Sprinklr adds AI to its customer experience platform - MarTech Today

Over the last year, Sprinklr has repositioned itself as a customer experience cloud, centered around its former role as a social media listening and management platform. In another move to boost its capabilities, the company is today is adding the first installment of an artificial intelligence layer to its platform, called Intuition. It initially tackles the customer care flow in the platform, where brands are often overwhelmed by the volume of social posts requesting help, asking questions or making complaints. Sprinklr supports management of 26 different social platforms, and the company says that 80 percent of customers are reaching out to brands via social. Intuition can process more than 700 million messages a day across the social channels and employs machine learning to help it become better at recognizing patterns.