Check out Sprinklr’s Winter '23 release.

Now you can embed Knowledge Base and step by step automated troubleshooting workflow right inside Live Chat. Use this to surface relevant Knowledge content, announcements, and troubleshooting guides to visitors on websites and apps to help them resolve their query on their own.

In chat conversations, customers can now grant agents full device co-browsing access instead of being restricted to sharing only a single browser tab. Additionally, video calls now come with transcripts, making them more accessible. Also, agents are now able to delete messages within a conversation to eliminate unwanted content.

You can now create multiple sub-cases associated with the primary customer support case/ticket when several teams need to be involved in resolving a customer complaint.  Each sub-case can be assigned to the relevant team to ensure smooth collaboration. The progress of these sub-cases can be monitored and tracked using relevant SLA and response metrics.

In addition to AI generated Quality Scores, you can now see the factors that contribute to each score, as well as any recommendations for correcting or improving it. This can help you identify opportunities for agent coaching based on automated audit of 100% of conversations across all channels.

Integrate and add product cataglogues on your WhatsApp Business account to allow customers to search products and add them to their carts. Use Sprinklr Conversational AI to make product recommendations and facilitate cart management and purchases without leaving WhatsApp.

Obtain actionable insights on bot performance, errors and areas of improvement by analyzing detailed bot debug logs. Use these logs to take corrective measures to enhance Intent accuracy, troubleshoot API integrations and reduce fallbacks.

Supercharge your Meta campaigns with Advantage+ Shopping campaigns that give you more control over levers such as creatives, targeting, placements and budget, for simplified campaign management and more effective targeting and optimization.

Leverage Dynamic Image Templates for faster image creation on the go, to drive agility in testing and iterations, and bulk creation of ads. Execute timely, personalized and visually compelling ad campaigns at scale, in faster cycles and at lower creation costs.

With the enhanced Editorial Calendar experience, view and manage your campaign plans in yearly and quarterly views, with clear visualizations of the hierarchy and associations between events, campaigns and sub-campaigns.

In accordance with accessibility guidelines for web applications, Distributed users will now be able to perform actions like opening assets in assets board, or opening detail pane for message or case with a single click instead of double click.

Agents can now view all the attachments in the case conversation in a single pane instead of combing through the entire conversations. Attachments Tab will display all the attachments (Photos, Videos and other documents) and help simplify agent experience.

Agents can now filter articles by category and maximize the third pane view. Moreover, they can seamlessly switch between available translations and navigate to the editor directly from the third pane for better collaboration.

Users can now configure an alert from a widget as. All ‘data filters’ governing the widget will be retained in the alert configuration to ensure only relevant alerts. Users will also have access to Smart Alerts, Volumetric alerts, and Scheduled reports (wherever applicable) directly from the widget. The revamped flow of the Alert forms will help reduce the time to configure an alert. The new forms also include a ‘conversation preview’ to understand the data triggering an alert. The revamped alert emails will pinpoint the most important insights in case of a crisis event. More customizations, such as the ability to set smart alerts on long term trends, ability to control the number of email alerts, and the ability to switch to summary reports, will help in further expanding the scope of customizability of alerts.

Users can now see a list view of dashboards & folders with advanced search, filtering, grouping & searching capability. Users can perform the bulk actions on a set of dashboards & folders. Moreover, users can change the list view to card view using a simple toggle, which will enable them to easily manage the dashboards and folders from the homepage itself.

Improves user experience while engaging with and viewing logos with the ability to view main variants of the logo, topics associated with the photo brand, search sort and filter logos and more.

Users can now create insights from any listening widget and access these insights in a single feed, for better actionability and collaboration.

Users can now pin one or multiple rows in a cross-tab or a table widget, so that pinned rows stay on top for easy access.This upgrade will be available shortly after the Winter ‘23 Release.