Overview

Sprinklr’s Conversational AI is designed to optimise customer interactions by utilising advanced Natural Language Processing (NLP) algorithms to comprehend and engage with customers, thus ensuring efficient communication.

Conversational Agents (Chatbots)

Conversational agents, often called chatbots, are designed to simulate human dialogue. These agents can manage diverse interactions, ranging from simple inquiries to complex discussions, thereby making them valuable for brands. Conversational AI seamlessly handles information requests, assistance queries, and engagement tasks.

Furthermore, these chatbots can be built once and deployed in multiple channels (such as Live chat, social , webapp , voice) to ensure a cohesive brand interaction experience to the customers.

Underlying Technology of Conversational AI

Natural Language Processing (NLP) is at the core of Conversational AI. This technology enables AI to comprehend and interpret human language. This capability breaks down communication barriers between humans and machines.

Additionally, Conversational AI systems utilise advanced machine learning (ML) algorithms to analyse extensive datasets, identifying patterns in human communication. This continuous learning process allows the system to predict appropriate responses, ensuring fluid and natural conversations.

AI Models, Language Support, and Accuracy

Sprinklr's Conversational AI comprises of 750+ pre-built AI models, supporting more than 100 languages, and achieving an accuracy rate exceeding 80%.

Key Benefits of Sprinklr Conversational AI

• Natural language understanding (NLU)

  Sprinklr’s Conversational AI excels at deciphering customer queries by identifying their intent. Whether customers are inquiring about account balances or seeking assistance with orders, the AI takes appropriate actions based on brand configurations. It also assesses the emotional tone of inquiries, tailoring responses to match the sentiment—be it positive, negative, or neutral.

• Omnichannel deployment flexibility

  Sprinklr’s Conversational AI offers omnichannel deploymentcapabilities, allowing businesses to build their AI application once and deploy it across multiple channels—including Live Chat, Facebook Messenger, WhatsApp, Twitter, SMS, website. This ensures customer engagement across various platforms in their preferred language.

• Easy Integration with external systems

  Conversation AI can easily be intergrated with external systems such as order management systems, inventory management systems for uninteruppted customer support and experience.

• Advanced AI capabilities

  Sprinklr's AI capabilities beyond Natural Language Understanding also include - Natural Language Generation & paraphrasing, Optical Character Recognition(OCR)/Computer Vision, Unsupervised learning, Product Recommendation and Generative AI.

• Automation and simplification

  Conversational AI solution can streamline routine customer service tasks, such as troubleshooting common questions or responding to FAQs on support or sales websites. By triaging customer messages, it enhances agent productivity and improves the overall customer experience.

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• Industry specific, highly customizable AI capabilities

  Powered by NLP and advanced machine learning, Sprinklr’s Conversational AI is adept at understanding diverse inputs. The system is fueled by extensive, industry-specific historical data, making it one of the most intelligent solutions available.

• Simplified implementation

  Despite the complexity of building AI applications, Sprinklr’s user-friendly interface simplifies the process. Businesses can easily build, deploy, and maintain their Conversational AI, ensuring effective and seamless customer engagement. 

Conversational AI Use Cases

• Enhancing Customer Service and Support

  • Chatbots serve as frontline agents in customer service, greeting users and identifying the intent behind their inquiries.

• Agent Assistance

  • NLG suggested responses to help agents reply faster & ensure consistent brand response across all cases.

  • Immediate transfer from bot to agents in scenarios of customer frustration signals, explicit customer ask & fallbacks .

  • Enabling agents to solve queries first time right through suggested next best actions (nudges) & AI powered guided workflows.

• Product Support and Troubleshooting

  • Containment rate can be continuously improving by automatically finding new emerging issues by mining customer conversations using unsupervised learning

• Delivery Management

  • Bots can be integrated with Delivery Management System to answer customer’s query on real time status of shipments & deliveries 

  • Customers can locate nearby pickup outlets, where conversational bot uses device location services and geolocation APIs

• Order Management

  • Chatbots can be integrated with Order Management Systems to allow customers to easily check their order status, return an order, cancel an order or modify an order.

• HR/ITSM

  • Conversational AI can streamline HR and IT Service Management (ITSM) processes by automating tasks such as employee onboarding, leave management, meeting and appointment reminders, job searches, account management, password resets, and asset management. This automation enhances efficiency and ensures timely support, improving overall organizational productivity and employee satisfaction.