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Sprinklr has introduced a suite of AI-powered updates to its CXM platform, including the launch of Sprinklr Copilot and AI Agents, signalling a new era in automated customer service, marketing, and feedback analysis.
Sprinklr has recently unveiled a comprehensive suite of AI-driven enhancements across its unified Customer Experience Management (CXM) platform, signalling a significant leap forward in integrating artificial intelligence within customer service, marketing, and feedback functions. Central to these updates is Sprinklr Copilot, an AI assistant designed to provide real-time support for customer-facing teams, alongside Sprinklr AI Agents engineered to handle repetitive tasks efficiently. These capabilities debuted at Sprinklr’s CXUnifiers 2025 event in Nashville, emphasizing the company’s broader strategy of embedding domain-specific AI seamlessly throughout its platform.
According to Sprinklr Chief Technology Officer Amitabh Misra, this new generation of AI tools is more than just generic solutions; they are natively embedded into the platform and powered by domain-aware intelligence refined over more than a decade. Misra highlighted that with AI Copilots and Agents deployable within days, organisations could significantly boost productivity and achieve consistent, enterprise-grade outcomes with strict governance and safety measures in place.
Beyond these core functionalities, Sprinklr has also enhanced its Customer Feedback Management solution with adaptive surveys, AI-powered analytics, and closed-loop feedback tools. This system aims to unify customer insights gathered from multiple channels, enabling companies to gain a more comprehensive understanding of customer sentiment and feedback. This update complements the company’s recently launched AI-powered Product Insights, which automatically categorises and consolidates product-related feedback from social media, surveys, and review sites into actionable business intelligence, a feature already adopted by leading brands to drive product improvements and revenue growth.
Another notable addition is Conversational AI+, embedded within Sprinklr Service. This functionality allows businesses to deploy generative AI-powered conversational bots capable of human-like text and voice interactions. It simplifies bot creation through features such as FAQ & Transaction Skill for rapid training, free-form conversational flows for natural dialogue, and integrated brand compliance via Sprinklr Guardrails. This technology is poised to enhance self-service rates, increase sales through automated, context-aware recommendations, and reduce operational costs on voice channels by leveraging Sprinklr’s proprietary automatic speech recognition (ASR) capabilities.
Sprinklr’s recent rollout, version 18.8, marked a significant evolution of its platform by integrating Sprinklr AI+ with Google Cloud’s Vertex AI and OpenAI’s GPT models. This fusion of technologies bolsters the capabilities of customer service, marketing, sales, and social teams by enhancing productivity, improving the quality of insights, and driving automation across front-office functions. Its AI+ offering unifies proprietary and generative AI, allowing enterprises to harness unstructured customer experience data from over 30 digital channels to create content, generate insights, improve assistance, and automate decision-making processes. Importantly, these AI capabilities are supported by robust security and privacy measures aligned with OpenAI’s enterprise API standards.
Additionally, Sprinklr has introduced AI-powered Smart Responses aimed at bolstering brand engagement and customer care. This feature includes enhancements such as Smart Alerts for proactive crisis management, Smart Content Intelligence to optimise marketing strategies, and Smart Crop for improved handling of visual content. Together, these tools work to refine crisis detection, enhance content strategy, and streamline visual content management, thereby strengthening overall customer experience and protecting brand reputation.
Looking ahead, some Sprinklr AI+ features, including the Sprinklr Copilot and Writing Assistance—which aids in creating high-performing, channel-specific copy within seconds—are set to be automatically enabled, as announced in the company’s 20.7 Summer ’25 Release. This AI-first innovation underscores the company’s commitment to making work faster, smarter, and more intuitive for its clients.
In summary, Sprinklr’s AI-powered platform enhancements reflect a mature approach to embedding artificial intelligence deeply within the fabric of customer experience management. These innovations not only automate routine tasks and elevate human performance but also enable organisations to extract deeper, actionable insights from vast volumes of customer data, supporting smarter decision-making with enterprise-grade security and governance.
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Source: Noah Wire Services
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