AI-Powered features that guide agents to solve the cases/queries quickly ---
Agent Console comes with multiple AI-powered features which help Agents to refine customer experience and improve their efficiency.

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• Response Compliance - Engaging on different social channels every day requires a sound balance between maintaining an authentic voice while following the brand guidelines and compliance restrictions at the same time. To support customer support teams and brand managers, Sprinklr provides AI-driven Smart Response Compliance to ensure that each brand response adheres to Unbiasedness, Non-Profanity, Relevance, and Tonality. A warning flag is generated when a message is found to be violating any compliance parameter which helps brands to proactively manage risk and avoid sending out non-compliant responses.

• Smart Responses - Sprinklr AI model learns and recommends suitable responses based on how the brand's agents have replied to the customers' queries in the past. At any given time, multiple smart responses are suggested to the agents, and the agents can choose the most suitable one among the suggested responses. The algorithm learns based on the response selected by the agents to deliver more contextual and relevant responses in the future.

• Smart Compose - To enhance the agent augmentation experience, predictive text suggestions are available to the agents while composing a reply. By simply using Tab or Right Arrow Key, the agent can accept the smart recommendation for quicker replies and reduces agent’s effort in typing the full response

• AI Paraphraser - Smart Paraphraser enables agents to send articulate, grammatically-correct responses faster with AI-powered paraphrased suggestions. Paraphrasing will help agents to bring much-needed variety to conversations, help in reducing the robotic nature of conversations by enlarging the scope of usual agent responses.

• Similar Cases - Agents can refer to a  set of AI generated recommendations based on the intent of the conversations to see how previously similar cases were solved. This would help in decreasing agent training time while increasing customer satisfaction through timely and accurate results at the same time.

• Knowledge Base - Brands can either integrate their Knowledge Base in Sprinklr or use Sprinklr’s KB. Our AI retrieves the most relevant knowledge base articles and recommends agents to use seamlessly within the platform. Agents can quickly copy the content or published URLs of the articles and share with the customers.

• Predicted CSAT - AI predicted CSAT score based on customer’s message intent is shown to agents that updates after every fan message. Agents can measure their performance with the predicted CSAT score i.e. reflecting real-time on their screens and can improve the next response accordingly. 

• Smart Case Summary - Smart case summary is designed to aid agents in quickly accessing critical information about the customer that is lost in the lengthy case conversations by providing a quick overview of case sentiment, CSAT Score, Average Wait Time, Last Wait Time of customers.​