Introduction To Sprinklr’s Agent Desktop

Empowering agents is the key to having a delightful customer experience. Sprinklr’s Agent desktop is a one-stop shop to help your agents deliver the best customer experience and fastest customer query resolution. Agents no longer need to switch screens/systems and handle multiple tabs/logins or countless documents. The Agent Desktop instead pulls the most relevant contextual information in real-time on-demand so that agent never has to leave Sprinklr or switch tabs. It provides a comprehensive and detailed view of messages and cases, with full conversation history and all the relevant details in a consolidated view thus helping to streamline the customer care experience in a very simplified manner. The result is increased agent productivity with lower AHTs and higher SLAs. Further resulting in Improved CSAT and lower costs for the brand.

Why is Agent Desktop Critical for Brands?

Agent desktop is the tool via which brand agents interact with the customers to ensure a good user experience for the brand agents and end customers. Automation and AI features play a key role in reducing SLAs, giving clarity to agents, solving customer queries faster, reducing costs for the brands, and improving CSAT.

Key Features of Agent Desktop

• Manage Cases across Channels → With agent desktop, all the queries across Social (Facebook, Twitter, Email, WhatsApp, etc), Digital, and Voice channels can be pulled in Sprinklr with full visibility of conversation, historical cases and customer data. Moreover, based on intent, message type and channels, cases can be assigned to the relevant agents based on the best skill matching and available capacity.

• Handle Multiple Cases with ease → Cases can be assigned to agents and sorted based on the priority and intent of the customer’s message so that urgent queries/cases can be picked first and quick resolution can be provided.

• Solve queries faster with AI features → AI features such as Smart Assist, Smart Responses, Response Compliance helps not only in solving the queries faster but also ensures agents to deliver the most relevant response to customer faster, thus increasing the overall CSAT score.

• One stop shop (All information in one screen) → Agent desktop fetches the most relevant information in real time from all relevant systems so that Agent does not need to switch screens, handle multiple tabs/logins.

Top Agent Desktop Features that helps agent to solve queries efficiently and effectively

• Omni-channel Console : Agent can handle cases across all channels from a single screen. Agents can move across cases as needed and can seamlessly switch channels for a common profile on the same case from the omnichannel reply box.

• Agent Desktop Builder : Builder empowers customers to create a specialized layout as per the need of each group of agents. Move away from one size fits all and instead craft the most optimum layout for each agent persona. Using the builder, brands can tailor layouts, widget placements, individual widgets, and can continuously improve as per feedback and performance.

• Widget Library : Widget library enables Supervisors to easily choose relevant widgets for their agents and place it according to the usage. Standard widgets are available out of the box and can help significantly reduce setup time. These widgets include the most used widgets like Case History, Case Details, Collaboration, Case Summary, etc. This will increase agent’s satisfaction as the important and crucial information will be visible upfront without scrolling through the screen.

• Custom Widgets : Different types of widgets can be imported to ensure that agents get the most important information at the right time using internal/external systems.

1. Create custom Sprinklr widget

2. Import external widgets

3. iFrame based

4. API based

• Guide agents with predefined guided paths : Guided Workflows can be created to help agents locate the appropriate answers step by step. Each Workflow can have multiple answers so that agents can select and send the most suitable one. This leads to decreased FRT and CRT of agents by quickly finding the information they want to provide to customers.

• Internal Collaboration : With Internal Collaboration feature, agents can easily seek help from their colleagues/Team leads by simply tagging them on respective cases. They can contribute collectively within the conversation by exchanging responses and feedback that results in quicker resolutions, increasing overall efficiency.

• Multilingual Support : Sprinklr’s unified agent desktop supports multiple languages to guide agents sitting across geographies.

• Canned responses to reduce CRT : Predefined/Canned responses helps agents to choose the response in just one click. If required, they can make quick modifications and publish responses within seconds to ensure smooth and stellar customer experience.