Sprinklr Service

Sprinklr Service is a Contact Center platform for managing customer interactions across more than 30 voice, social, and digital channels. It centralizes conversation history and customer context as interactions move among email, chat, voice, and social channels. The platform includes embedded AI for intent classification, routing, agent assistance, quality review, and self-service automation.

Sprinklr Service also supports Conversational AI, Social Media Customer Service, Workforce Management, and Live Chat use cases through AI agents, social-support workflows, agent scheduling, and real-time website and mobile-app messaging.

Key Features

• Omnichannel contact center: Maintain customer context across voice, social, and digital channels as customers move between touchpoints.
• AI-powered routing: Classify incoming inquiries by intent, urgency, and sentiment; prioritize critical issues; and route conversations to appropriate agents.
• Conversational AI agents and chatbots: Use AI agents for frequently asked questions, routine tasks, interactive voice response (IVR), and automated bot interactions.
• Agent Copilot: Provide agents with potential resolutions, case summaries, reply suggestions, and post-call automation.
• Live chat and messaging: Deliver real-time support through website and mobile-app chat, including co-browsing and video-commerce capabilities.
• Cross-channel service continuity: Preserve conversation context when customers move from one channel to another.
• Knowledge management and self-service: Support knowledge bases and self-service experiences for routine customer inquiries.
• Workforce management: Support agent scheduling, adherence monitoring, and workforce forecasting.
• Channel suite: Includes inbound and outbound contact-center functions, social customer service, live chat, and Sprinklr VoiceConnect for voice interactions.
• Supervisor and administration tools: Monitor agent performance, provide targeted coaching, and manage workflows, channels, and contact-center operations.
• AI-powered quality and coaching: Sprinklr states that its AI scores 100% of interactions, supports compliance review, and enables real-time coaching.
• Enterprise integrations: Connect with customer relationship management (CRM) and ticketing systems, including Salesforce, Dynamics 365, and Jira; voice and messaging platforms such as Twilio, Ozonetel, and CloudTalk; and other systems through APIs and Marketplace connectors.