Introducing Sprinklr Complaints Management for Australia’s Regulatory Guidance 271 Requirements
October 04, 2021
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Sprinklr introduced Sprinklr Complaints Management, built to help banking, financial services, and insurance companies comply with Australia’s Regulatory Guidance 271 (RG 271) requirements. With advanced AI, Sprinklr Complaints Management helps organizations automatically identify a complaint and route it to the right resource – providing end-to-end auditability across 35+ digital and social channels. According to RG 271 starting 5 October, all financial firms in Australia will be required to recognise any comment within 24 hours on managed or owned social channels that meets the criteria for a complaint or risk significant penalties. This creates a tremendous challenge for organizations that need to keep up with complaints across digital channels while meeting increasing customer expectations. Sprinklr Complaints Management, With Sprinklr Complaints Management, organizations have a comprehensive solution to achieve the following: Discern real complaints from background noise and automate the delivery to the right resource – at an enterprise scale. Sprinklr’s industry-specific compliance machine learning models use advanced language processing and text analytics to automate message identification, triage, and routing. Ensure RG 271 compliance across 35+ digital and social channels. Streamline all of complaint management on a single unified platform that spans channels that others can’t match — including Facebook dark posts, comments, and Messenger. Track customer issues from start to finish. Sprinklr brings all of metrics, including audit trails, together on a single platform — so can have the entire customer conversation history in one place.
Sprinklr, Inc. is an enterprise software company for customer-facing functions. The Company's artificial intelligence (AI)-powered platform, Unified Customer Experience Management, enables customer-facing functions across the front office, from customer service to marketing, to collaborate across internal silos, communicate across digital channels, and leverage a complete suite of capabilities to deliver human customer experiences. Its platform enables organizations to connect with customers via approximately 30 digital channels, including messaging, live chat, text, social media, and hundreds of millions of forums, blogs, news, and review sites. Its single-codebase platform is designed to handle unstructured data. It offers a range of digital use cases across the front office. Its unified platform enables broad-based listening, seamless collaboration across the entire customer journey, skills-based workflow, customer-led governance, and timely decision-making.