Sprinklr is enhancing its iFrame functionality by integrating the Sprinklr Care Console’s widgets in the iFrame. This upgrade lets you customize the iFrame based on your business needs and embed it within your CRM. You can directly use Sprinklr Care Console widgets like Smart Assist, Agent Nudges, Product Catalog, and Smart Comprehend.

Refer to the Care Console iFrame article for details about existing capabilities.

The following widgets will be available for configuration:

Agent Nudges

Agent Nudges leverage AI to predict customer intent in real-time and suggest the next best action in the Care Console to assist agents proactively. Nudges can be triggered based on keywords, CSAT scores, and other criteria. They are actionable, featuring buttons that open guided workflows or knowledge base articles, helping agents with tasks like recommending the next best action, course correction, supervisor escalation, macro application, viewing similar cases, and promise management.

As a care agent using an external system and accessing the iFrame, Agent Nudges can help you in the following manner:

1.Escalation Management

• Notify supervisors by clicking the ‘Alert Supervisor’ icon at the top of the Agent Nudge widget in the Care Console iFrame.

• Choose a relevant category and compose a message. If no category is selected, it defaults to “Agent Needs Help.”

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2. Promise Management

Manage promises by setting up reminders or creating tasks using the button attached to the nudge. This sends automated reminders and notifications to ensure promises are fulfilled on time.

3. Voice Call Nudges

• Mute Nudge: Receive a nudge when the call is on mute for a predefined duration. The nudge widget features a live timer showing the elapsed duration.

• Hold Time Nudge: Receive a nudge when the hold time exceeds a predefined duration. The nudge widget features a live timer showing the elapsed duration.

• Dead Air Nudge: Receive a nudge when there is complete silence on the call for a predefined duration. The nudge widget features a live timer showing the elapsed duration.

4. Actions on Nudges

Click buttons on nudges to execute actions such as setting reminders, selecting guided paths, choosing custom fields for intent, selecting macros, accessing knowledge base articles, and viewing similar cases.

Smart Assist

The Smart Assist widget dynamically displays recommended similar cases, knowledge base articles, and guided workflows based on the ongoing conversation. This allows agents to access relevant information with a simple click, without interrupting their workflow. Additionally, agents can use the search bar at the top of the widget to find specific cases, articles, or guided workflows by entering relevant keywords or phrases.

The Smart Assist widget offers the following features:

• Dynamic Recommendations: Smart Assist provides real-time suggestions for similar cases, knowledge base articles, and guided workflows, helping agents quickly find the information they need.

• Seamless Integration: Agents can access recommended items directly from the widget, ensuring a smooth and uninterrupted workflow.

• Search Functionality: The search bar at the top of the widget allows agents to find specific information by entering relevant keywords or phrases.

Product Catalogue

Contact center representatives interacting with customers can use the Product Catalogue widget to recommend products and manage customer interactions more effectively.

This widget offers the following functionalities:

• Recommend Products: Add products in the reply box to recommend them to customers.

• Share Complete Cart: Add a complete cart to share with the customer.

• Search Products: Search for specific products within the catalogue widget.

• Filter Products: Filter specific products within the catalogue widget.

These features are designed to improve customer engagement, boost agent efficiency, and reduce average handle time (AHT). With this upgrade, Sprinklr provides a versatile toolset for delivering superior customer service experiences.