The New York-based front office-tech firm Sprinklr is set to revolutionize customer service operations by combining OpenAI’s generative artificial intelligence with Sprinklr’s own proprietary AI. The merging of the two technologies, now named Sprinklr AI+, will allow enterprises to combine customer experience data from multiple digital channels to create and improve content, provide assistance quickly, and detect insights and subsequent actions. With a valuation of $3.46 billion in 2021, the company is among those looking to develop unified tech platforms catering to front-office functions that have direct customer touch points, such as call centers, social media, and marketing.
Ragy Thomas, founder and CEO of Sprinklr, shared that, “Our premise is that there needs to be a unified operating system for the front office…to enable companies to speak with one voice”. Sprinklr’s Chief Technology Officer Pavitar Singh added that the company is seeing “massive demand for generative AI capabilities to improve customer service and employee efficiency”. This need for AI capabilities has become a top priority for many large multinational organizations that rely on multiple siloed business units.
With Sprinklr AI+, companies can now identify customer intentions when they reach out and provide tangible and timely answers. In addition, the new product will be integrated into each of the company’s four product suites: Contact Centre as a service (CCaaS), Social-Media Management, Marketing, and Research tools.
Sprinklr has also seen a surge of revenue in the past fiscal year, making $618.2 million in 2021, up from $492.4 million the prior year. The company is positioned in both India and New York, with a large proportion of its staff located in India. In early days of the pandemic, Sprinklr and its India-born founder got caught in the political spotlight in Kerala.
Sprinklr’s AI+ is a promising new offering that has the potential to change customer service operations for global customers. By merging OpenAI generative artificial-intelligence capabilities with their own proprietary AI, Sprinklr is paving the way for other companies to take their customer service approach to the next level.
