Digital Twins aspire to radically increase
enterprises’ capacity to get work done and provide exceptional
customer experiences
- Sprinklr Digital Twins are the AI version of your brand, your
teams, and your employees
- Sprinklr Digital Twins have access to the same systems and
curated information with proprietary guardrails to complete tasks
like employees
- Sprinklr Digital Twin technology helps unlock the power,
potential, and promise of AI and is designed with privacy and
governance for enterprises in mind
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today announced the
launch of Sprinklr Digital Twin – a new AI technology that goes far
beyond traditional conversational AI chat bots. Sprinklr Digital
Twin, powered by Sprinklr AI+, is designed to enable companies to
build and deploy autonomous and intelligent AI applications that
can mirror and enhance the capabilities of customer-facing teams. A
Sprinklr Digital Twin doesn't just power conversations, it can make
decisions, plan actions, design workflows, and execute tasks at
scale with speed and efficiency.
Sprinklr Digital Twin technology helps unlock the power,
potential, and promise of AI and is designed with privacy and
governance in mind. Every enterprise is looking for the power to do
more with less, the potential to innovate with generative AI, and
ways to deliver on the promise of AI for exceptional customer
experiences.
“The ultimate promise of AI for customer experience is unlimited
digital capacity across the front office. We believe that Sprinklr
Digital Twin technology will help increase an enterprise’s digital
capacity to get work done,” said Sprinklr Founder and CEO, Ragy
Thomas. “With the Sprinklr Unified-CXM platform, access to the
world’s unstructured data that is publicly available, and
proprietary AI combined with industry-leading generative AI
capabilities, we believe that we are uniquely positioned to help
our customers realize the true promise of AI. We want to help every
customer unlock the transformative value of speed, innovation, and
cost savings with AI.”
Beyond the Bot
Traditionally, companies have relied on a variety of tools to
automate their workflows and processes. Examples include chatbots
for automating sales and support conversations, marketing
automation tools for managing outbound messages and notifications,
appointment scheduling tools, task management apps to streamline
tasks, and routing engines to direct queries to the appropriate
team.
These tools often rely on hardcoded business processes and
pre-defined responses, which can limit scope and escalate cost due
to increased complexity in maintenance and updates. They tend to be
specific to a certain channel or business unit, which can hinder
the goal of unifying teams and functions across the
organization.
Sprinklr Digital Twins do not rely on hardcoded business
processes and are designed to work across different channels
seamlessly. They are easier to build and train than a traditional
chatbot, and they can be centrally managed. They combine the
ability to learn from data and act, while performing tasks and
making decisions like a team or employee would. Finally, Sprinklr
Digital Twins are trained the same way a human is – with access to
defined data and systems, instruction on what processes to use
depending on tasks, and guidance on what policies and guardrails to
follow.
When appropriate, Sprinklr Digital Twins can complete actions
entirely autonomously (i.e., processing customer returns or
refunds). But for more complex use cases, Sprinklr Digital Twins
can use Sprinklr Unified Routing to collaborate with humans for
improved productivity, efficiency, and oversight.
A New Approach to Conversational AI
Most organizations today take a standalone approach to
conversational AI with two options. First, they can create
individual stand-alone bots for each use case or each channel. This
approach is difficult to maintain and scale. Second, they can
create one central bot. This approach is limited in its use case
and value because of governance challenges.
Sprinklr Digital Twin technology faces none of these challenges
because it can be deployed at three layers.
- The enterprise layer – deployed as the internal and/or external
facing AI embodiment of the organization. This is the layer of most
common conversational AI use-cases today.
- The team layer – A Digital Twin representing specific teams and
specialized at performing certain tasks. This is the shift
happening now for today’s most modern enterprises implementing
AI.
- The individual layer – In the near future, we believe that the
most advanced enterprises will have Digital Twin technology
deployed at the individual layer. Personal Digital Twins will
empower employees by acting on their behalf, attending meetings,
communicating internally and externally, and recommending
strategies – all with oversite and interaction at the human
level.
And with Sprinklr Digital Twins, every layer and Twin will be
interconnected as part of the organization. Every layer can access
new data or actions from the layers above and below. Layering can
also allow for improved governance, with room for policies that
require that certain data or actions are only available to certain
teams or individual – in the same way that sensitive information
and actions are preserved at the individual and team level for
employees.
Sample Use Cases
- Financial Services – A manager requests a quarterly
performance report on customer service interactions related to
credit card disputes. The Sprinklr Digital Twin will process the
request, applying filters for dispute types and resolutions,
generating visualizations of key metrics like resolution time and
customer satisfaction. The Digital Twin provides insights,
highlighting an area for process improvement, all without manual
data manipulation.
- Travel and Hospitality – In a travel agency, a customer
experiences a booking issue with their vacation package. A Digital
Twin, using real-time data, immediately updates the customer's
segment from 'Engaged Travelers' to 'Service Recovery,' pausing
marketing promotions to focus on resolving the service issue. Once
resolved, the customer receives a tailored offer for their next
trip, seamlessly linking service recovery with personalized
marketing.
- Technology – In a tech company offering cloud storage
solutions, a customer encounters a data sync issue. The Digital
Twin identifies the problem and dynamically shifts the customer
from the 'Active Users' to 'Support Engagement' segment, halting
promotional emails. After resolving the issue, the customer is
transitioned back with a personalized apology and an exclusive
discount on an upgraded storage plan, merging customer support with
targeted marketing seamlessly.
Scalability and Implementation
Digital Twins are designed to be trained in a few simple steps
with no code or low code implementation. The Sprinklr Digital Twin
includes more than 100 out-of-the-box integrations with enterprise
systems. Digital Twins can also ingest API documentation and
credentials, allowing them to integrate with new systems
autonomously. With the Digital Twin, you can empower every employee
with AI - both as consumers and creators.
AI That You Can Trust
At Sprinklr, we believe that there are three core pillars of
responsible AI – trust, integrity, and partnership. These three
pillars are built into our AI systems as essential components for
building trust and driving adoption. For more information, please
refer to Sprinklr’s Trust Center.
Availability
Sprinklr is focused on developing Sprinklr Digital Twin
technology with a small set of definition partners – first users
that provide critical collaboration and feedback as we continue to
innovate and develop exciting and valuable AI systems like Sprinklr
Digital Twin.
If you are interested in learning more about partnering with
Sprinklr on this innovative technology – visit
https://www.sprinklr.com/products/digital-twin/ or contact your
Sprinklr representative.
About Sprinklr
Sprinklr is a leading enterprise software company for all
customer-facing functions. With advanced AI, Sprinklr's unified
customer experience management (Unified-CXM) platform helps
companies deliver human experiences to every customer, every time,
across any modern channel. Headquartered in New York City with
employees around the world, Sprinklr works with more than 1,700
valuable enterprises — global brands like Microsoft, P&G,
Samsung, and more than 60% of the Fortune 100. Sprinklr’s value to
the enterprise is simple: We un-silo teams to make customers
happier.
Forward Looking Statements
This press release contains forward-looking information and
statements within the meaning of the Private Securities Litigation
Reform Act of 1995, including statements regarding the benefits of
Sprinklr Digital Twin technology and features, the ability of
Sprinklr to further develop its Digital Twin technology and
features, the future adoption of Digital Twin technology by
Sprinklr customers and other enterprises, the ability of customers
to successfully implement Sprinklr Digital Twin technology and
accomplish their objectives, and the ability of customers to
achieve cost savings with AI. By their nature, these statements are
subject to numerous uncertainties and risks, including factors
beyond Sprinklr’s control, that could cause actual results,
performance, or achievement to differ materially and adversely from
those anticipated or implied in the statements, including those
risks that are or will be discussed in Sprinklr’s Annual Report on
Form 10-K for the year ended January 31, 2024, filed with the SEC
on March 29, 2024, under the caption “Risk Factors,” and in other
filings that Sprinklr makes from time to time with the SEC.
Forward-looking statements speak only as of the date the statements
are made and are based on information available to Sprinklr at the
time those statements are made and/or management's good faith
belief as of that time with respect to future events. Sprinklr
assumes no obligation to update forward-looking statements to
reflect events or circumstances after the date they were made,
except as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20240507703771/en/
Press Contact Austin DeArman pr@sprinklr.com
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