Sprinklr Service
Reimagine every support conversation with AI that understands and unifies CX.
Executive Summary
Sprinklr Service is an AI-native contact center solution designed to deliver exceptional customer experiences across 30+ voice, social, and digital channels from a unified platform. It empowers support teams with AI-driven insights and assistance, enabling faster resolutions, improved agent productivity, and reduced operational costs for large enterprises. Its differentiation lies in its AI being built into the platform's foundation, providing a truly unified and seamless customer experience management (CXM) approach.
Use Cases
- Automating routine customer inquiries and FAQs across digital channels.
- Improving agent productivity and efficiency through AI-driven assistance and unified desktops.
- Delivering consistent and personalized customer support across 30+ digital and voice channels.
- Analyzing customer sentiment, intent, and trends to gain actionable insights for service improvement.
- Enabling robust self-service options for customers through knowledge bases and community forums.
- Reducing operational costs in contact centers by deflecting simple queries and optimizing agent workflows.
Features
Visibility
- Unified Agent Desktop: Provides agents with a 360-degree view of every customer, full query context, and knowledge base access on a single screen for faster resolution.
- Social Listening & Monitoring: Monitors brand mentions, keywords, hashtags, and sentiment across social platforms, blogs, and forums in real-time to track conversations and trends.
- Conversation Analytics: Analyzes 100% of customer interactions across all channels to identify trends, sentiment, and agent effectiveness, providing deep insights into CX.
- Performance Dashboards: Customizable dashboards to visualize key customer service metrics, agent performance, and operational efficiency across the contact center.
Intelligence
- AI Agents & Chatbots: Deploys autonomous AI agents to instantly complete routine tasks, handle FAQs, gather context, and provide consistent, scalable support in brand voice.
- Agent Copilot: Empowers agents with real-time GenAI support for instant case summaries, customer insights, resolution suggestions, and automated workflows.
- Omnichannel Routing: Uses AI to automatically classify incoming queries by intent, urgency, and sentiment, then routes them to the best-suited agent based on skills and context.
- Conversational IVR & Voice Bots: Guides callers using natural, voice-based interactions, automating intent recognition and collecting context before seamlessly transferring complex queries to agents.
- Knowledge Base for Agents: Provides agents with ready-to-use answers and AI-powered search and recommendations to improve first-contact resolution and reduce handle times.
Support
- Self-Service Portals: Empowers customers to find answers instantly with a connected, AI-powered knowledge base and community forums across search, websites, apps, and bots.
- Guided Workflows: Offers step-by-step instructions built into GenAI bots and the Unified Agent Desktop to effortlessly troubleshoot complex issues and ensure consistent processes.
- Customer Success Management: Provides dedicated customer success managers and support resources to ensure optimal platform utilization and achievement of business objectives.
Technical Specifications
- Architecture
- Cloud-native SaaS, Unified-CXM Platform
- Deployment
- Cloud/SaaS
- Authentication
- SSO, SAML 2.0, MFA, OAuth 2.0
- API Available
- Yes
- MCP Server
- Yes
Infrastructure
- AWS
- Azure
- GCP
AI/ML Stack
- NLP
- NLU
- Machine Learning
- Computer Vision
- ASR
- TTS
- LLM
Security & Compliance
Certifications: SOC 1 Type II, SOC 2 Type II, SOC 3, ISO 27001, PCI-DSS, FedRAMP, HIPAA
Encryption: AES-256 at rest, TLS 1.2/1.3 in transit (2048-bit RSA public key for forms, AES-GCM 256-bit for recordings)
Pricing
- Model
- Tiered subscription, Custom enterprise
- Starting Price
- Contact sales
- Target Customer
- Mid-market to Enterprise, Fortune 500 companies
- Contract Type
- Annual, Multi-year discounts available
- Free Trial
- Yes, Custom demo (credit card required)
Ratings & Reviews
G2: 4.3/5
About Sprinklr
Sprinklr is an American software company that provides an AI-native platform for Unified Customer Experience Management (Unified-CXM). It empowers brands to deliver extraordinary experiences at scale across every customer touchpoint, unifying fragmented teams, tools, and data.