In Care Console, Sprinklr AI+ can help provide answers and steps from knowledge base articles based on customer queries to provide agents with quick and accurate information to share with customers.

How does it work?

Sprinklr native AI continuously and proactively listens to customer messages and identifies "issue type intents" from the conversation. Upon identifying issue intent, Sprinklr AI identifies the relevant article and send the article along with the issue intent to Open AI. Open AI provides a response from the given scopre with exact answers that can be used by the Agents directly for responding to the customres.

Use case

With Sprinklr AI+ integrated into Knowledge Base, agents no longer need to spend valuable time looking for the right answers from articles to resolve customer issues. Instead, Sprinklr AI+ will identify the customer message and generate the exact steps/instructions from the relevant KB article, which will be displayed in a card format. This not only saves time but also reduces the AHT, leading to increased NPS and CSAT.

How to use Sprinklr AI+ recommended KB answers?

1. Open the desired case in Care Console.

2. As soon as you will get a customer message, the Smart Assist icon in the reply box will be highlighted with the number of smart assist suggestions.

3. Click on the icon to open the Smart Assist tab in the third pane. Based on incoming customer messages, Sprinklr AI+ will extract the relevant steps/answers from the Knowledge Base articles to display. The tab will show the top knowledge base article cards and each article card will contain the message saying 'Answer generated by Sprinklr AI+'.

4. Click the Copy to Response button on the top of the article card to directly paste the extracted answer in the reply box.