The roles of marketing and customer service teams are pivotal to a company's success in today’s competitive landscape. They both circulate around what matters the most to company success, and that is the customer.
Marketing teams oversee creating brand awareness, reaching potential customers and driving sales. You can say they are the architects behind captivating advertising campaigns, engaging content and data-driven strategies that attract new customers and maintain a loyal customer base.
Customer service teams, on the other hand, are the frontline warriors in ensuring customer satisfaction and retention. Their ability to promptly address inquiries, resolve issues and provide a smooth customer experience can make or break a business. Satisfied customers are more likely to become brand advocates and loyal patrons, driving repeat business and positive word-of-mouth referrals.
With that said, both roles can be stressful. Common reasons between the two are lack of training, frequent deadlines, repetitive tasks that are mind-numbing and inadequate resources. What companies need to do to alleviate some of that stress is introduce AI. For marketing teams, as an example, AI empowers data-driven decision-making by analyzing vast datasets to extract customer insights, enhancing personalization efforts, and predicting market trends. Customer service teams also find value in AI through chatbots and automated ticket routing, which improve efficiency and response times.
To help bring AI into a company’s front office, Sprinklr, the unified customer experience management platform for modern enterprises, announced the company’s latest platform release (v. 18.8). With the release of 18.8, the proprietary Sprinklr AI+ platform now integrates with Google Cloud’s Vertex AI and OpenAI’s GPT models and is now generally available to all customers.
Release 18.8 brings in over 700 new features and enhancements across the four core Sprinklr product suites: Sprinklr Service, Sprinklr Insights, Sprinklr Marketing, and Sprinklr Social.
Sprinklr Service made advancements with the integration of generative AI capabilities, particularly in enhancing contact centers. These innovations include an AI-powered insights hub that automates report analysis, identifies key insights and recommends actionable steps. Quality management benefits from generative AI, enabling the automatic creation and configuration of quality scoring parameters. Conversational analytics 2.0 introduces a generative AI model that excels in pinpointing contact drivers and hidden issues in customer-agent interactions, while Conversational AI+ powered by generative AI enables dynamic and natural virtual assistant conversations.
Additionally, video commerce features empower agents to personalize shopping experiences during video calls, and a workforce management solution offers real-time updates on agent adherence and flexible scheduling options based on agent preferences through shift bidding.
Sprinklr Insights offers improved actionability, expanded channel coverage, and enhanced workflow capabilities. The AI-powered insights assistant is a beacon of efficiency, providing root cause insights and actionable recommendations. Generative AI steps in for automatic summarization, condensing conversations into AI-powered summaries to spotlight crucial information and reduce the need for exhaustive content review. Additionally, Release 18.8 expands source coverage to capture conversations and user-generated content from major Chinese social apps, including Sina Weibo, Xiaohongshu and Kuaishou.
With Sprinklr Marketing, campaigns are poised to engage audiences more effectively than ever before. Effortless Ad Content Creation harnesses the power of AI+ integrations to generate engaging ad content at scale. Dynamic Content Adaptation allows seamless modification of existing content, tailoring it to specific needs. Streamlined UTM Tracking simplifies tracking for non-social content, enabling the creation of customized UTM forms and links within the Sprinklr platform. Optimized Google Discovery Ads management takes center stage, offering end-to-end control and monitoring within Sprinklr.
In Sprinklr Social, governance takes a leap with new channel integrations, privacy settings, and admin configurations. A new Slack integration enhances social team collaboration by allowing the management of Slack messages within Sprinklr alongside other platforms. Automated video optimization is introduced, simplifying the process of preparing and publishing video content across various channels, reducing manual effort and enhancing engagement.
“With Sprinklr AI+, our more than 1,400 enterprise customers can increase productivity, boost the quality of insights, and drive automation across their front office functions,” said Sprinklr Founder and CEO Ragy Thomas. “Sprinklr’s ability to seamlessly integrate with customers’ own models, create new ones, or integrate with Sprinklr AI+ gives customers choice and access to the latest generative AI technologies.”
Release 18.8 represents a comprehensive evolution across the Sprinklr ecosystem. Sprinklr AI+ is a flexible AI-everywhere offering that integrates Sprinklr’s specialized AI models with generative AI capabilities to drive higher productivity, better decision-making and more seamless experiences from customer-facing teams.
Edited by
Alex Passett
