified-CXM) platform for modern enterprises. Release 18.2 includes more than 650 new features and innovations for the four Sprinklr product suites. For this release, Sprinkr is especially focused on continued momentum and innovation in the customer service space with 120 new CCaaS features and 25 new AI features for the Sprinklr Service product suite (formerly Sprinklr Modern Care).

“For more than a year, we have been working with leading organizations around the world to disrupt the traditional enterprise CCaaS market and deliver new service strategies for digital-first enterprises,” said Sprinklr Chief Technology Officer, Pavitar Singh. “With the ability to engage across 30+ channels, we empower customer service teams to seamlessly work across digital, social, and voice channels. Support from AI-self service tools helps brands deliver faster resolution of customer queries at reduced cost.”

Sprinklr Service is a comprehensive, AI-powered Contact Center as a Service (CCaaS) platform that enables agents to serve customers across digital, social and voice channels seamlessly, delivering quick resolution of customer queries at lower cost of operations. Highlights from the new innovations announced today and available to all Sprinklr customers include:

• Predictive intelligence analyzes customer data and identifies patterns that can predict future behavior, such as customer churn or likelihood to purchase. This can help businesses anticipate and take proactive measures to identify potential upsell and cross-sell opportunities or prevent customer churn.
• AI-powered quality management provides real-time insights on agent performance & compliance for all customer conversations on all channels. Agents can view reasons for each quality score delivered by AI with recommendations on how to improve. This ensures the opportunity for coaching and self-learning on 100% of conversations.
• Complete commerce solutions for WhatsApp empowers seamless product purchases, interactions, and personalized recommendations and guidance on WhatsApp using chatbot.
• Impact Analysis allows organizations to evaluate the impact of various factors on key strategic metrics such as CSAT & NPS.
• Top contact driver automatically analyzes content from 100% of customer voice interactions. It reveals insights around common issues as well as indirect feedback, such as when customers mention related topics or issues that may not have been explicitly requested or addressed.
• Outbound voice allows contact centers to use AI-powered predictive dialers and conversational IVR to increase customer connection rates and reduce inbound calls, resulting in increased conversions and efficiency.

Last year, HDFC Bank – one of India’s leading private banks with more than 70 million customers, 7,183 branches and a full suite of credit, liability, and distribution offerings – decided to unify their customer experience across all channels and began the search for a technology partner to help them achieve this goal.