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Sprinklr’s Spring ’26 release is built around a challenge most CX leaders know well: autonomous AI only delivers if you can actually trust it.
Speaking with CX Today, Karthik Sururi, Chief Product Officer at Sprinklr, walked through what that trust looks like in practice.
The conversation opened on what’s keeping enterprise CX teams cautious. Sururi framed it as a governance problem more than a technology one.
Not every customer interaction carries the same risk, and the ability to calibrate automation accordingly — what Sprinklr calls the “governance frontier” — is where most organizations are still working it out. FAQs and billing queries sit at one end; compliance-sensitive responses sit at the other. Getting that balance right is now a design decision, not an afterthought.
On outcomes, the figures are hard to ignore. Sprinklr has recorded average handling time reductions of 50 to 70 percent across customer deployments, with some reaching 90 to 100 percent for fully automated resolutions. But Sururi was clear that speed alone isn’t the measure.
“In the world of CX you have to be precise, you have to be predictable, and you have to be trustworthy.”
The release brings autonomous evaluation tools that simulate thousands of customer interactions before and after deployment, stress-testing agents against edge cases and surfacing gaps in real time. AI Studio ties it together as a central control layer — one place for teams to configure agents, adjust guardrails, and monitor performance.
For organizations still stuck in pilot mode, the message from Sprinklr is simple: the tools to move forward are ready.
