Sprinklr adds function-specific AI bots and enters customer survey market – Business

Customer experience management software firm Sprinklr Inc. today announced a new generative artificial intelligence-driven “copilot” that can be used by multiple organizational functions.

The company is also entering the customer feedback market with a generative AI-powered survey platform.

Sprinklr Digital Twin is intended to be a copilot for customer-facing teams that taps into a customer’s knowledge base to answer questions and can be trained to take actions based on customer requests without human intervention. Unlike general-purpose answer bots that are ubiquitous on websites today, the Sprinklr Digital Twin can be deployed at the enterprise, team and individual layers to deliver additional levels of specificity depending on the user and use case.

Enterprise AI bots “are limited in use cases because you don’t want to expose everything to a general audience,” said Aurélien Caye, a lead solution specialist at Sprinklr. Digital Twin can be used at the enterprise level and customized for different scenarios. “You basically take your organization chart, clone it and layer twins at different levels,” Caye said.

Bot-to-bot interaction

For example, bots can be deployed specifically for sales, marketing and customer experience departments and can interact with each other to hand off tasks and answer questions. Training consists of loading company-specific data into a Sprinklr language model that connects to Microsoft Corp.’s Azure AI or another large language model of the customer’s choosing. Company data is never shared with the back-end LLM.

“It’s a builder interface,” Caye said. “You train your twin the same way you train a human.” Trainers define scenarios and create simulations with recommended actions. “Jailbreak” tests can be conducted automatically to simulate scenarios and ensure appropriate responses are delivered. “All these simulations can be done automatically,” Caye said. “You can say create 100 simulations by just pressing a button and use AI to analyze the results.”

This approach, combined with prompt engineering that Sprinklr delivers out-of-the-box minimizes the risk of hallucinations or bots going rogue during customer conversations, he said. Sprinklr Unified Routing can be used to hand off complex questions to human operators. “We make sure you keep a human in the loop,” Caye said.

Sprinkle said that, unlike standard generative AI platforms, Digital Twin can be trained to take basic actions using application program interface calls to external systems. For example, a customer encountering a problem with a product can automatically shift from “active user” to “support engagement” status and promotional emails halted. Once the problem is resolved, the bot can trigger a discount and resume targeted marketing messages.

Automate conversations

Sprinklr Surveys is a generative AI-based survey platform that advises survey designers and acts as an active conversation agent. It includes a survey builder that quickly generates questionnaires based on user prompts and natural language. It also helps style surveys according to brand assets and guidelines.

The conversational survey feature is an interactive feedback mechanism that can probe unexpected results without needing conditional branching logic or human follow-up. It’s similar to the “conversational feedback” feature Qualtrics International Inc. announced last week.

The software also analyzes the results of survey campaigns to help users discern trends and root causes and it can compare survey results to large volumes of unsolicited social media mentions and review data.

Sprinklr Surveys is limitedly available upon request. Sprinklr Digital Twin is currently in development with a small group of center definition partners, and a target availability date hasn’t been announced.

Image: Sprinklr