In a bid to help brands more effectively engage with customers across social channels, Sprinklr is launching a new set of artificial intelligence capabilities.
Dubbed Sprinklr Intuition, Sprinklr’s AI tool can process an average of 700 million messages per day across social channels, and it becomes smarter with each customer interaction.
According to Sprinklr, this morning’s announcement makes the company the only AI-powered customer experience management platform built to manage social channels for brands. Using the company’s AI, brands can now automate a high volume of social data analysis on more than 25 channels, including Facebook, Instagram, and Twitter.
The launch of Intuition comes just one year after the company announced a shift in focus from pure social signals to customer experience management. Sprinklr now works with some of the largest clients around, including Philips, Nasdaq, NASA, and the Transportation Security Administration.
With Intuition, Sprinklr is relying on AI to interpret and classify inbound messages on social media, as well as track sentiment and mentions.
The challenges surrounding social media monitoring for enterprises have grown sharply in recent years, as Americans spend a greater share of their time on social channels like Facebook, Twitter, Instagram, YouTube, Snapchat, and LinkedIn. According to a 2018 survey by Pew Research, roughly three-quarters of the public uses more than one social media platform. The typical American uses three sites on a regular basis, with younger adults using an even greater number. As consumers post more content across a wider number of sites, the complexities of managing those channels for brands and enterprises, and keeping track of what needs attention and when, increase exponentially.
“This trend has translated to a huge increase in inbound messages that today’s brands must manually identify, sort, and route before deciding how to respond,” says Paul Herman, vice president, product marketing and education, at Sprinklr. “As a result of this manual process, brands often end up missing important customer requests and important issues.”
What separates Sprinklr Intuition from competing platforms is its use of AI. Herman says Sprinklr Intuition Moderation can automatically interpret and classify inbound social media messages to show which require attention and which do not. It also sorts messages into categories such as questions, complaints, brand affirmation, and sales opportunities, then routes each message to the appropriate team.
“This capability has helped one of the largest telecom companies in the world dramatically reduce the time spent triaging messages, which increased the team’s bandwidth to deliver more one-to-one customer engagements,” he says.
Intuition is also providing a way for Sprinklr to tackle the very real problem of social media crises. Using Intuition Smart Alerts, brands can get accurate social listening notifications by identifying anomalies in the social conversation. The tool also leverages AI to recognize patterns in message volume and sentiment and then flags any abnormalities.
“In contrast to static social alert thresholds, the dynamic thresholds … reduce false alarms and provide early warning for both viral content and brewing crises,” Herman says.
The release of Sprinklr’s AI solution is especially timely given Gartner’s newly released estimates on the projected value of AI. According to the research firm, AI will be worth $1.2 trillion to the enterprise this year, an impressive 70% increase from 2017.
“Over the next few years, bots will not replace everything and everyone, but AI will automate more manual processes and significantly help specific departments such as customer care,” Herman says. “In the future, using AI, a growing number of brands will start to deploy chatbots as their first line of contact with customers.”
By getting out ahead of competitors and introducing AI technology today, Herman believes Sprinklr is setting itself up to become the most powerful resource for social media management and customer experience management.
“The launch of Sprinklr Intuition reinforces Sprinklr’s mission to help brands create more human experiences at scale, and positions Sprinklr as the world’s leading customer experience management platform,” he says. “With Intuition, brands now have a set of AI capabilities that tackle the biggest social media challenge facing brands today—managing a growing number of digital interactions to deliver better, more personal, more seamless experiences for every customer.”
Stephanie Miles is a senior editor at Street Fight.