Sprinklr has announced the launch of its three new AI-powered innovations: Sprinklr Copilot, Sprinklr AI Agents, and Enhanced Customer Feedback Management.
Sprinklr believes the solutions will help meet the expectations of its hyper-connected customers, who are increasing their demand for AI-native solutions.
Rory Read, President and CEO at Sprinklr, emphasized the customer demand in CX, detailing how “they expect brands to meet them where they are, with context, speed, and insight.
Our platform is built to help brands lead in this new era of engagement, connecting with their audiences in a bold, differentiated way.
But how will these new innovations achieve this?
1. Sprinklr Copilot
The first innovation is an AI-powered companion designed for customer-facing teams, providing real-time assistance across all product suites.
Examples of assistance include interacting with dashboards through conversation, providing insights, answering questions such as ‘Tell me what failed last week?’, and actively monitoring critical systems and workflows to inform of any spikes or anomalies.
By addressing frequent customer-facing team-based challenges, Sprinklr Copilot will allow for higher levels of productivity.
Sprinklr claims trustworthiness in the product, with every AI response explainable and backed up with citations.
2. Sprinklr AI Agents
The second innovation is the autonomous AI agents that support decision-making, automating repetitive tasks and boosting engagement.
Unlike similar AI solutions on the market, Sprinklr AI agents are natively built into the platform, and can intrinsically enable the platform’s data models, journey vocabulary, and embedded AI capabilities to personalize customer experiences more clearly than an external agent.
The AI Agents are also omnichannel-ready, with the ability to retain information from voice, chat, email, and social without repeating itself.
The innovation is grounded into the business itself, with seamless integration into office workflows, rules, enterprise data and guardrails with a focus on governance and security.
3. Customer Feedback Management (CFM)
The third innovation uses enhanced capabilities to renovate and simplify customer feedback management, using one unified AI-native platform.
When collecting customer feedback, the CFM creates adaptable surveys that personalize in real time, meaning it can recognize which questions drive higher response rates and edit or remove the ones that don’t.
AI is also applied to an enabled closed-loop feedback system, meaning it both detects issues and prescribes actions, allowing teams to better address customer feedback responses.
For analyzing analytics, it provides automated advice for data insights and validates it against social data efficiently, giving valuable insights with more data and context.
Moreover, with just one unified system, the CFM can act upon both solicited and unsolicited customer feedback, centralizing all forms of customer input into one environment.
Sprinklr Chief Technology Officer, Amitabh Misra, provided further insights into the value of the innovations:
“Our AI isn’t just a collection of generic tools — it’s embedded natively across our unified platform, powering every suite with domain-aware intelligence refined over 10+ years,”
With AI Copilots and Agents that deploy in days, organizations can augment human teams — unlocking new levels of productivity and delivering real results rapidly, consistently, and with enterprise-grade safety and governance.
Realizing Sprinklr’s Autonomous Contact Center Vision?
One could view the latest AI-powered innovations as the next step to realizing Sprinklr’s vision of autonomising contact centers.
In a nutshell, this vision involves the contact center and conversational AI spaces combining to deliver the best of both worlds.
Sprinklr aims to move beyond simple virtual agents by enabling AI agents that can reason, adapt, and automate end-to-end processes.
These agents cluster customer intents, create and refine playbooks, and handle queries while continuously learning, supporting both AI- and human-led interactions.
The result is a flexible system that not only resolves service issues but also orchestrates journeys, surfacing upsell opportunities and routing customers to either humans or AI based on their needs.
The Sprinklr AI Agents are a clear example of this vision. By deploying automated AI to handle decision-making and drive engagement, the agents can mechanize multiple processes across the enterprise.
