Introducing Sprinklr Complaints Management for Australia’s Regulatory Guidance 271 Requirements
October 04 2021 - 5:00PM
Business Wire
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today 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 organisations automatically
identify a complaint and route it to the right resource – providing
end-to-end auditability across 35+ digital and social channels.
RG 271 Compliance Challenges
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 organisations that need to keep up with
complaints across digital channels while meeting increasing
customer expectations.
Sprinklr Complaints Management
With Sprinklr Complaints Management, organisations 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 your 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 your metrics, including audit trails, together on a
single platform — so you can have the entire customer conversation
history in one place.
Comments on the News:
“According to the Australian Securities and Investments
Commission (ASIC), 80% of consumers experienced difficulty or
formed a negative impression of a financial services firm during
the complaint process. What’s more, Australian consumers are
increasingly surfacing their complaints on social media and
expecting an immediate response. It’s now critical for
organisations to have a complaints management solution that quickly
identifies, categorises, and reports on complaints across
channels,” said Chris Connolly, Global Head of Modern Care
Solution Marketing, Sprinklr. “With Sprinklr Complaints
Management, companies can easily create a digital-first strategy
for RG 271.”
About Sprinklr
Sprinklr is a leading enterprise software company for all
customer-facing functions. With advanced AI, Sprinklr's unified
customer experience management (Unified-CXM) platform helps
companies deliver human experiences to every customer, every time,
across any modern channel. Headquartered in New York City with
employees around the world, Sprinklr works with more than 1,000 of
the world’s most valuable enterprises — global brands like
Microsoft, P&G, Samsung and more than 50% of the Fortune
100.
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version on businesswire.com: https://www.businesswire.com/news/home/20211004005971/en/
PR Contact Rachel Alvarez PR@Sprinklr.com
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