Case Study: Cdiscount achieves AI-powered customer support insights at scale with Sprinklr Service

How Cdiscount uses Modern Care to analyze customer support interactions at scale and improve the customer experience

Cdiscount, a leading French e-commerce company with millions of customers and a very high volume of support interactions across calls, social, chat, and marketplace messages, needed a way to understand customer sentiment and experience at scale. Traditional manual review could not keep up, so it turned to Sprinklr Service to analyze omnichannel support conversations and improve agent quality and customer experience.

Using Sprinklr Service and Sprinklr AI, Cdiscount transcribed and analyzed voice, chat, and social interactions, tracked themes like delivery and payment issues, and set alerts for sensitive cases and process anomalies. The results included analyzing 100% of voice calls and over 75,000 conversations within months, detecting a payment bug affecting 12,000 customers in hours instead of days, and increasing CSAT by 15% since launch.

Cdiscount

Louis Brun-Ney

Director of Customer Service