Case Study: Ecommerce Retailer achieves faster customer service and higher agent productivity with Sprinklr

Middle Eastern retailer supercharges customer service and agent productivity with generative AI

An Ecommerce Retailer in the Middle East wanted to replace four separate tools for voice support, chatbots, social media, and customer support tickets with one unified platform. The company also needed to improve customer experience and agent productivity by using AI and automation to reduce average handling time, shorten case resolution time, and increase efficiency across all regions.

Sprinklr implemented its Unified-CXM platform and launched Sprinklr Service in less than eight weeks, with Sprinklr AI+ helping agents draft, translate, and refine responses in real time. Within ten days, agents were spending less time on writing and translation and more time on complex customer issues, improving productivity and response quality; the retailer also became the first in the Middle East to use Sprinklr AI+ in customer service.