Of the many potential use cases a company may have for AI, one that is easy to implement and delivers impact is monitoring conversations on social media channels.
Think about that challenge: There are dozens of active social media channels, including email services and contact centers. Customer feedback — both good and bad, and often unstructured — exists on all of them. Prior to AI, it was incredibly time-consuming to get anything other than a snapshot of the voice of the customer.
Now, AI models can find customer sentiment and emotions about specific products across a range of social channels. The new problem: too much data. That’s why an intelligent customer experience (CX) platform is required to find only those conversations that really matter to your company.
That’s what Microsoft and Uber have done, using AI-infused solutions from Sprinklr to glean insights into their corporate priorities and new products while saving significant time in finding valuable nuggets of customer feedback.
Microsoft mines social intelligence
Microsoft’s Social Intelligence Practice (SIP) team, which sits within the company’s market research organization, is charged with informing marketing and development decisions. The team is focused on turning social listening into social intelligence, with research methodologies that look beyond brand mentions. It seeks to unearth insights that are critical to the decision-making process of teams across the organization.
As part of its mission, the Microsoft SIP team implemented Social Listening, part of the Sprinklr Insights product suite. Backed by powerful AI capabilities and a comprehensive data set, Social Listening enables the SIP team to uncover conversations that help it understand customer product perceptions and challenges.
One of the early use cases for Microsoft was helping it define what customers wanted when it came to hybrid workspaces in the immediate aftermath of COVID. Starting with a broad set of mentions across social channels, the SIP team used features within Sprinklr’s Social Listening dashboard to highlight specific insights that define what hybrid work meant in the minds of social users.
For example, the team learned that the term hybrid work had become synonymous with flexible work. That, in turn, helped inform content creation for the Microsoft thought leadership team and define Microsoft as a leader in the flexibility space.
For new-product launches, Social Listening enables Microsoft to pinpoint which new features customers are most excited about. It can draw on numerous sources, such as product reviews, which help complete the customer sentiment picture for more mature products such as Microsoft Teams.
Sprinklr Social Listening has also increased productivity for the SIP team. In its first year, Sprinklr pulled in 8.6 billion listening mentions and enabled a 100% increase in the number of projects the SIP team executes for Microsoft stakeholders.
Uber finds success with AI
Uber is another company that has seen success with Sprinklr products. It first implemented Sprinklr Social in 2014 and has been expanding its use ever since. In 2018 it added Sprinklr Insights to enable its rapid response care team to proactively listen for critical safety concerns across digital and social channels.
Today Uber is using Sprinklr AI to triage and respond to the company’s massive volume of inbound customer service requests. Sprinklr AI identifies the most important inbound messages — among the millions Uber receives each year — across Facebook, X, and Instagram. It complements Sprinklr Service, which helps more than 1,000 Uber agents around the globe provide immediate proactive customer service at scale.
Productivity is another bonus, as Sprinklr has reduced the average case handle time for agents by nearly a minute and a half and reduced Uber’s first-response time by 33%.
Learn how Sprinklr can help you employ AI to glean valuable insights from all your social and CX channels.