Technology Featured Global

Sprinklr announces new features for multiple product suites, to improve omnichannel CX

Singapore – Global enterprise software company Sprinklr has announced a total of 120 new customer service and 25 new AI innovations for its multiple product suites to improve omnichannel customer experience (CX).

Sprinklr Service is a comprehensive, AI-powered contact centre as a service (CCaaS) platform that enables agents to serve customers across digital, social and voice channels seamlessly, delivering quick resolution of customer queries at lower cost of operations.

Some of the things the new features can do include predictive intelligence that analyses customer data, AI-powered quality management, complete commerce solutions for WhatsApp, amongst others.

Sprinklr’s digital-first approach, backed by a complete CCaaS offering and unified platform gives customers the confidence to make significant changes to their customer care infrastructure.

Pavitar Singh, chief technology officer at Sprinklr, said, “For more than a year, we have been working with leading organisations around the world to disrupt the traditional enterprise CCaaS market and deliver new service strategies for digital-first enterprises.”

He added, “With the ability to engage across 30+ channels, we empower customer service teams to seamlessly work across digital, social, and voice channels. Support from AI-self service tools helps brands deliver faster resolution of customer queries at reduced cost.”

Technology Featured Global

Around 60% of brands struggle with ineffective AI for customer service

Singapore – A new global study from customer experience management platform Sprinklr notes that around 60% of brands struggle with ineffective AI for their customer service, with only 22% of the respondents reporting having a complete unified customer data to be leveraged for their customer service efforts.

According to the research, 62% of brands acknowledge the inconsistencies in their digital customer communication. This includes not being able to communicate the same information and unable to stay true to their brand voice. The majority of companies are also struggling with ineffective AI solutions (60%) and insufficient resourcing (54%).

Meanwhile, 11% of the respondents admitted that they make no effort whatsoever to personalise interactions. Another 36%, meanwhile, limit personalisation efforts to referencing ‘basic profile details’ in some or all communication. 

The remaining 53% of the respondents are making strides toward personalisation, but only 12% of them are predicting customer needs and proactively tailoring interactions based on specific needs, intentions, or sentiments.

The data also notes that many global brands also suffer from insufficient insights, with 51% of them finding it hard to even capture meaningful data about customers. Furthermore, 67% of companies face difficulty analysing customer data, 64% struggle to unify data, and 63% report challenges in using data to improve customer experience operations.

Lastly, the global research also stated that several leading companies are taking a number of actions to tackle these challenges, with 53% see AI being able to power chatbots and improve customer data as a paramount focus for 2023, and more than 69% planning to invest in technology that reduces agent effort.

For Ragy Thomas, founder and CEO at Sprinklr, providing digital, personalised service is essential for companies to meet consumer expectations, adding that making these interactions more cost efficient and easier for agents is equally as important.

“The challenges uncovered go beyond customer experience and contact centre teams. Insufficient intelligence hurts the entire business. Unified insight about what customers need and how they behave, can dramatically improve how every customer-facing function– from service, to sales and marketing, to product development operates. We’d like to help brands deliver the kind of customer experiences we all deserve,” Thomas said.

He added, “While challenges persist, it’s encouraging to see how many organisations are prioritising investing in the right technology to unify customer service operations and help make their customers and agents happier.” 

The research’s respondents were composed of more than 300 global leaders in the customer contact and customer experience spaces.

Technology Featured Southeast Asia

CXM platform Sprinklr expands to SG with new R&D center

Singapore – Customer Experience Management (CXM) platform Sprinklr has announced its Singapore expansion with a new Research and Development (R&D) center to support its continued business growth.

The company said the new facility in Singapore will strengthen Sprinklr’s position as a CXM provider, affording it an expanded opportunity to support valuable brands in the Asia Pacific (APAC) region, including Samsung, Gojek, StarHub, and Changi Airport Group. 

The new R&D center adds to Sprinklr’s two other existing R&D centers, which are located in the United States and India. The new R&D center will start recruiting and investing in engineers, sales, customer success, and recruiting support across APAC.

Ang Chin Tah, vice president and head of Digital Industry Singapore (DISG), commented that Sprinklr’s expansion during these challenging times demonstrates the company’s confidence in Singapore as a strong business hub, with world-class R&D and engineering talent. 

“We welcome the addition of the R&D center to our tech ecosystem and look forward to the exciting job opportunities it will create for Singapore and Singaporeans,” added Ang Chin Tah.

Meanwhile, Pavitar Singh, chief technology officer of Sprinklr, said, “At Sprinklr, we are working to define the future of customer experience management every day. We’re thrilled to open an R&D center in a ‘forward-thinking’ city, accelerating our ability to develop visionary technologies that help brands create human experiences at scale.”

Florian Zenner, senior vice president of Sprinklr APAC and Japan, also said, “Singapore is a global hub for innovation, with world-class talent to help Sprinklr meet the growing demand from enterprise customers for advanced CXM. We’re excited about this R&D center to strengthen our relationship with the Asia Pacific and support our continued international expansion.”