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Introducing Sprinklr Complaints Management for Australia’s Regulatory Guidance 271 Requirements
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Rhea-AI Summary
Sprinklr (NYSE: CXM) has launched Sprinklr Complaints Management to aid financial institutions in Australia with compliance to Regulatory Guidance 271 (RG 271). Effective from October 5, companies must recognize complaints on social media within 24 hours to avoid penalties. The solution utilizes advanced AI to automate complaint identification and management across over 35 digital channels, ensuring compliance and tracking customer issues efficiently. This innovation addresses consumer concerns and enhances organizational responsiveness in the evolving digital landscape.
Positive
Launch of Sprinklr Complaints Management supports compliance with RG 271 requirements for Australian financial firms.
Advanced AI technology enables efficient complaint identification and routing across 35+ social and digital channels.
Provides end-to-end auditability and tracking of customer issues, improving customer service.
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None.
NEW YORK--(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.
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.
Sprinklr Complaints Management is a solution designed to help banking and financial services comply with Australia's RG 271 requirements by automating complaint identification and management.
When do the RG 271 compliance requirements take effect?
The RG 271 compliance requirements will take effect on October 5.
What challenges does RG 271 pose for financial firms?
RG 271 requires financial firms to recognize complaints on social media within 24 hours, which poses challenges in managing customer expectations and compliance.
How does Sprinklr Complaints Management enhance customer service?
The platform automates the identification and routing of complaints, ensuring organizations can respond quickly and track issues across multiple channels.
Which companies can benefit from Sprinklr Complaints Management?
Banking, financial services, and insurance companies in Australia can benefit from Sprinklr Complaints Management.
