The New York-based firm, which was valued at $3.46 billion at close of trade yesterday, is among those trying to create a unified tech platform for various front-office functions that have direct customer touch points. These touch points include call centres, social media, and marketing channels.
Talking to ET Prime, chief executive and founder of Sprinklr Ragy Thomas said, “Our premise is that there needs to be a unified operating system for the front office,” adding that Sprinklr’s intent is to create tech solutions so that even large multinational companies, which have completely siloed business units, are enabled to “speak with one voice”.
To enable this, customer-experience software like those sold by Sprinklr help companies to read and combine historical knowledge from marketing, product, and service teams into a single platform, decipher intent when a customer reaches out, and help come up with tangible answers for them in real time. With the addition of OpenAI’s generative artificial-intelligence capabilities, which Sprinklr’s systems latch on through via OpenAI’s enterprise API, this output can now be delivered as text.
Sprinklr’s chief technology officer Pavitar Singh added that they have been seeing “massive demand for generative AI capabilities to improve customer service and employee efficiency”. The new product, he claims, has “the potential to revolutionise the front office for our global customers”. As Thomas adds, “up until now we didn’t have generative AI, we had reactive AI.”
Sprinklr AI+ will be integrated into all four of its product suites — contact centre as a service (CCaaS), social-media management, marketing, and research tools. According to the company, Sprinklr AI+ will allow “enterprises to combine unstructured, CX data from 30+ digital channels — including social platforms, messaging platforms, and millions of publicly available news, blog, and review sites — with generative AI to create content, improve feedback and assistance, and more quickly identify insights and subsequent actions.”
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Last fiscal, Sprinklr recorded a revenue of $618.2 million, up from $492.4 million in the previous fiscal. Sprinklr has operations in India in Bengaluru and Gurugram and employs a large proportion of its workforce in India. A highly octane row had previously put Sprinklr and its India-born founder in the political spotlight in Kerala during the early days of Covid-19 pandemic.