Sprinklr unveils new AI-driven platform advancements to elevate customer service offerings

Aliza Carmona - September 18, 2023

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Singapore – Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced the platform release of 18.8 to offer a unified customer experience through generative AI integrations. 

The latest platform release aims to empower customer service, marketing, sales, and social teams with its AI-powered enhancements and generative AI integrations. It is also expected to drive higher productivity, better decision-making, and more seamless experiences from customer-facing teams.

With 18.8, Google Cloud’s Vertex AI and OpenAI’s GPT models are now integrated into the proprietary platform, Sprinklr AI+. The integration allows Sprinklr AI+ to give brands unified generative AI capabilities for customer service, insights, social media management, and marketing built with enterprise-level governance, security, and data privacy. 

Furthermore, customers using the platform can now utilise Generative AI with just a few clicks, meaning they do not need to learn new workflows while enjoying the accuracy, security, and privacy offered by the Sprinklr platform.

The 18.8 introduces over 700 new features and enhancements across four of Sprinklr’s product suites: Sprinklr Service, Sprinklr Insights, Sprinklr Marketing, and Sprinklr Social. 

For Sprinklr Service, the platform enhancements will create smarter contact centres with the generative AI capabilities of Sprinklr AI+. Included in the enhancements are the generative AI-powered insights hub, quality management enhancements, conversational analytics 2.0, conversational AI+, video commerce on live chat, and a more robust workforce management solution. 

The 18.8 platform version also leverages improved actionability, upgraded channel coverage, and workflow improvements for Sprinklr Insights. Some of the enhancements include the introduction of an AI-powered insights assistant, generative AI-powered automatic summarization, and expanded source coverage for Chinese apps. 

Meanwhile, the new Sprinklr Marketing aims to ensure that campaigns engage audiences better than before. This is possible through its effortless and quick ad content creation, dynamic content adaptation, streamlined UTM tracking, and more optimised Google discovery ads. 

Lastly, the 18.8 platform version will also drive better social media engagement and improve governance for users on Sprinklr Social. The enhancements to the suite included new channel integrations, privacy settings, admin configurations, new Slack integrations, and automated video optimisation. 

Ragy Thomas, founder and CEO at Sprinklr, said, “Sprinklr is the fastest and most effective way to get AI into a global brand’s front office, prebuilt for security and data privacy.” 

“With Sprinklr AI+, our more than 1,400 enterprise customers can increase productivity, boost the quality of insights, and drive automation across their front office functions. Sprinklr’s ability to seamlessly integrate with customers’ own models, create new ones, or integrate with Sprinklr AI+ gives customers choice and access to the latest generative AI technologies,” he added.