Smart Comprehend, driven by Sprinklr AI, comprehends the case conversation and suggests the most relevant information extracted from the approved articles within the Knowledge Base section of the Smart Assist tab in Agent Console and Care Console. Agents can quickly refer to the information extracted from the articles and also share the URLs of the articles with the customers.
Use cases of Smart Comprehend
Decrease agent training time by providing them with the relevant knowledge base articles.
Reduce cost per contact by speeding up interactions with the customers.
Increase customer satisfaction and net promoter score with timely, accurate case resolutions.
Faster onboarding of agents as they get real-time assistance via AI.
Note:
To learn more about getting this capability enabled in your environment, please work with your Success Manager.
You can also deploy multiple smart comprehend models based on the Case Custom Field Values. For example, you can show article recommendations based on the agent’s region when multiple regions are supported in a workspace and each region has a different set of Knowledge Base articles. To get this capability enabled, reach out to support at tickets@sprinklr.com.
You can also leverage articles within Sprinklr that currently exist in an external system. Easily import/migrate knowledge base articles in Sprinklr with standard integrations available with systems such as Zendesk, Freshdesk, Salesforce, ServiceNow, Microsoft Dynamics & Intercom. You can also schedule to sync external articles into Sprinklr at a regular interval. For more information, reach out to support at tickets@sprinklr.com.
Before you begin
To view the recommended articles in Agent Console and Care Console, a user must have the View permission under Knowledge Base.
