GUIDED WORKFLOWS

Reduce costs and resolution time with Guided Workflows

Effortlessly design and set up workflows across your conversational bots, live chat and agent desktop.

Deliver exceptional customer self-service experiences and improve agent productivity

Simplify issue resolution and discovery of answers with seamless, step-by-step guidance for agents and customers.

Enable consistent self-serve experiences across channels

Build guided workflows once and scale their use across communities as well as knowledge base for AI-powered bots across channels.

Design agent experiences without coding

Leverage a no-code drag-and-drop interface to easily design and modify agent UI and workflows.

Identify customer issues and guide agents for faster resolutions

Use AI-powered intent analysis to identify customer intent and issues across channels. Recommend appropriate agent actions with guided workflows to drive efficient and accurate resolutions.

Scale guided workflows across multiple languages

Never build the same guided workflows twice again! Reuse workflows by allowing configurators to download the source file and simply fill in the required translations across languages.

WHY SPRINKLR

The power of our unified platform

Seamlessly deploy multilingual guided workflows across all your customer-facing channels and agent desktop.

Unified platform architecture

Build guided workflows using the same building blocks as contact routing, ensuring that all customer context from an interaction is passed on from IVR and chatbots to the agent.

Interactive drag-and-drop interface

Design guided workflows for complex conversation scenarios and create a dialog builder within a low-code platform, leveraging readily available building blocks.

Customizable styling

Ensure a consistent and engaging user experience by customizing the visual appearance of guided workflows to align with your brand's identity.

Ticket creation with webforms

Enable collection of all necessary customer information and create tickets in a structured manner.

Off-the-shelf integrations

Make use of over 50 out-of-the-box integrations to gather customer information, initiate real-time API calls to CRMs, and facilitate communications via the customers' channel of choice.

Frequently asked questions

What are guided workflows?

Guided workflows streamline and automate business processes, guiding agents and customers through self-service journeys to enhance satisfaction and efficiency. By providing seamless, step-by-step guidance, they simplify issue resolution and facilitate the discovery of answers for both agents and customers. This helps everyone get the help they need without confusion, making the whole service experience better and more efficient.

What are the key capabilities of guided workflows?

The key capabilities of guided workflows include:

Interactive drag-and-drop builder: They help carry customer information and context from IVR and chatbots to agents, just like routing calls, for smoother interactions.
Customizable styling: You may customize guided workflows to match your brand, enhancing user experience and ensuring visual consistency across customer interactions.
Ticket creation: Workflows also help you with customer details through web forms to create organized tickets, streamlining information gathering for efficient resolution.
Pre-built integrations: You can leverage multiple ready-made integrations for customer data collection, real-time CRM API interactions and communication across preferred channels.

How do guided workflows improve customer service?

Guided workflows dynamically adapt in real-time, pulling data as needed to keep both agents and customers informed with the latest and contextual information. This ensures every interaction is relevant and grounded in the current context.

Guided workflows enable agents to ask targeted questions to customers and recommend pertinent actions — making customer interactions smoother and more intuitive. Since they're easy to set up and adjust, they also cut down on training time for agents, allowing them to spend more time-solving customer problems instead of searching for information. With all necessary details in one place, the resolution time drops, and the consistency and quality of responses improve, aligning closely with brand standards.

Can guided workflows integrate with existing enterprise systems?

Yes, guided workflows can integrate with existing systems. For instance, Sprinklr’s guided workflows integrate information from 50+ software, initiate real-time API calls to CRMs and allow communications via the customer’s channel of choice. This capability ensures that your guided workflows can work in conjunction with your company's current technological ecosystem, improving data flow and interaction quality. Try it now for free!

What are the benefits of using guided workflows for businesses?

Here are some of the benefits of using guided workflows for businesses:

Scalable self-service: Facilitates consistent customer self-service across channels, expanding reach without added complexity.
Real-time assistance: Tailors workflows to specific agent expertise and customer service scenarios, enhancing targeted support and efficiency.
Faster issue detection: AI-powered intent analysis improves issue identification, guiding agents toward quicker, more accurate resolutions.
Standardization: Ensures uniform responses and adherence to regulations company-wide, ensuring standard service quality.
Training efficiency: Streamlines new agent training, cutting down the learning curve to quickly reach full proficiency.
Global application: Supports workflow scalability across languages, simplifying global expansion without the need for redesign, thereby saving time and resources.

Experience the simplicity and precision of Sprinklr’s Guided Workflows: tailor-made, intuitive support paths that improve efficiency and customer joy without friction. Get a demo built for you.

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