Introducing Sprinklr Complaints Management for Australia’s Regulatory Guidance 271 Requirements

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, 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.

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“With Sprinklr Complaints Management, companies can easily create a digital-first strategy for RG 271.”

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.

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