MetriNote – Sprinklr Introduces ‘Digital Twins,’ And More, for CX Platform

Author: Beth Schultz, VP of Research & Principal Analyst What's the news? May 7, 2024 – Sprinklr has introduced a variety of new capabilities for Unified-CXM, its unified customer experience (CX) management platform that supports customer service, marketing, social, and analytics use cases. Among the announcements is Sprinklr Digital Twin, advanced AI bot technology that not only will be able to engage conversationally, but also act autonomously in making decisions, planning actions, designing workflows, or executing tasks. Digital Twins are powered by the company’s generative AI platform, Sprinklr AI+, and can be assigned for use at the enterprise, team, and ultimately, individual level. For CX, a Sprinklr Digital Twin would learn from a business’s data, applications, and systems to inform how to interact with customers and determine which actions to take. Besides Sprinklr Digital Twin, additional new CX-related products are: Sprinklr Surveys, which will allow companies to generate customer surveys, gather feedback, and analyze this solicited feedback along with the unsolicited and unstructured data it collects from social listening; Crisis Management Solution App, for proactive listening across social media and the web to detect rising problems; and Sprinklr VoiceConnect, a communications-platform-as-a-service (CPaaS) offering that integrates Sprinklr Service with voice connectivity.