Elevating customer service with AI-guided workflows for more efficient and personalized support.

Agent Assist

Overview

Sprinklr is a comprehensive social media management and customer engagement platform used by businesses to streamline their social media operations. This case study emphasizes the integration of guided workflows in Sprinklr's Care product, encompassing both administrative and agent personas.

Aim

Aim was to devise a design solution that not only enhanced efficiency but also tackled the multifaceted challenges in customer support, thereby elevating user satisfaction and the overall customer journey.

Team and Duration

Myself + Principal Designer + Product Manager | Oct 2022-Jan 2023

User Goals

  • Efficient Issue Resolution

  • Enhanced User Experience

  • Product Knowledge

My Role

Product Designer

Business Goals

  • Improve Customer Satisfaction

  • Boost User Engagement

  • Increase Product Adoption

Problem

Agents (Users) :
Sprinklr customer support agents faced challenges in handling a high volume of customer inquiries efficiently. Manual tasks consumed valuable time, leading to delayed responses and customer dissatisfaction.

Administrators:
When designing components in the screen builder (backend), the absence of templates can result in inconsistency when different users create screens. This can result in vulnerability of brand consistency

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