Sprinklr Paves Its CXM Portfolio with Generative AI

Sprinklr AI+ brings new capabilities to its CCaaS platform, social suite, and more

Sprinklr Paves Its CXM Portfolio with Generative AI
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Published: May 24, 2023

Charlie Mitchell

Sprinkr has released its latest offering – “Sprinklr AI+” in beta, which promises to unify its proprietary AI with OpenAI’s generative AI.

In doing so, Sprinklr AI+ will bring new capabilities to Sprinklr’s four core solutions: Sprinklr Service, Sprinklr Marketing, Sprinklr Insights, and Sprinklr Social.

Excited to make the announcement, Pavitar Singh, Chief Technology Officer at Sprinklr, stated:

Sprinklr AI+ brings this transformational technology to customer experience at the enterprise level and has the potential to revolutionize the front office for our global customers.

“For us, this is the next evolution of our AI journey to help our customers work better, faster, and more cost-effectively while preserving the level of governance, compliance, and data privacy that the most iconic brands in the world require.”

As an example of how Sprinklr AI+ will help businesses “work better, faster, and more cost effectively”, consider how it will enhance Sprinklr Service, the vendor’s CCaaS platform.

First, it will enable “conversation summarization” to automate post-contact processing for agents.

In doing so, it shaves seconds off every customer interaction, which – across large operations – may result in significant cost savings.

Also, Sprinklr AI+ paves the way for “call note automation”. This supports agent listening skills by jotting down essential pieces of information – as the customer speaks – which they can later refer back to.

Then, there is a new “reply assistance” feature, which generates customer responses for agents handling digital conversations with only a click of the mouse.

How? Well, Sprinklr AI+ understands the context of a customer’s query, pulls relevant answers from the knowledge base, and edits these to craft intelligent customer responses.

Agents can then review, tweak, and send that response, accelerating customer conversations and ensuring a human is always in the loop.

Yet, these innovations are only the beginning. Sprinklr also suggests that – once Sprinklr AI+ moves out of beta testing – it will help automate quality scoring and sentiment analysis of contact center interactions at scale.

Moreover, the vendor promises that Sprinklr AI+ will augment its conversational AI capabilities, which Gartner recently recognized in its latest Magic Quadrant study.

The Offering Delivers “AI-Everywhere”

Sprinklr AI+ will drive innovation across Sprinklr’s CXM suite, which extends far beyond CCaaS.

Take Sprinklr Marketing, for instance. Users may tap Sprinklr AI+ to build customer personas, generate content ideas, and create style guidelines.

In addition, the offering supports the development of social content, CTAs, and USPs.

Next, consider the research platform Sprinklr Insights. Sprinklr AI+ can strip new intelligence from large qualitative data sets, such as keywords and topics.

Moreover, Sprinklr AI+ enables two new solutions – “article paraphraser” and “message summary” – which provide bite-sized summaries of long-form content.

As such, marketing and communications teams can conduct reviews much more quickly before diving deeper into the headline takeaways.

Finally, Sprinklr AI+ also promises to sprinkle some fairy dust over Sprinklr Social, allowing teams to accelerate content generation and upgrade its quality.

Innovation at a Rate of Knots

Long before the dawn of generative AI, Sprinklr devised its strategy to bake AI into everything it does.

In doing so, the vendor has developed 1,250+ industry-specific AI models, which Sprinklr has harnessed to differentiate its product suites.

Now, by integrating these with generative AI, Sprinklr may extenuate the value of its proprietary AI and bring many new capabilities to its unified CXM suite.

Its cloud-native approach to building its products will accelerate this process, as Sprinklr finds it very easy to drop in new services across its suite – as a recent CX Today article highlights.

Indeed, the vendor is well-recognized for its lightning-fast innovation curve, evident in its latest CCaaS release, which includes nearly 150 new platform features and enhancements.

Now, with generative AI in the palm of its hand, expect these new releases to ramp up even further as Sprinklr plans to build on its momentum in the CCaaS market and beyond.


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