Sprinklr

AI Workforce Management — Automated Agent Performance Monitoring

Sprinklr Workforce Management continuously monitors individual agent performance using granular metrics and people analytics, tracking attendance, schedule adherence, call handling times, and productivity scores. The system automates task assignment based on historical performance data and generates audit-ready payroll and performance reports. Managers access individual agent performance dashboards to identify skill gaps and adjust training programmes.

AI Automated Quality Management — 100% Agent Interaction Scoring

Sprinklr Automated Quality Management evaluates 100% of agent interactions across voice, chat, email, and social using multimodal AI (ASR, NLP, LLM). It scores each conversation against predefined QA parameters, generates context-rich performance scores per agent, identifies individual skill gaps, and assigns coaching modules — all without human reviewer involvement. Scores are compared against team and industry benchmarks.

AI Multimodal Sentiment & Emotion Analysis — Workplace Agent Monitoring

Sprinklr's AI layer includes multimodal sentiment and emotion analysis that classifies individual customer and agent emotional states (happiness, frustration, disappointment, anger) in real time during voice and digital interactions. These emotional classifications are stored in per-interaction records, used to trigger routing escalations, and feed into agent performance profiles and QA scoring. The system applies across all interactions as a core capability of the Sprinklr Contact Center AI stack.