Sprinklr Steps Toward Its Agentic Voice of the Customer Vision with Spring ‘26 Release

Sprinklr has unveiled its Spring ’26 (26.4) platform release, pushing forward its agentic Voice of the Customer (VoC) vision.

That vision involves translating VoC data not only into insights, but actionable tasks. Over time, AI agents may offer to perform some of those tasks across enterprise systems to autonomously improve customer experiences.

The vendor is already starting to deliver on this vision through Action Plans, which - as part of its Spring ’26 release -  is now generally available across the breadth of Sprinklr Insights. 

With this tool, companies can extract tasks from VoC data, which they can assign to employees across the organization, share, and monitor over time.

The result is that brands not only democratize customer insight and inspire actions to improve customer experiences, but they ultimately establish an infrastructure layer for AI agents.

In the future, AI agents may run over that infrastructure, recommending explicit actions, performing them autonomously, and enabling a self-improving CX function that spans service, sales, marketing, and beyond. 

Action Plans are a start. Yet, Karthik Suri, Chief Product & Corporate Strategy Officer at Sprinklr, and his team are now working to deliver the agents. 

Suri told CX Foundation: “Insights can be surfaced by humans or discovered autonomously by AI. What matters is what happens next.”

“We're building specialized agents - campaign ideation agents, content publishing agents, crisis response agents, and so on - that not only surface insights but also actively propose what to do about them.”

“The next leap is a truly agentic VoC system: one that doesn't just tell you what customers are saying but autonomously figures out what to do about it and also takes those actions based on predefined guardrails and governance layers.”

Karthik Suri

Chief Product & Corporate Strategy Officer at Sprinklr

Alongside its extension of Action Plans and drive toward its agentic VoC vision, Sprinklr also announced Feedback Copilot for Sprinklr Insights.

While the vendor already offers Sprinklr Copilot for CFM (Customer Feedback Management), Feedback Copilot builds on these capabilities, transforming VoC data into visuals and comparisons, while enabling ‘multi-level drilldowns’. 

Moreover, Sprinklr has added generative AI (GenAI) ‘enrichments’ to its VoC platform’s AI Topics capability, grouping insights by specific subjects.

As a result, it now automatically surfaces the most meaningful social and conversational mentions, enabling ‘more precise listening’. 

Finally, from a VoC perspective, Sprinklr has expanded its support for global Web Surveys, enabling “one‑click localization, stronger governance, and intelligent sampling.”

However, the Spring ’26 release extends beyond Sprinklr Insights. Unpack more of the most significant additions to Sprinklr’s Unified Customer Experience Management (CXM) platform below.

Sprinklr Evolves Contact Center Agent Assist

Sprinklr’s CCaaS platform, Sprinklr Service, has gained traction in recent years, with the vendor adding new context to contact center engagements via its broader CXM suite. 

The CXM suite has also inspired eye-catching features. For instance, Sprinklr can track negative customer feedback through Sprinklr Insights, spin up an outbound support case in Sprinklr Service, and assign it to a contact center agent. That’s appealing for organizations looking to pivot to a more proactive customer care model.

Yet, despite its differentiation, the most exciting enhancement to Sprinklr Service in this release is its evolution of a longstanding contact center capability: agent assist. 

Now, its Agent Copilot is no longer a request-based assistant; it’s sitting on the agent’s shoulder, coaching, nudging, and recommending next-best actions in real time.

While many other CCaaS providers already offer this capability, Sprinklr also notes that its AI can complete workflows on command, like generating case summaries, hinting at what’s to come: autonomous, not just assistive AI.

So, instead of recommending next best actions, Agent Copilot may soon perform them. 

In addition to the new-look Agent Copilot, Sprinklr introduced Autonomous Evaluation, an automated quality assurance (Auto-QA) solution, and Shift Bidding, a workforce management (WFM) tool that allows agents with flexible contracts to ‘bid’ for open shifts, to Sprinklr Service.

Sprinklr Launches a Conversational AI Testing Suite

Sprinklr is the only vendor to appear in the latest Gartner Magic Quadrant and Forrester Wave reports for VoC/CFM, CCaaS, and conversational AI.

While Sprinklr isn’t quite as well known for conversational AI as the two other categories, its inclusion validates the depth and market penetration of its AI+ Studio.

However, its lack of testing and monitoring tools for AI agents has proven to be a drawback.

Sprinklr’s new Autonomous Evaluation capability addresses this, increasing the width and depth of Sprinklr’s AI assurance toolkit, according to Suri.

How? First, by increasing the coverage of AI assurance by testing for unknown and edge-case failures, not just predefined scenarios. That’s the width.

From there, it continually tracks measurable signals of AI performance and sends alerts, making governance more proactive and data-driven. That’s the depth.

“Think of it as the difference between a periodic health check of limited parameters like weight, blood pressure, sugar level, etc. that get ordered by the doctor reactively versus a wearable that continually measures health parameters and proactively alerts for corrective actions, helping you course correct in real time.”

Karthik Suri

Chief Product & Corporate Strategy Officer at Sprinklr

In the future, Sprinklr may even install AI agents to monitor these signals and take action to bolster the performance and security of other AI agents. That level of agent-to-agent communication is the future and will help take AI assurance from proactive to truly autonomous.

Nevertheless, Autonomous Evaluation is already a step forward for Sprinklr in evaluating the performance of AI across its CXM platform, not just standalone deployments.

What Else Did Sprinklr Announce? 

Alongside Feedback Copilot, Sprinklr launched another virtual assistant: Marketing Copilot.

Building on the existing Sprinklr Copilot for Marketing, this monitors social and paid workflows to  explain discrepancies in performance and summarize engagement. Per Sprinklr, it can also “build analytics widgets instantly.”

Sprinklr Marketing (and Sprinklr Social) customers can leverage this alongside a new root cause analysis capability for sudden campaign performance changes.

Another new analytics feature comes in the ability to compare social metrics in a unified dashboard before and after a paid boost.

Finally, Sprinklr launched new and enhanced integrations across:

• TikTok: Brands may now create video content using TikTok’s Commercial Music Library from directly inside Sprinklr. 
• Canva: Teams can accelerate and standardize asset imports with a new Canva Digital Asset Management integration.
• LinkedIn: Companies can monitor seller profile performance on LinkedIn, gain insight into the approaches that add value, and optimize.

Each of these integrations, alongside all the others available on Sprinklr CXM, is now available via the Sprinklr Marketplace, with the vendor also announcing unified integration management to simplify their implementation and management. 

A Theme Across Sprinklr’s Announcements 

Sprinklr Action Plans outline a vision for AI agents enforcing the voice of the customer across a business. Meanwhile, Autonomous Evaluation tests those agents, ensuring performance, observability, and governance.

Then, Sprinklr moved to standardize integrations across Unified CXM.

All these moves highlight how Sprinklr thinks of itself less as a suite of tools and more as a platform, which delivers greater value as a whole than through the sum of its parts.

Suri affirms this. “Our advantage lies in unifying traditionally siloed CX capabilities on a single, AI-native platform,” he said. 

“We unify conversational context across engagement and support so that both human and AI agents operate with a shared situational awareness and every interaction feels continuous rather than fragmented.”

Karthik Suri

Chief Product & Corporate Strategy Officer at Sprinklr

Offering an example, Shari shared how Sprinklr helped a global retailer achieve $48M in cost savings by bringing together signals from social, contact center, and surveys to identify larger patterns, flag issues, and inspire change across the business.

Yet, its platform goal is about more than pulling together insight; it can also enable differentiative innovation, which many of its competitors are missing.

Think about CCaaS, for instance. Much of what previously separated market leaders from the chasing pack has become commoditized.

AI use cases - such as auto-summarization, auto-QA, and sentiment analysis - previously relied on tricky natural language processing (NLP) models. GenAI has made them standard. 

Now, differentiation comes from a vendor’s broader portfolio and delivering coordinated capabilities that rival providers can’t easily replicate.

Sprinklr recognizes this and is using its broad portfolio to its advantage.