Sprinklr’s unified Knowledge Base helps you deliver a superior self-help experience across the digital channels customers prefer — reducing agent contact volume and empowering customer service teams to leverage proven, consistent information to drive faster resolutions.

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You can effortlessly create and manage your knowledge repository using Sprinklr's robust knowledge base builder and empower customers to serve themselves with an SEO-optimized public-facing knowledge base on your website, app, or community.

At the same time, agents can reduce resolution time and improve CSAT by using AI-powered Smart Comprehend that suggests the most relevant articles directly within an integrated, omnichannel Care Console.

You can also create comprehensive custom reports to gain actionable insights into content performance based on user activity (views, traffic, feedback, etc.). For more information, see Reporting on Knowledge Base.

Use cases of Knowledge Base

Self Service for Customers

Help customers help themselves! Give customers the freedom to easily find answers to common queries on a customizable self-service portal with ticketing, live chat, and multilingual support, without the need to contact your support team every time.

Centralized knowledge for Agents

Empower your customer service agents with AI-recommended articles directly in their console. These articles are based on the context of ongoing customer conversations and include relevant excerpts that can be easily copied and pasted as answers.

Make your bots smarter

Integrate your knowledge base with conversational bots to ingest and transform your existing content into messaging-ready answers and seamlessly answer consumer questions in rich, automated conversations.

Help content on Chat

Increase your deflection rate by surfacing self help content in the live chat interface itself. Nudge website visitors to use FAQ articles and resolve queries on their own before initiating a conversation.

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