Sprinklr recently introduced a suite of AI tools aimed at enhancing marketing and customer service integration. Key offerings include Sprinklr AI Agents, a low-code platform for agent development; Sprinklr Copilot, which assists customer service agents with contextual support; and AI Customer Feedback Management tools for analyzing customer insights from multiple channels. Additionally, a telephony feature for their contact center-as-a-service (CCaaS) is set for release in November. Looking ahead, Sprinklr will roll out workforce management tools in January to streamline collaboration between human and AI agents. With rapid adoption of AI in customer service, as noted by VP Abhishek Priyam, the company is focused on custom solutions for various industries. Despite the potential for improved collaboration between marketing and service, challenges remain in data access and operational digitization, as highlighted by industry experts. These advancements were showcased during Sprinklr’s recent CXUnifiers event.
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