Austin Cole: Hello, thanks for taking my question. So on Sprinklr Service, it sounds like customers are seeing pretty meaningful productivity improvements. I’m wondering if you could walk through how does Sprinklr Service handle automated call deflecting and routing to agents? Just maybe so investors can better understand kind of the technical pieces here. And how are those functions different from other CCaaS solutions? And how are customers benefiting? Anything there? Thanks.
Ragy Thomas: So, Austin, thank you for that question. I really mean it. Because I think when you see it action, it actually, it just changes our perspective. I’ll tell you the story of, you remember the big bang we talked about, right, one of the, I think the fifth largest bank that was one of our first CCaaS implementations, 15,000 agents. I met with the CEO, and they did a live demo for me. Put the phone on the table and just dialed out 1,800 banks, what you get when you call a big bank, press 1 for credit cards, press 2. And after they finished implementing Sprinklr, for the most part, the question on the other side that the system poses, how can I help you? And you just say, I want to know my credit card balance. And then the follow-up question is, can you please put in your security code we will recognize your phone number?
And literally, you could just continue the conversation. And there are, I don’t know, 100-some journeys that they’ve identified, some of 50% to 80% of that as we connect to more internal systems have been automated and the credit card balance inquiry is something that is automated. So literally, you now have an experience where it’s very unlike a traditional experience where we’re routing and calling. And on the back end, if you did ask a question like I want to change my credit limit that would go to a human, but we already understand from your speech and your text and your voice that what you want to do, so we know where to send you. And then we use smart AI to find the best agent who can do that. And because you can do it across channels, let’s say, you request a credit limit increase the bank before you had Sprinklr, if that request was on the phone, they could ask you, hey, can you just send me a proof of your salary increase, blah, blah, blah, and you send it and get it done.
But if that came on the phone on a Friday or a Sunday night, if that came on e-mail on a Sunday night, the agent that had an e-mail console, remember, before Sprinklr these consoles were all different, right? And they were logging into eight screens. The agent will reply back via e-mail saying, hey, can you send me a proof of your income? And that e-mail, you go to work and you reply back five days later, the SLA for the same call driver on e-mail was dramatically different than if it were on the phone. And with Sprinklr, the agent who’s responding an e-mail because it’s an omnichannel console, just switch on coal and calls the customer. And those are the kind of magical things. And by the way, in the demo, it was the head of CX who did the demo.
He hung up before Sprinklr could blurt out the bank — credit card balance and called back and Sprinklr picked up from where it left off and continued that transaction. Those are the kind of things that are not possible in a traditional point solution existing legacy contact center infrastructure. I hope that brings it to life.
Austin Cole: Very helpful. Thank you.
Operator: Thank you. There are no further questions at this time. I would now like to pass the floor over to Ragy Thomas for closing comments.
Ragy Thomas: Thank you, Alicia, and thank you all for joining us today. Again, I’d like to thank our employees, our partners and most importantly, our customers for their trust and continued business. We look forward to updating you all again in 90 days or so as we continue this exciting journey. I’m sure that’s going to span years and decades of creating a new category that we call Unified Customer Experience Management. Thank you very much, and have a wonderful evening.
Operator: This concludes today’s teleconference. You may disconnect your lines at this time. Thank you for your participation.
