Sprinklr Service: 19.11 Capabilities and Enhancements
Updated
Sprinklr Service's latest 19.11 release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Service's latest release:
Knowledge Base
The following features are being introduced in Sprinklr Service’s Knowledge Base module:
Gap Analysis
The new Gap Analysis feature helps you identify the following scenarios and execute corresponding actions:
Recommend articles that are missing and need to be created.
Identify articles that exist but are outdated.
Merge articles containing the same information.
Resolve contradictory information across multiple articles.
Remove or archive obsolete content.
Community posts can be manually nominated to create articles.
Enhancement: All comments associated with a community post are considered when a community is used as a source to create an article.
Create Articles from Community Posts
Knowledge Managers can now turn Community post threads into articles using generative AI. The system takes complete conversation threads from community posts and converts them into clear text. This text is then used to create articles in the desired format. To learn how to nominate messages on community to create articles, see the Nominating Messages on Community to Create Articles page.
Reorder Blocks in Article Editor
Blocks can now be reordered in the article editor by clicking the six-dot icon and using drag-and-drop to restructure articles easily. The following blocks are supported for reordering:
Sections
Tables
Collapsible Section
Tabs
Content Box
Code Block
Text Note
Release Note.
Save Custom Colors in the Color Picker
Custom-selected colors in the Color Picker are now saved for reuse in the article editor. This enhancement allows users to maintain a consistent color palette across their projects, improving efficiency and workflow.
Workforce Management
The following features are being introduced in Sprinklr Service’s Workforce Management module:
Forecast Scenario Planning
The Forecasting and Capacity Planning (previously known as Staffing) modules have been merged to create a new, comprehensive Forecast Scenario module. This integrated process will have an updated Forecast creation form which will include parameters such as Average Handling Time (AHT), Case Volume, Shrinkage, Occupancy, and more. It enables you to generate and visualize various "what if" scenarios, providing more accurate staffing predictions and ensuring optimal resource allocation.
The Forecast Scenario module will feature a new landing page where you can view various parameters and metrics, such as Abandonment Rate and other SLA objectives. Additionally, it will offer an option to switch to a tabular format. Tailored for workforce managers, and administrators, this module excels in forecasting contact volumes, scheduling agents, and dynamically adjusting workforce requirements in real-time.
Introducing the Master Forecast Module
The Master Forecast module is a combined record manager for Forecast Scenarios, which includes Forecasting and Capacity Planning. It provides Workforce Managers with better organization, usability, and efficiency in data management for Workforce Management (WFM). In the Master Forecast module, you can compare scenarios side-by-side and publish the best-fit forecast as the Master Forecast to guide staffing and operational decisions.
Enhancements to Non-Adherent Alert and Notification
Non-adherence notifications will no longer be triggered for agents and their supervisors when agents have approved partial Time Off associated with their released Schedules. During these periods, agents are expected to be unavailable or logged out.
Interactive Schedule Import
You can now import Schedules directly from the Schedule creation form. This can be done using an Excel sheet with predefined headers, making the process seamless and efficient.
Enhancements to Events
Workforce Managers can now mark Events to be ignored from the Forecast Scenario process, which means those Events will not be considered while generating Forecast Scenarios. This can be selected directly from the Events creation form.
Additionally, all newly created events will now be visible to all users. Previously, only the event creator could see the events.
Added Support for 24-Hour Format
The Scheduling, Master Schedule, and agent's My Schedule pages display time in 24-hour format by default, with an option to switch to the 12-hour format.
Supervisor Console
The following features are introduced to the Sprinklr Supervisor Console module for improved experience and efficiency:
Queue Aggregation
Queues can now be grouped based on the Queue Custom Field(s) and the aggregated data is shown based on Queue type. This enables the supervisors to group the Queues and monitor different Queue groups at once. Explore the Queue Monitoring Screen.
Updates to Compact View of Queues
The Compact View now displays over 100 Queues on a single screen, complete with relevant details. This enhancement is particularly useful for monitoring situations involving hundreds of Queues. Explore Reporting in Supervisor Console.
Notification Limit for Care Alerts
Supervisors can now manage the frequency of Care Alerts to prevent spamming. You can set the maximum number of Care Alerts that you will receive within a specified period and define the time interval for these alerts. Refer to the Create Alerts page for more details on creating Alerts.
Filter Agent Activity in Live Monitoring Screens
You can now filter the different activities of agents on the Live Monitoring Screens. These activities include both actions performed by the agent and actions performed on the agent. Refer to Agent Monitoring page for more details.
Business Hours in Care Alert Manager
You can now specify the Business Hour during which you will receive Care Alerts in the Care Alert creation form. Care Alerts will only be active during the defined times within the selected Business Hour. Refer to the Create Alerts page for more details on creating Alerts.
Reporting and Analytics
The following feature is introduced to the Sprinklr Service’s Reporting and Analytics module for improved experience and efficiency:
Improved “Last Work Queue” Dimension Visualization
While plotting the Last Work Queue dimension under the Social Analytics Data Source, it will now show “Dummy Work Queue” instead of “-1” if a Case is directly transferred to an agent instead of the Case getting assigned to a Work Queue. Refer to the Inbound Case page for more details.
Unified Routing
The following feature is introduced in Sprinklr Service’s Unified Routing module:
Forecast Driven Distribution
The Forecast Driven Distribution feature enables the administrator to efficiently distribute cases among user groups based on the forecast generated for different workloads. If there is no active forecast, the system then distributes cases using fallback percentages for all groups.
Also, by selecting the granularity for routing, the routing system tries to maintain percentage of cases routed in that interval for various Contact Centers.
For further details on this feature, see Forecast Driven Distribution .
Inbound Voice
The following features are introduced to the Inbound Voice module designed to improve functionality, user experience, and security:
Support to Send Associated Messages in Create Case API
The Create Case API now supports the association of messages with cases. This update is beneficial for integrations with systems, where call transcripts need to be attached to cases for better summary generation and analysis.
In integrations where a customer interacts with a voice bot, the transcripts generated during the call forward can be sent to Sprinklr and associated with the case. This facilitates summary generation, intent, and sentiment identification.
Benefits:
Enhanced Case Management: Allows for comprehensive case records by including relevant call transcripts.
Improved Analysis: Facilitates better summary generation and accurate intent/sentiment identification.
Call Controls - Perform Actions through Poly Voyager Headphones
Introducing call control capabilities for agents using Poly Voyager Headphones. This update allows agents to perform essential call actions directly through the headphone buttons, enhancing convenience and efficiency during calls.
Key Features: Agents can now use Poly Voyager Headphones to perform the following actions:
Answer Calls: Easily answer incoming calls with a press of a button.
Mute Calls: Mute the call when needed to ensure privacy or reduce background noise.
Unmute Calls: Unmute the call to resume conversation seamlessly.
Increase Volume: Adjust the call volume to a comfortable level.
Decrease Volume: Lower the call volume as needed.
Jabra Call Controls - Perform Actions through Headset Buttons
Introducing the addition of call control capabilities for agents using Jabra headsets. This update enables agents to perform essential call actions directly through the headset buttons, improving call handling efficiency and convenience.
Key Features: Agents can now use Jabra headsets to perform the following actions:
Answer the Call: Easily answer incoming calls with a button press.
Reject Call: Decline incoming calls directly from the headset.
Mute the Call: Mute the call to ensure privacy or reduce background noise.
Hold the Call: Place the call on hold when needed.
Unmute the Call: Unmute the call to resume conversation seamlessly.
Unhold the Call: Take the call off hold to continue the conversation.
End the Call (Hangup): End the call with a simple button press.
Refer to Headphone Integration with Call Controls for more details.
Addition of API Domain Field in UI for Sprinklr Voice Account
Introducing a new feature to enhance cross-environment connectivity for Sprinklr Voice Accounts. This update adds an optional API domain field to the UI, specifically designed for Cross Connect partners who need to connect Sprinklr CCaaS from one environment to CPaaS in another.
For instances where Sprinklr CCaaS is connected from Prod to CPaaS in Prod 15 and Prod 17, the API domain field should be used to specify the appropriate domain for cross-environment communication.
Note: This update applies exclusively to the Sprinklr Voice Account Provider.
Key Features:
API Domain Field: A new field added to the Sprinklr Voice Account settings to specify the API domain.
Optional Field: This field is optional and should only be filled when the CPaaS environment differs from the CCaaS environment.
Cross-Environment Connectivity: Facilitates seamless connectivity between different production environments (for example, Prod 15 to Prod 17).
Benefits:
Enhanced Flexibility: Allows for precise configuration of cross-environment connections, ensuring smooth operation across different production environments.
Improved Connectivity: Simplifies the process of setting up and managing connections between disparate environments.
User-Friendly Interface: The addition of the info button ensures users understand when and how to use the new field.
Twilio HIPAA Compliance - Call Recordings and Storage
Introducing recording compliance features for Twilio Programmable Voice Recordings. This update introduces advanced encryption capabilities to ensure the security and privacy of call recordings, making them accessible only to authorized users.
Note: This feature is DP controlled. Reach out to your Success Manager to enable it.
Key Features:
Default Encryption at Rest: All Programmable Voice Recordings are encrypted while stored in Twilio’s cloud storage.
Voice Recording Encryption: Recordings are encrypted with your public key immediately after the call ends, ensuring they remain secure within Twilio infrastructure and cloud storage.
Private URL and Encrypted Storage: Recordings stored within Twilio cloud are accessible through private URLs and remain encrypted until retrieved by the authorized user.
Benefits:
Enhanced Security: Ensures that call recordings are encrypted and can only be accessed by authorized users.
HIPAA Compliance: Designed to support compliance with HIPAA requirements, ensuring safeguards for sensitive health information.
IVR
The following updates have been introduced in the IVR module:
Wait Time Queue IVR for Twilio
Introducing Wait Time Queue IVR feature for Twilio. This feature enhances the call queue experience by providing real-time wait time information to callers, ensuring they remain informed and retain their position in the queue.
Note: Previously, this feature was available only for Ozontel and SignalWire.
Key Features:
Real-Time Wait Time Announcements: Callers will hear periodic updates about their wait time while in the Queue.
Improved Queue Management: Accurate reflection of call wait times and queue positions in both Report Widgets and Queue overviews.
Customized Hold Music: Personalize the hold music that users hear during wait times.
Refer to the article on Wait Time Queue IVR for more details.
Change in STT (Speech-to-Text) Architecture
Introducing an update to the Speech-to-Text (STT) architecture for the Interactive Voice Response (IVR) system. This update enhances the flexibility and accuracy of language processing by aligning the STT service with the language settings defined at the IVR level.
Key Changes:
Dynamic STT Model Selection: The STT model is dynamically selected based on the Speech Profile for the language set in the IVR, allowing for more precise and contextually appropriate transcription services.
IVR Testing Module Enhancement
Introducing enhancements to the IVR Testing Module, focusing on improved debug logs within the Debug Console. This feature is designed to streamline the testing and debugging of IVR workflows, providing detailed error explanations and faster debugging process.
Key Features:
Enhanced Debug Logs: The Debug Console now offers detailed logs for all configured nodes, providing real-time simulation and access to node-level actions.
Error Identification: Pinpoints errors in case any node breaks, eliminating the need for manual debugging through IVR reports or adding notes to identify issues.
Refer to the article on IVR Testing and Debug Logs for more details.
New Call Event Types in IVR
Introducing the addition of new call event types in the IVR system to implement customized actions when these call events are triggered. These call events can be used to perform following actions:
Updating Agent Status: Automatically change the status of an agent based on specific call events. For example, if a call is missed, the agent’s status can be updated to “Unavailable.”
Updating Skills: Modify the skills associated with an agent depending on the call event. This can help in dynamically adjusting the agent’s skill set to better handle future calls.
Tagging Custom Fields: Add custom tags or labels to calls based on the events. This can include tagging calls as “High Priority” if they were missed or “Follow-Up Required” if the offer was rejected.
Key Features:
New Call Event Types: Added support for various call disconnection events in the CALL_EVENT_TYPE field.
OFFER_REJECTED: “Offer Rejected”
OFFER_FAILED: “Offer Failed”
OFFER_CANCELED: “Offer Canceled”
OFFER_MISSED: “Offer Missed”
AGENT_DISCONNECTED: “Agent Disconnected”
Benefits:
Automated Workflows: Automatically trigger workflows based on call events.
Enhanced Reporting: Provides detailed insights into call disconnection events, aiding in performance analysis and troubleshooting.
Refer to Call Event Workflow IVR more details.
IVR and Voicebot Transaction Management and Disconnect Journey Enhancements
Introducing updates to the IVR and Voicebot systems, improving transaction management and handling of disconnect journeys. These updates streamline processes, enhance user experience, and improve reporting accuracy.
Key Changes:
1. Disconnect Journey Trigger: You can now configure a disconnect journey directly from the IVR node, allowing for customized handling of incomplete transactions. This ensures any pending transactions are managed efficiently, minimizing disruption to the caller journey.
2. In-Workflow Transaction Value Addition: You can now add new transaction values directly from the IVR workflow, eliminating the need to navigate to the Custom Field page and edit the Process Leg to add new values. Additionally, you can set the journey to be triggered while enabling the transaction, without needing to enable it separately for all IVRs being used.
Benefits:
Streamlined Process: Simplifies the setup of transactions and disconnect journeys, saving time and reducing complexity.
Enhanced User Experience: Provides a more intuitive and efficient way to manage transactions and disconnect journeys.
Improved Reporting: Ensures accurate tracking and reporting of transactions and disconnect journeys.
Refer to Transaction in Sprinklr IVR for more details.
Triggering Workflows on Call End Events for Outbound Calls
Introducing support for triggering Call Event Workflow IVRs when outbound calls end. Previously, this functionality was only available for inbound calls. This update extends the capability to outbound calls, enhancing the flexibility and automation of call handling processes.
New Outbound Call Events: The following call events can now trigger workflows for outbound calls. Note that some events are shared between inbound and outbound calls:
AGENT_DISCONNECTED: “Agent Disconnected”
CUSTOMER_DISCONNECTED: “Customer Disconnected”
AGENT_ACCEPTED_CALL: “Agent Accepted Call”
CUSTOMER_ACCEPTED_CALL: “Customer Accepted Call”
AGENT_REJECTED_CALL: “Agent Rejected Call”
CUSTOMER_REJECTED_CALL: “Customer Rejected Call”
OFFER_ACCEPTED: “Offer Accepted”
OFFER_REJECTED: “Offer Rejected”
VOICE_BOT_ENDED_CALL: “Voice Bot Ended Call”
A new DP (ALLOWED_OUTBOUND_EVENTS_FOR_CALL_EVENT_WORKFLOW) has been introduced to enable triggers on outbound call events. It is exclusive to outbound events and does not affect inbound call events, even if some events are common to both.
Refer to Call Events for Outbound Calls for more details.
Outbound Voice & Dialers
The following feature is introduced in Sprinklr Service’s Outbound Voice & Dialers module:
Clone Outbound Campaigns
The Clone Outbound Campaigns is a new feature that allows you to easily clone campaigns. This functionality enables you to duplicate an existing campaign, saving time and ensuring consistency when creating similar campaigns. For further details on this, see Campaign Actions.
Conversational Analytics
The following features are introduced in Sprinklr Service’s Conversational Analytics module:
Logs for Detected Contact Drivers in Case Activity
The Audit Logs functionality enables you to get detailed audit logs on the activity log for cases that run
through Contact Driver models for Contact Driver detection. This helps you to track the history and changes made to that Contact Driver for better transparency, and troubleshooting. For more details, see Logs for Detected Contact Drivers in Case Activity .
Feedback on Contact Drivers
The feedback on Contact Drivers feature gives the ability to you to provide feedback on the Contact Drivers
detected by AI. It helps in validating if the detected Contact Drivers are correct or not. For more details, see Feedback on Contact Drivers.
Language Expansion in Contact Drivers
The Language Expansion in Contact Drivers functionality gives the language support to Contact Drivers to process Italian, Portuguese and Japanese cases.
Automated Quality Management
Language Expansion in Automated QM
The Language Expansion in Automated QM functionality gives the language support for AI Models to process Italian, Portuguese and Japanese cases.
Unified Data Connector
The following features are being introduced in Sprinklr Service's Unified Data Connector module:
Selecting Directories for SFTP/S3/GCS Connections
The Browse button, located under the Directory field on the Source Specifications screen, enables you to select the folder or create a folder for uploading the entity details imported from a third party. You can import entity located in any of the following data source locations:
SFTP
S3
GCS
SFTP
To access the Source Specifications Screen from the launchpad, go to Sprinklr Service > Import/Export Data from External Sources > Unified Data Connector > Install Connector > Select Entity > Entity Specific Settings > Connector Details > Source Specifications.
The Browse button eliminates the need to manually enter the Directory Path, enhancing the customer experience. The path is now automatically populated, saving your time, and reducing the effort required. For more details see Selecting Directories for SFTP/S3/GCS Connections.
Configuring Zendesk Connection
The Zendesk Standard Connector enables you to import cases from Zendesk into the Sprinklr platform in a channel agnostic manner. This eliminates the need to put the files in an SFTP/S3/GCS bucket in the Sprinklr specified format.
The Zendesk Standard Connector allows you to create a channel agnostic case from Zendesk in Sprinklr. For example, if both email and live chat messages exist in a single Zendesk ticket, both kind of messages will be present and managed in Sprinklr under one Case. For more details see Configuring Zendesk Connection.
Configuring Parameters in Data Connectors
On the Mapping screen, you can add additional parameters apart from the columns that are pre-existing in the source file. The parameter can be added using the Add Field button. These parameters can be configured to get their values from the record manager of the entity from where the data connector is mapped to run. These parameters are used to provide values which are not present in the source file.
To access the Mapping screen from the launchpad, go to Sprinklr Service > Import/Export Data from External Sources > Unified Data Connector > Install Connector > Select Entity > Entity Specific Settings > Connector Details > Source Specifications.
Once you have uploaded your files and configured the Source Specifications, proceed to the Define Mapping Screen.
For more details see Configuring Parameters in Data Connectors.
AI+ Studio
The following features are being introduced in Sprinklr Service's AI+ Studio:
Support Insights Use-Cases in AI+ Studio
Three new cases are added to the Sprinklr Insights platform. Previously, the Deploy your Use-Cases section included use cases from various product suites, but none were associated with Sprinklr Insights. With this addition, you can view the following three use cases added under Sprinklr Insights:
Brand query
Custom Query
Keyword List Creation
For more details see Supported List of Use Cases.
Add Support for Azure OpenAI
In this Release, you can add a new AI provider, called Azure OpenAI, under AI Providers in the Provider and Model Settings. There are two different ways to integrate Azure Open AI: through Sprinklr, where it is managed by a DP; by using Bring your own Key (BYOK). Once added, a provider card corresponding to Azure OpenAI gets added under AI providers. Once the provider is added, it can be used for different use cases.
On clicking on Show Models, you can manage both your base and fine-tuned models. You can also create a custom model by fine-tuning a base model over training dataset to get specific results.
You can also deploy a model to create a deployment and use it across different use cases that are added in AI+ Studio. For more details see Add support for Azure OpenAI.
Support for Amazon Bedrock
You can add an AI provider called Amazon Bedrock under Provider and Model Settings. There are two different ways to add Amazon Bedrock: through Sprinklr, where it is managed by a DP; by using Bring your own Key (BYOK). Once added, a provider card corresponding to Amazon Bedrock gets added under AI providers. Once the provider is added, it can be used for different use cases.
Clicking on Show Models, you can view the supported base models, which you can use across different use-cases added in AI+ Studio. For more details see Add support for Amazon Bedrock.
Support for Google Vertex
You can add an AI provider called Google Vertex under Provider and Model Settings. There are two different ways to add Google Vertex: through Sprinklr, where it is managed by a DP; by using Bring your own Key (BYOK). Once added, a provider card corresponding to Google Vertex gets added under AI providers. Once the provider is added, it can be used for different use cases.
Clicking on Show Models, you can view the supported base models, which you can use across different use-cases added in AI+ Studio.
Partners using only BYOK and no Sprinklr provided LLM can also leverage AI+ Studio to manage their use cases efficiently. They can select a fallback model to automatically generate default deployments across all use cases, eliminating the need for manual setup and accelerating use-case activation.
For more details refer Support for Google Vertex .
Support for BYOM
Using the Bring Your Own Model (BYOM) feature, you can add your own custom Large Language Model (LLM). You can seamlessly add models by simply integrating your APIs into our system, which you are free to use across different use-cases present in AI+ Studio. For more details refer Add Support for BYOM.
Support for Additional Service Use-Cases in AI+ Studio
In this Release, three new use cases are added to AI+ Studio. The three new use cases are:
Groovy Code Generator under Process Engine
Case Summarization under Conversational Analytics
Brainstorm ideas under Knowledge Base
These three use cases can be viewed under the Sprinklr Service platform. For more details refer Supported List of Use-Cases.
ACW
The following features are being introduced in Sprinklr Service's ACW:
Support to Choose Correct Disposition Plan for Auto Wrap
The Auto-Wrap Disposition plan feature provides default autowrap values for the agent to use when auto-wrap up is enabled, and the agent does not select any of the disposition plans that are available while completing the After Call Work (ACW). This can occur when the agent runs out of time while completing the ACW.
The Disposition and Sub-Disposition depend on the disposition plan selected. When auto-wrap is enabled and the ACW time runs out while filling the ACW, the default values in the Disposition plan, Disposition, Sub-Disposition and fields get submitted. For more details refer Selecting Disposition Plan for Auto Wrap.
Provide a Pre-Filled After Call Work (ACW) to the Agent Using AI
In the AI Pre-Filling feature, once an inbound or outbound call ends, the conversation transcript of that call is sent to the AI, which fills in the necessary data in the fields for the After Call Work (ACW). The agent’s manual intervention is only needed to review and submit the ACW.
This feature enhances the agent productivity by reducing the time needed to complete an ACW, by filling the ACW for the agent, allowing them to handle more calls within the same time frame. This feature also increases the accuracy and efficiency of the data. For more details refer Providing a pre-filled ACW to the Agent.
Conversational AI
The following features are being introduced in Sprinklr Service's Conversational AI module:
Comments on Dialogue Tree
You can now add comments for versions on a Dialogue Tree. This enhancement provides you the option to add a comment which in turn will be viewable in the Version History for the Dialogue Tree.
This feature enhances the versioning & traceability of the changes made to your Dialogue tree. By allowing comments, you can provide additional context for your dialog tree changes.
Refer to Actions on a Dialogue Tree article for more details.
Debug Log Enhancements
You can now debug cases and perform case analysis based on the node type in addition to the existing dialogue tree filtering. Previously, you could only use the Dialogue Tree filter on your cases to focus on the dialog tree flow. This enhancement allows for more precise debugging by enabling you to include or exclude specific nodes within multiple dialogue trees.
This improvement significantly streamlines the debugging process, especially when managing extensive dialogue trees. It enhances efficiency and accuracy, making it easier to identify and resolve issues.
Refer to How to Use Debug Log in Conversations article for more details.
Detailed Error Message in Debug Log Node
The Update Properties node has been enhanced to provide more detailed error information. Previously, when an error occurred, a common “variable incorrectly set” error message was displayed. With the new release, additional details about the errors are displayed, including the specific reason for the error, which was not visible in the debug log before.
Refer to How to Use Debug Log in Conversations article for more details.
Smart FAQ Node Enhancements
The Smart FAQ node now allows you to configure a Generative AI (Gen AI) bot with enhanced capabilities. This feature includes the ability to create a Gen- AI bot that also supports streaming responses.
This enhancement simplifies the process for creating Gen AI bots, making it more efficient, while the ability to stream responses improves real-time interaction, providing a more dynamic and responsive user experience.
Refer to Deploying a Smart FAQ Model in a Dialogue Tree article for more details.
AI+ FAQ Bots: Multi-modal Content Support
Sprinklr AI+ FAQ Bots has been enhanced to add new support for multi-modal content. Sprinklr’s Generative AI-powered bots can now be trained to read, understand, and respond to queries from diverse document types including those containing images. This enhancement allows the bots to ingest information from diverse sources and improve efficiency.
Refer to Add Training Content article for more details.
Support for Machine Language Parsed File on UI
You can now view the parsed (embedded) version of the files and knowledge base articles uploaded into the FAQ Model.
This functionality is particularly beneficial for debugging purposes. If the quality of responses from the model does not meet your expectations, you can now inspect the parsed documents to identify and resolve issues. This ensures that the documents are effectively embedded, making them easier to search during the Retrieval-Augmented Generation (RAG) process.
Live Chat
The following features are being introduced in Sprinklr Service's Live Chat module:
Ability to Scan URLs Sent by Customers on Live Chat
Introducing a new URL scanning service powered by the Google Safe Browsing API. This service enhances the security of your Live Chat platform by checking URLs against Google’s constantly updated lists of unsafe web resources, including social engineering sites, phishing and deceptive sites, and sites that host malware or unwanted software.
This feature significantly reduces the risk of fraud and attacks by ensuring that any URLs sent by your customers during live chat sessions are thoroughly scanned for potential threats.
Refer to Conversation Screen Footer article for more details.
Ability to Add “Upload Attachment” CTA Type for Card Assets
You can now add an “Upload Attachment” call-to-action (CTA) type to your card assets. Previously, turning off manual responses for assets meant you could not attach files. You can now allow attachments without enabling manual responses. The “Upload Attachment” option is available in the dropdown menu for button types in card assets.
This enhancement addresses the needs of brands to allow file attachments without enabling manual responses, providing greater flexibility and control over your customer interactions.
Refer to Card Template article for more details.
Journey Facilitator
The following feature is being introduced in Sprinklr Service's Journey Facilitator module:
Journey Creation Form Revamp
Introducing support for creating manual journeys through a dedicated and revamped journey creation form. You can now navigate to the Manual Journey Builder by clicking the “Add Journey” button. The revamped form is structured to guide you through the creation process, ensuring all necessary fields are completed.
This feature enhances flexibility and control over journey creation, allowing for more tailored and specific engagement strategies.
Refer to Create a Manual Journey in Journey Facilitator article for more details.
Digital Twin
The following features are being introduced in Sprinklr Service's Digital Twin module:
Digital Twin Skills
The 19.11 update brings new skills to your Digital Twin, making it more precise and efficient, including:
Composite Skills: Combine multiple skills into one. This helps you run several tasks in a specific order, making complex tasks easier and faster. Refer to Composite Skills article for more details.
Publishing Skill (On Demand Publishing): Control when custom responses are sent, instead of relying on OpenAI’s timing. This gives you more predictable and controlled behavior in your applications. Refer to Publishing Skill for more details.
API v2 skill: You can use the API v2 skills to interact with external systems. You can define an input, an endpoint and an output variable to grab the required information from the external system and to increase efficiency static and dynamic or a combination of both input types can be defined. Refer to API v2 skills article for more details.
Push Assets from Digital Asset Manager to Digital Twin
You can directly add assets from your Digital Asset Manager (DAM) to your Digital Twins’s Knowledge and Data Management Portal to easily train your Digital twin to easily use them in your Digital twin application at a later stage without the need to create them from scratch.
You can re-use the existing assets in the DAM and share them with Knowledge and Data Management Portal to easily train your Digital twin.
Refer to Push Assets from Digital Asset Manager to Digital Twin article for more details.
User Input Capture
You can now capture the user input in your conversations in a variable and reference it later. This enhancement can be used to provide customized experience to your customer as it ensures that relevant information is readily available throughout the conversation eliminating the need for follow up questions or context clarifications.
Refer to Capture User Input in Variable skill article for more details.
Discover Tasks
Digital Twin now has the capability to create and add tasks based on existing conversations. For example, when a bot can not answer any query, it escalates it to an agent. Discover Tasks in Digital Twin analyzes these conversations and finds common questions and creates relevant tasks for you. This allows you to use existing tasks instead of starting from scratch, making your workflows more efficient and speeding up your time to market by using Sprinklr’s resources.
By using Discover Tasks to analyze escalated bot interactions, you can spot frequent customer questions and create tasks based on existing conversations. This makes your workflow smoother and reduces time to market.
Refer to Discover Tasks article for more details.
Messaging
The following features are being introduced in Sprinklr Service's Messaging module:
Kakaotalk Integration in Sprinklr
We are excited to announce the integration of KakaoTalk as a new messaging channel in Sprinklr, in partnership with Infobank. This integration allows you to add your KakaoTalk account, capture and organize customer messages, and publish updates directly from Sprinklr.
Refer to Add a Kakaotalk Business Account in Sprinklr article for more details.
Translation Support for WhatsApp Interactive Assets
Sprinklr now supports translations for all WhatsApp interactive assets, enhancing your ability to manage and deliver multilingual content. This update ensures a seamless and localized customer experience, allowing you to engage with a global audience more effectively.
Refer to Multilingual support for assets article for more details.
Guided Workflows
The following features are being introduced in Sprinklr Service's Guided Workflows module:
Child Case Creation from Guided Workflows
Introducing the ability to create sub-cases through the Guided Workflow interface using the sub-case node. You can now either create a new sub-case or link a current case to the parent case as a sub-case using Guided Workflows.
This enhancement reduces the time and complexity involved in setting up ticketing workflows and improves productivity. Refer to Perform System Actions inside Guided Workflow article for more details.
Capability to Assign Cases to Agents Through Guided Workflow
You can now assign cases to a work queue directly from Guided Workflow. This is done by the “Assign Case” node, which is now exposed within the Guided Workflow.
This update significantly enhances the efficiency of case management. By enabling case assignment within Guided Workflow, you can ensure that cases are automatically directed to the most appropriate work queues and agents without any manual intervention.
Refer to Perform System Actions inside Guided Workflow article for more details.
Custom Entity Support in Picklist
The Picklist Screen component in the Guided Workflow has been enhanced to support custom entities. Previously, the picklist component supported manual entry, API, variables, and custom fields as options. With this update, you can now select custom entities as a source, aligning the picklist component with other components in the Guided Workflow.
This enhancement provides you with greater flexibility and consistency in customizing your workflows. By allowing the picklist component to support custom entities, you can now create more tailored and dynamic workflows that better meet your specific needs. This update ensures that all components within the Guided Workflow offer the same level of customization, enhancing the overall user experience.
Refer to Take Inputs within Screen article for more details.
Business Hour Validation through Guided Workflow
The Business Hours node, which was previously available in the Interactive Voice Response (IVR) system, has now been enabled within Guided Workflow also. This feature ensures that cases are transferred to the appropriate departments based on the current time and the predefined business hours in the system.
This feature ensures that cases are directed to the correct departments only during their business hours. This reduces wait times and improves customer satisfaction by ensuring that calls are handled promptly.
Refer to Perform System Actions inside Guided Workflow article for more details.
Reporting on Drafted Screen Values
This 19.11 feature allows you to report on values entered by your agents in Guided Workflows, even when the agent does not click the submit button. Previously, if an agent closed the workflow without submitting, the entered values were not available. Now, these drafted values can be reported on, ensuring that all data entered by agents is captured and accessible.
This enhancement ensures that all data entered by your agents, even if not submitted, is available for reporting and reuse. This prevents data loss and provides a more comprehensive view of agent activities and customer interactions.
Refer to Guided Workflow Reporting article for more details.
Masking Secret Keys in reCAPTCHA
The 19.11 release introduces a new security feature within the Guided Workflow builder. The secret key and site key in the reCaptcha component are now masked to prevent unauthorized access. This enhancement ensures that only authorized users can view or edit these sensitive details, thereby significantly reducing the risk of exposing critical information.
This feature enhances the security of your workflows by preventing unauthorized access to sensitive reCaptcha keys.
Refer to Take Inputs within Screen article for more details.
Ability to Add 'Hyperlinks' in Dynamic Table
You can now add hyperlinks within dynamic tables by selecting the ‘link’ variable type when defining ‘Column Mapping’. You can either enter the display text for the hyperlink manually or retrieve it dynamically by storing it in a variable.
This enhancement increases the flexibility and usability of your dynamic tables, by enabling you to include hyperlinks in your data. This improvement is particularly beneficial if you need to link external resources or documents directly into your tables.
Refer to Take Inputs within Screen article for more details.
Care Console
The following features are being introduced in Sprinklr Service's Care Console module:
Ability to Tag Community Profile List from Care Console
You can now tag profile lists directly within your reply box when using the Care Console to respond to community content.
This feature significantly enhances response efficiency by allowing you to tag multiple community members at once, instead of tagging individual profiles separately.
Refer to Reply Box Functionalities article for more details.
Support Quote Functionality in Care Console
You can now easily quote parts of a message or the entire message when replying to Community content in the Care Console. Use the “Quote” functionality in your reply box to reference specific sections or the whole message.
This feature ensures parity of native behavior within the Care Console, allowing agents to quote and reference specific parts of community messages.
Refer to Reply Box Functionalities article for more details.
Edit Community Comments through Care Console
This update now allows you to edit fan content and brand content using the Care Console for the Community channel.
Note: Reach out to your engagement manager to get this feature activated in your Sprinklr environment.
This new feature allows you to efficiently manage and refine interactions, leading to better community engagement and satisfaction.
Refer to Care Console Conversation Pane article for more details.
Collapsed Case Stream Redesign in Care Console - Randomized Avatar Colors for Customer Profiles
The 19.11 release includes a new feature that randomizes the avatar colors for customer profiles. Before this update, avatar colors were based on the initials of the name, which often led to multiple anonymous profiles having the same avatar color. This made it hard for agents to tell different cases apart when the case stream was in collapsed view. Now, avatar colors are randomized while ensuring they contrast well with the text color. This improvement works across all channels.
This enhancement allows your agents to easily differentiate between various anonymous profile cases, even when the case stream is in a collapsed state. By providing unique avatar colors, agents can more easily identify and manage multiple cases, enhancing their efficiency and reducing the likelihood of confusion.
Increase Number of Shortcut Buttons Displayed When Hovering Over a Message
This update makes it easier to use the Care Console by increasing the number of buttons that appear when you hover over a message. Now, the like and reaction buttons are directly accessible without needing to open the more options (three dot) menu, saving you an extra click.
Note: Reach out to your engagement manager to get this feature enabled in your Sprinklr environment.
This enhancement allows you and your agents to quickly like or react to messages without the additional step of opening the more options menu thus eliminating an extra click.
Refer to Care Console Conversation Pane article for more details.
Bell Notification Icon in Care Console to be Always in Display
The 19.11 release ensures that the notification bell icon in the left pane of the Care Console is always visible. This means agents and supervisors can instantly see new messages and notifications without having to switch views or refresh the console. This improvement removes the previous problem where the icon was hidden, which could delay response times.
This feature enhances productivity of agents by ensuring that they are promptly alerted to new notifications. By keeping the Notification bell icon visible at all times, agents can now respond more quickly to customer needs, thereby improving overall efficiency and customer satisfaction.
Better Highlight Hidden Messages on the Conversation Panel in the Care Console
This feature enhances the visibility of hidden messages within the Care Console. When your agent hides a message, it will now be displayed in a different font and will be highlighted, making it easier to identify it among other messages. This improvement addresses the current issue where only a small eye icon indicates a hidden message, which can be difficult to notice.
You and your agents will now be able to quickly and easily identify hidden messages within the conversation panel. This enhancement improves your efficiency and ensures that important hidden messages are not overlooked.
Refer to Care Console Conversation Pane article for more details.
Thank you for using Sprinklr Service. The 19.11 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at support@sprinklr.com.