Sprinklr Launches AI-Based 'Intuition'

In the US, customer experience management (CEM) platform Sprinklr has launched a set of proprietary artificial intelligence capabilities called 'Intuition', to help brands monitor and manage their digital interactions with customers.

Sprinklr offers social media marketing, advertising and monitoring, as well as content management, collaboration, and advocacy to help brands reach and engage with their customers on Facebook, Twitter, and more than 23 other social media channels. The new package currently comprises 'Intuition Smart Alerts' and 'Intuition Moderation' - both of which learn to recognize patterns in social media data and become 'smarter' with every customer interaction.

Intuition Smart Alerts set dynamic thresholds to automatically alert a team when sentiment or mentions rise or fall. Users can set thresholds for volumetric and sentiment-based alerts, so that they receive early warning of viral events and potential crises. This capability is currently for Twitter data but will soon add other channels. The second component, Intuition Moderation, helps brands automatically interpret and classify inbound messages to show which require attention and which do not. Messages can be categorized by inquiry, complaint, brand affirmation or purchase intent, and routed to the appropriate team for action. This capability can process social media data from any channel.

Commenting on the launch, Grad Conn (pictured), recently appointed Chief Experience and Marketing Officer, said: 'Today, it's normal for people to expect a 1:1, personalized relationship with a brand across every social media channel, but it's impossible for brands to meet that expectation if they're manually identifying, sorting and responding to social media messages. And when it comes to recognizing and managing an emerging crisis across social channels, every moment counts. With Intuition, Sprinklr is addressing these challenges by delivering practical artificial intelligence capabilities that help brands save time and focus on what's important - increasing the number of valuable human to human connections'.

Web site: www.sprinklr.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.