Sprinklr | Integration with Yuma AI
Sprinklr is an enterprise customer experience platform built on a single codebase with unified AI across its product suites: Service, Marketing, Insights, and Social. Sprinklr Service, the customer support product, brings voice, email, live chat, SMS, and 30+ social and messaging channels into one unified agent desktop. The platform includes omnichannel case routing, a knowledge base with self-service portals, community forums, and guided workflows. Sprinklr is used by enterprise brands including Microsoft, Samsung, Nike, McDonald's, and Verizon.
Yuma & Sprinklr
Yuma integrates with Sprinklr to automate support across your ecosystem. The integration enables Yuma to read and understand incoming customer tickets, send replies autonomously on behalf of your brand, and continue multi-turn conversations until the issue is resolved or escalated to a human agent with full context.
Beyond replying, Yuma can automatically apply tags to tickets, set custom ticket fields using static or AI-determined values, and update ticket subject lines. Yuma handles tickets from email, chat, and other channels routed through Sprinklr. It can also trigger internal Yuma workflows at key moments - on reply, on escalation, and at other stages of the ticket lifecycle.
Key Features of Sprinklr
Unified Agent Desktop
Sprinklr's agent desktop gives representatives a single interface for handling cases across voice and 30+ digital channels. Agents see a 360-degree view of each customer's activity, case history, CRM data, and survey results without switching between tools.
Omnichannel Routing
Incoming cases are classified by intent, urgency, and sentiment, then routed to agents based on context and required skill set rather than simple queue order. Routing rules can be configured around channel, priority, and agent availability.
Knowledge Base and Self-Service
Sprinklr includes a knowledge base that serves both agents and customers. Articles can be published to a public-facing self-service portal and are also accessible to agents inside the console during conversations. The platform also supports community forums where customers can find answers from other users.
Reporting and SLA Tracking
Sprinklr provides real-time dashboards covering case volume, agent occupancy, queue performance, and SLA adherence. The analytics layer includes 5,000+ metrics, and supervisors can drill down by agent, team, region, or product.
Guided Workflows
Sprinklr lets you build interactive step-by-step workflows that guide customers through common issues like returns, account changes, or troubleshooting. These workflows can be deployed across the knowledge base, community forums, and chatbot channels.
Why use Sprinklr?
30+ Channels in One Desktop
Sprinklr natively supports voice, email, live chat, SMS, social media, and messaging apps like WhatsApp in a single interface. Agents don't need to switch between separate tools to handle different channels.
Built for Enterprise Scale
Sprinklr is designed for large, multi-brand, multi-region operations. It serves more than half the Fortune 50 and supports teams that handle high case volumes across multiple languages and geographies.
Part of a Larger CX Platform
Sprinklr Service is one of four product suites on the same platform, alongside Marketing, Insights, and Social. Data is shared across suites, so customer context from marketing or social interactions is available inside the service console.
Getting Started with Sprinklr
To get started, visit the Sprinklr Service product page for an overview of plans and features. For documentation and setup guides, check the Sprinklr Help Center.
