Sprinklr Upgrades Generative AI Conversational Bots and Releases 110 New Features
June 21 2023 - 8:00AM
Business Wire
Announced during CCW Las Vegas, latest
quarterly release delivers AI and Generative AI capabilities
designed to supercharge agent productivity.
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today unveiled more
than 100 new capabilities, including AI and generative AI-powered
capabilities, as part of the company’s spring platform release (v.
18.5) during Customer Contact Week (CCW) Las Vegas.
Release 18.5 continues to support Sprinklr’s momentum in the
customer service and CCaaS market with more than 110 new
capabilities added to the Sprinklr Service Product Suite. Updates
include features built with Sprinklr AI+, Sprinklr’s AI-everywhere
offering announced last month that unifies proprietary AI from
Sprinklr with OpenAI’s generative AI.
“Sprinklr believes that customer service and CCaaS markets are
ripe for disruption and customers and brands deserve more. 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,”
said Sprinklr Chief Technology Officer, Pavitar Singh. “New
Sprinklr AI+ capabilities are helping the largest and most complex
enterprises supercharge agent productivity and automate tasks and
processes with AI. We are helping our customers transform their
contact centers and customer experiences, while preserving the
level of governance, compliance, and data privacy that large brands
require.”
Starting today at CCW Las Vegas, attendees can visit Booth #10
for a deep dive into new features for the contact center
including:
- Generative AI powered bots and more than a dozen new
conversational AI features. Users can experience features like
dynamic decision trees powered by Generative AI that help speed
conversational bot building and implementation significantly.
Knowledge base integration with conversational AI connects a
brand’s knowledge base to large language models (LLMs) to train
conversational AI bots on the information in the knowledge base for
more accurate responses. This also allows users to continuously
recalibrate and update AI models as the knowledge base
evolves.
- The ability to quickly build your Knowledge Base by
auto-expanding articles from bullet points, writing assistance,
including paraphrasing and text simplification, smart search of
articles and auto-translation capabilities.
- AI+ features to help ensure more accurate and quicker Live
Chat conversations. Automated generation of chat responses in
multiple languages, video call and case summaries, auto-generation
of subjects for live chat conversations, and smart composition
while customers are typing in the live chat widget all combine to
improve customer and agent experience.
- More than 16 AI-powered CCaaS features designed to increase
agent productivity. New capabilities include auto summarization
of cases, reply assistance, extracting relevant responses from the
Knowledge Base, auto dispositions for cases, and more.
What others are saying
- Keith Dawson, Ventana Research: “As a company born in
the digital and social world that has introduced new technology to
compete with legacy CCaaS providers, Sprinklr is a formidable
player in this space and well positioned to help digitally-focused
and digital-native enterprises transform their service
operations."
- Sheila McGee-Smith, McGee-Smith Analytics: “With its
expanding technology and roadmap, combined with an enviable
existing customer base, Sprinklr is in a position to disrupt the
CCaaS market.”
- Diane Myers, Metrigy: “Hearing from several customers
cemented our view of Sprinklr as a CCaaS provider to be taken
seriously…Sprinklr should be on the CCaaS short list for any
company evaluating new CX platform vendors.”
For more information on how Sprinklr is changing the customer
service market, visit -
https://www.sprinklr.com/products/customer-service/.
In addition to Sprinklr Service, release 18.5 includes updates
across the three other Sprinklr core product suites Sprinklr
Insights, Sprinklr Marketing, and Sprinklr Social. With new
features available now, Sprinklr users can:
- Sprinklr Insights: Harness Generative AI+ for faster more
powerful Insights.
- Using AI-generated queries themes, CX professionals can enter a
simple description of a search topic and automatically generate
themes, queries, keywords, hashtags, and phrase suggestions. Users
can then refine and launch a search, reducing the time to insights
by as much as 90%.
- On-demand, AI-generated summaries of long-form content (news,
blogs, etc.) help users quickly understand content and extract
meaningful insights.
- Sprinklr Marketing: Improve productivity and efficiency for
paid and organic content.
- Simplify and accelerate the briefing process using generative
AI to create key campaign messages, social media content, and
more.
- Improve the quality of your content and save time by using AI
to simplify, reword, translate, fix the spelling/grammar, alter the
length, or modify the tone of advertising and marketing
content.
- Produce high-impact advertising content and lower costs using
AI-powered features to edit image templates, such as auto-cropping,
background removal, auto-color, and automated text resizing.
- Sprinklr Social: Enhance community management, governance,
and team productivity.
- New integrations with WeChat, Amazon Q&A and Microsoft
teams help social teams manage communities more effectively and
speed up engagement.
- Scale up governance with share configurations at the user/user
group and workspace/workspace group levels for all audience
profiles. Unauthorized users will not be able to access any
audience profiles (or associated PII data). These profiles can be
shared manually and automatically with users using rules or
macros.
- Enhance efficiency with support for multiple translations of
names and descriptions for entities such as macros. If the
translation for the selected language is unavailable, the default
translation will be displayed. Appropriate translation can be
provided based on preference.
For more information on new capabilities and availability for
release 18.5, visit
https://www.sprinklr.com/releases/18-5-spring-2023/.
About Sprinklr
Sprinklr is a leading enterprise software company for all
customer-facing functions. With advanced AI, Sprinklr's unified
customer experience management (Unified-CXM) platform helps
companies deliver human experiences to every customer, every time,
across any modern channel. Headquartered in New York City with
employees around the world, Sprinklr works with more than 1,000 of
the world’s most valuable enterprises — global brands like
Microsoft, P&G, Samsung and more than 50% of the Fortune
100.
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Press Austin DeArman pr@sprinklr.com
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