Sprinklr, a company focused on customer experience, has recently introduced new AI tools that aim to enhance customer experiences. The centerpiece of these tools is Digital Twins, an AI technology that acts as a mirror of a brand’s customer-facing team. Unlike traditional chatbots, Digital Twins are built specifically for the enterprise and automatically support all integrations made on the backend. This makes the customer experience seamless and eliminates the frustration of being redirected to customer support after spending time answering questions.
Digital Twins, powered by Sprinklr AI+, can make decisions, plan actions, design workflows, and execute tasks without human supervision. It serves as an extension of human agents, allowing customers to have a conversation that seamlessly transitions between the Digital Twin and a human representative when necessary. It can help employees with their tasks, attend meetings on their behalf, communicate internally and externally, and even recommend strategies. Sprinklr envisions a future where every ad will have a QR code that leads to a living, breathing version of a brand’s Digital Twin.
Sprinklr’s Digital Twins offer a different approach to other conversational agents in the market. They can operate across different channels, be trained without coding knowledge, and learn in a manner similar to humans. The product is designed to be universal, representing teams and even serving as the internal and external “face” of a brand.
While Digital Twins are currently in limited availability with a few partners, Sprinklr plans to release pricing when the tool becomes generally available later this year. The company is betting big on the adoption of Digital Twins and believes they will revolutionize the customer experience.
In addition to Digital Twins, Sprinklr is also introducing Sprinklr Surveys, a new feature in its Insights product. These AI-powered surveys allow organizations to poll their customers and gain actionable insights. Sprinklr Surveys differ from traditional questionnaires by being conversational and interactive. The tool also supports hypothesis testing, allowing teams to validate survey results by comparing the data to large volumes of unsolicited social and review data. Sprinklr sees this as a modernized approach to research that accurately captures feedback from customers.
With the introduction of Sprinklr Surveys, the company is entering the Customer Feedback Management space and directly competing with companies like SurveyMonkey, HubSpot, Medallia, and Qualtrics. Sprinklr CEO Ray Thomas is confident in the capabilities of their new tool and believes it has the potential to replace other established players in the market.
Overall, Sprinklr’s new AI tools demonstrate their commitment to providing enhanced customer experiences. By leveraging AI technology, they aim to streamline customer interactions, gather valuable insights, and help companies make data-driven decisions. These tools have the potential to reshape the way businesses interact with their customers and improve overall customer satisfaction.