TLDR: Sprinklr has unveiled a suite of new agentic AI tools and copilots aimed at revolutionizing marketing, customer service, and customer feedback management. These innovations, including Sprinklr AI Agents, Sprinklr Copilot, and AI Customer Feedback Management, are designed to automate processes, bridge the gap between marketing and service, and significantly enhance customer experience. Future developments include advanced telephony for its CCaaS platform and workforce management tools to orchestrate human and AI agent collaboration.
Sprinklr, a global leader in customer experience management, has announced a significant expansion of its platform with the introduction of several agentic AI tools and copilots. These new offerings are strategically designed to automate and streamline critical functions across marketing, customer service, and customer feedback, ultimately aiming to create a more cohesive and efficient customer journey.
Among the key releases are Sprinklr AI Agents, a low-code platform that empowers businesses to build specialized AI agents tailored to specific roles and tasks. Complementing this is Sprinklr Copilot, an agent-assist tool for customer service that provides real-time contextual help during calls and generates comprehensive summaries post-interaction. Additionally, the company has rolled out AI Customer Feedback Management, a robust set of analysis tools capable of processing both solicited survey responses and unsolicited customer input from various channels, including social media.
Looking ahead, Sprinklr has outlined an ambitious roadmap for further enhancements. The company plans to release advanced telephony capabilities for its Contact Center as a Service (CCaaS) platform in November. This platform is already demonstrating significant scale, currently handling over 2 million calls daily for customers in more than 100 countries. By January, Sprinklr intends to introduce sophisticated workforce management tools designed to orchestrate seamless collaboration between human and AI agents. Furthermore, the company is developing specialized agent customizations for 18 vertical industries, such as banking, retail, and telecommunications, with the first five expected to roll out this week and the remainder by next January.
Abhishek Priyam, Vice President of Product Management at Sprinklr, highlighted the rapid adoption of generative and agentic AI within customer service. He noted, “A lot of agentic workflows were built very early just by replacing NLP [natural language processing] with generative AI; that acted as a foundation for speeding up customer support adoption.” Priyam added, “That particular business function was already ahead — and people started to double down on [AI].” This readiness, stemming from prior adoption of rules-based chatbots and established performance metrics, has positioned customer service as a vanguard for AI integration.
Sprinklr emphasizes that its AI Agents are built for enterprise-scale results, featuring role-based intelligence, multi-step execution capabilities across various systems, and clarifying dialogue to improve accuracy. These agents are poised to significantly reduce the burden on human service representatives, who currently spend an estimated 66% of their time on non-customer-facing tasks like updating knowledge bases or gathering feedback. The development process for these AI agents has also been streamlined, with the build phase now taking just a few weeks thanks to low-code frameworks and prebuilt components.
The company’s strategic focus on AI aligns with the burgeoning CCaaS market, which was valued at $4.18 billion in 2021 and is projected to reach $16.43 billion by 2030. Sprinklr believes this market is “ripe for disruption.” Pavitar Singh, Chief Technology Officer at Sprinklr, underscored the company’s commitment to delivering practical AI solutions: “As vendors rush to deliver new AI features, Sprinklr is demonstrating the real-world capabilities possible when AI is built across a unified platform and designed to be both open and scalable.”
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Founded in 2009 as a social media management platform, Sprinklr has steadily expanded its offerings to encompass a comprehensive unified customer experience management platform, integrating marketing workflows, email support, live chat, conversational commerce, and CCaaS.
