People across the world use different channels of communication to share knowledge, information or to express their concern on something. For brands, it has become important to implement their sales, marketing, engagement and customer support services through multiple channels in order to cater a larger segment of the society. In the same fashion, customer reach out to the brand for their queries through Emails, by posting feedback on Linkedin, by calling customer support, etc. Sprinklr recognizes this modern approach and is designed to accommodate cutsomer messages incoming through all the mainstream as well as localized sources.

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Message Capture and Enrichment

In Sprinklr, every customer message / email / voice call is associated with a case, which is either created newly or may be already existing. A case is a collection of all the conversation details of the agent with customer like chat messages, call transcripts, call recordings, any details sent by customer or added by the agent, etc. It serves as one source to access all the information related to the customer query from the beginning till it is marked as resolved by the agent.

The message capture in Sprinklr is done using three modules :

1. Rule Engine (For Social, LiveChat, Email)

2. Interactive Voice Response (IVR) (For Voice Calls and VoiceBots)

3. Conversational AI

Routing of Case to appropriate agent

After a case is tagged with all the necessary properties, it is then sent to Unified Routing. Here, the case is stored in a Virtual Queue (called as Work Queue) which basically contains all the customer cases to be assigned to the brand's agents. Based on the routing conditions defined in the Work Queue, the order of the cases is sorted on the basis of cases priority, case creation time, etc. The case with the first position is then routed to one of the available agents on who has the required skills and capacity to handle the case.

Agent actions on the Case

After Unified Routing chooses the best agent for the customer case, the case is then assigned to the agent and the case status is usually changed from "Awaiting Assignment" to "Assigned" by a post assignment rule. The agent then interacts with the customer in the Care Console. The Care Console screen provides agents a view of customer details and case properties with various tools to take actions like updating customer properties, adding other agents to the case for help, transferring the case to other departments, etc.