Data privacy and security are top priorities for us: Sprinklr CEO Ragy Thomas – Times of India

Q: Can you provide a brief overview of Sprinklr’s product and services portfolio?
Sprinklr was founded in 2009 with the objective of building a different kind of enterprise software company that serves enterprise brands. Sprinklr recognises the importance of adapting to new digital channels and aims to provide a Unified-CXM platform powered by AI to enhance customer experiences for enterprises. We strive to connect and unify customer-facing teams to ensure data, insights, content, campaigns, workflows, and results are unified across various departments such as customer service, marketing, sales, research, and social media engagement.

Q: How Sprinklr uses AI to deliver human experiences across channels?
Sprinklr’s Unified-CXM platform is powered by AI, which enables us to deliver human experiences across channels. Our proprietary AI processes and analyses vast amounts of unstructured customer experience data from over 30 digital channels and millions of data sources. The platform incorporates Sprinklr AI+ for automation, actionable insights, privacy by design, and generative AI capabilities through integration with OpenAI. This integration allows Sprinklr to leverage the power of generative AI and provide next-level customer experiences. The platform’s open and flexible architecture enables seamless integration with customers’ existing systems and offers a unified view of customer data and interactions.
Q: What according to you differentiates Sprinklr from competitors?
Sprinklr stands out in delivering unique value to businesses through its unified, AI-powered platform. Sprinklr’s platform offers a digital-first approach, providing a complete Contact Center as a Service (CCaaS) solution that unifies customer experience across digital and traditional channels. This unified approach breaks down silos across the entire front office, including customer service, marketing, research, and social media engagement. Sprinklr’s focus on governance, security, and scalability caters to the demands of enterprise customers and positions them as trusted partners for some of the world’s most recognised brands.
Q: How does Sprinklr’s platform facilitate the collection, analysis, and utilisation of customer feedback data to drive actionable insights and enhance the overall customer experience?
Sprinklr’s platform facilitates the collection, analysis, and utilization of customer feedback data to drive actionable insights and enhance the overall customer experience. Our customer service product, Sprinklr Service, serves as a Contact Center as a Service (CCaaS) solution. It enables agents to provide frictionless support across more than 30 digital and traditional channels, capturing customer feedback from various sources. Sprinklr’s AI-powered tools, including self-service systems, bots, and a unified view of the customer, helps analyze the collected data and generate actionable insights. These insights allow businesses to understand customer sentiments, identify emerging issues, and take prompt actions to address them.
Q: How does Sprinklr ensure data privacy and security while delivering insights to businesses?
Data privacy and security are top priorities for Sprinklr. We have implemented comprehensive security standards to safeguard customer information and reduce exposure to risk. Measures such as role-based access permissions, access controls, single sign-on, two-factor authentication, and IP-restricted access are implemented to ensure data security.
Q: What are Sprinklr’s plans for expansion?
Sprinklr’s latest announcement introduces the next evolution of our proprietary AI for customer experience, known as Sprinklr AI+. This new AI incorporates generative AI capabilities through integration with OpenAI, bringing transformational technology to the customer experience at an enterprise scale. The integration aims to improve customer service and employee efficiency while maintaining governance, compliance, and data privacy. Sprinklr envisions generative AI as a tipping point that will further integrate AI into consumers’ daily lives and work routines.