Sprinklr has launched a suite of innovative artificial intelligence tools designed to enhance customer experiences for businesses. At the forefront is the Digital Twins technology, an autonomous AI system that can emulate a brand's customer-facing team. Additionally, Sprinklr is stepping into SurveyMonkey's domain with the introduction of AI-powered surveys.
These developments align with CEO Ragy Thomas's vision for a “completely unified front office.” However, the launches come during a challenging time for the company, which recently laid off over 100 employees.
What are ‘Digital Twins’?
While Sprinklr’s Digital Twins may initially appear similar to conventional customer service chatbots, Thomas emphasizes significant differences. He notes that traditional chatbots often frustrate users by mismanaging complex queries, leading to unnecessary handoffs to customer support.
Sprinklr’s Digital Twins, however, represent a breakthrough, functioning on the Sprinklr platform and automatically supporting all backend integrations. Built specifically for enterprise needs, it promises a streamlined user experience without the heavy lifting typically required by customers.
Empowered by Sprinklr AI+, businesses can create Digital Twins that replicate their front-office teams. These intelligent agents possess decision-making capabilities, plan actions, design workflows, and execute tasks autonomously. Thomas highlights their value: “When you speak to my Digital Twin, it handles everything. If it reaches a point beyond its capability, it seamlessly connects the customer to a human agent, continuing the conversation effortlessly.”
The Digital Twin initially attempts to address customer inquiries but can escalate issues to human representatives as needed, assisting them in generating responses. This flexibility allows the agent to transfer the conversation back to the Digital Twin for follow-up.
A Universal Solution
Sprinklr's Digital Twins can manage various tasks, meet virtually, communicate internally and externally, and recommend strategies across departments. This positions them as the face of a brand, capable of executing comprehensive marketing campaigns and representing the organization in different contexts.
Thomas envisions a future where every advertisement features a QR code that leads to an interactive Digital Twin, providing real-time engagement rather than directing consumers to static web pages.
Sprinklr claims that Digital Twins do not rely on rigid business processes and can function across multiple channels, requiring minimal coding knowledge for training. They learn in ways similar to humans, access relevant data, and adhere to established safety and policy guidelines.
Thomas describes this offering as an unprecedented shift in approach, predicting strong adoption by Sprinklr's customer base. The market for Digital Twins is expanding rapidly, with applications across sectors like fashion, clinical trials, and semiconductor manufacturing. Currently, this technology is available in limited capacity through select partners, with general availability and pricing details expected later this year.
AI-Powered Surveys
In addition, Sprinklr has unveiled Sprinklr Surveys, a new feature enhancing their Insights product. Unlike traditional surveys, these AI-driven questionnaires invite organizations to gather actionable insights directly from customers, positioning Sprinklr in competition with SurveyMonkey, HubSpot, Medallia, and Qualtrics.
Thomas confidently states, “Now you can potentially think of us replacing Qualtrics or Medallia.”
Sprinklr Surveys departs from conventional formats, generating engaging, conversational inquiries. Customers can have the AI create and publish tailored questionnaires aligned with their brand’s identity.
This innovative feature facilitates hypothesis testing, allowing teams to validate survey outcomes by cross-referencing them with large volumes of unsolicited social and review data. This comprehensive approach enables teams to make informed decisions based on reliable insights.
“Sprinklr Surveys empower enterprises to redefine their Customer Feedback Management process by integrating solicited survey feedback with unsolicited input and internal business data. Conversational UI modernizes surveys, making them essential for brands seeking precise customer feedback.”
This feature is not yet available to the wider public; interested parties are encouraged to contact their Sprinklr account representative to schedule a demo.
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