# How Uber uses Sprinklr

**33%**: “reduced Uber's first response time by 33%”

As published on [sprinklr.com](https://www.sprinklr.com/stories/uber/). Captured by usedby on 2026-10-08.

- Company: [Uber](https://www.usedby.ai/companies/uber.md)
- Tool: [Sprinklr](https://www.usedby.ai/tools/sprinklr.md)
- Industry: [Mobility & Ride-hailing](https://www.usedby.ai/companies/industry/mobility-ride-hailing.md)
- Teams: Marketing, Social Media Care, Customer Service, Community Managers
- Customer since (as the page says): Uber has partnered with Sprinklr to evolve its customer experience management journey since 2014.

## What the story says

Uber uses Sprinklr Social to publish brand content from hundreds of global social handles, Sprinklr Insights to listen for critical safety concerns and route them to the right teams, and Sprinklr Service with AI to triage and answer inbound customer messages for its global agents.

Summary written by usedby from the source page, in English. The figures are those of Sprinklr and Uber, not ours.

> Sprinklr Service has already saved agents more than 4,000 hours since launch and has reduced Uber's first response time by 33%. The number of cases that agents reply to within Uber's SLA has increased by 8%, while the average case handle time has gone down by nearly a minute and a half.

- **4,000 hours**: “Sprinklr Service has already saved agents more than 4,000 hours since launch”
- **8%**: “The number of cases that agents reply to within Uber's SLA has increased by 8%”
- **1,000 agents**: “ramping up to more than 1,000 agents around the globe”
- **600**: “it added 600 more seats for community managers to handle the growing volume of customer inquiries”

> Sprinklr's unified platform enables Uber to engage with and serve our global customers, at scale, so that we have a singular brand voice while providing a first-class customer experience whenever support is needed,
>
> John Marston, Global Head of Social Media Care, External Tools, and Systems Administration

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 33% is printed word for word on the page, near the name of Uber.
- Checked: the passage quoted above is copied word for word from the page, near the name of Uber.
- Checked: Uber uses Sprinklr. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/uber-sprinklr · How we check: https://www.usedby.ai/methodology