Sprinklr Supercharges AI and Automation Across its Unified CXM Stack

Sprinklr’s July 2025 release is a sweeping upgrade across its unified customer experience platform. Packed with enhancements to AI, analytics, automation, and governance, this update strengthens Sprinklr’s position as an all-in-one solution for brands managing complex customer journeys across channels.

From smarter copilots in customer service to generative dashboards in marketing, Sprinklr continues to embed AI deeper into every layer of CX, connecting teams, accelerating decisions, and streamlining execution at scale.

Key Highlights Include

• Multi-copilot Agent AI with smart nudges and translation
• TikTok, Snapchat, and Yotpo data integrations
• Generative summaries in benchmarking, listening, and dashboards
• Ads Manager Assistant with anomaly detection and naming enforcement
• Multimodal LLM pipelines with image/audio/video input
• Audit trail, debug logs, and streaming AI responses
• Advanced editorial calendar and LinkedIn carousel analytics
• Data governance upgrades: mTLS, PII masking, voice APIs, alert types
• AI-powered safe zones for Meta Stories & Reels

What’s New Across the Platform

• Sprinklr Service
  This release introduces smarter After Call Workflows (ACW) with automated backend submission and new visibility features like snackbar notifications and submission reasons. A significant highlight is the expansion of Agent Copilot capabilities: users can now deploy multiple copilots per account, tailor them to specific use cases, and prioritize them by region or workflow. Agent Nudges are now fully embedded, delivering real-time best-practice prompts within the copilot UI. Copilot also includes case summary translation and source filtering within FAQ skills, empowering agents with more relevant, multilingual responses. On the voice side, Citrix Media Redirection and Caller ID controls for SIP transfers improve compliance and regional call performance, while enhancements to call control UX streamline multitasking and minimize confusion.
   
• Sprinklr Insights
  The AI-powered Widget Summarizer is now embedded into Benchmarking and Listening dashboards, offering on-demand summaries in any platform language. Enhanced topic analysis now helps CX teams track customer issue themes and pain points across CSAT, sentiment, and call transcripts, segmented by trigger moments like transfers or holds. The platform has expanded its listening sources to TikTok, Snapchat, and Bluesky, giving brands deeper visibility into Gen Z and creator ecosystems. Meanwhile, trend forecasting for historical dashboards and verticalized taxonomy support give analysts sharper predictive and discovery capabilities.
   
• Sprinklr Social
  Major improvements in accessibility (alt text, captions in 19 languages), channel control (multi-token authorization for LinkedIn/GMB), and new integrations (Yotpo) make this a huge release for global social teams. A new Chromium browser extension simplifies publishing across Facebook and Instagram, while scheduled content subscriptions allow advocates to control delivery times. Governance features like badge disabling rules, GDPR-aligned notification settings, and DRP (data retention policy) enhancements give brands more control over community experiences.
   
• Sprinklr Marketing
  The redesigned Editorial Calendar now supports campaign-task collaboration, full-color card customization, and calendar layout flexibility. A new "Edit as Message" flow gives marketers more control over messaging stages, and creative teams benefit from safe-zone detection for Meta creatives and automated asset tagging from PSD files. On the paid side, the Ads Manager Assistant now surfaces real-time delivery anomalies, pacing risks, and naming inconsistencies, with suggestions grouped by campaign layer. Creative compliance has been enhanced with channel-specific ad checks and subtitle/audio detection for video.
   
• Unified Platform, Display, and Integrations
  AI+ Studio now supports multimodal pipelines across OpenAI, Azure, and xAI, enabling teams to build workflows that understand text, images, and video. Configurable AI guardrails (toxicity detection, custom word filters) enhance safety, while response streaming boosts speed. Dev teams benefit from bulk import/export of API extensions in JSON, mTLS authentication, API usage dashboards, timeout controls, and granular webhook support. In Displays and Presentations, new layout tools (multi-widget resize, filter presets, bulk actions) make data storytelling more interactive, while Unified Data Connector improvements simplify file handling across S3, Azure, and GCP.

What This Means for CX Leaders

The 20.7 release delivers a comprehensive AI operating layer that meets the demands of modern CX leadership: personalization at scale, governance without friction, and data-backed execution. For CX leaders, this means:

• Empowered frontline teams: with multilingual copilots, inline nudges, and targeted FAQs, agents now receive smart support in the flow of work.
• Smarter decision cycles: AI summaries and dashboards translate massive volumes of social, service, and marketing data into digestible insights.
• Deeper operational control: With privacy-first defaults (PII masking, DRP updates), enterprise-level compliance (mTLS), and performance transparency (debug logs, audit trails), leaders can scale without sacrificing oversight.
• Faster campaign iteration: From safe-zone checks to anomaly detection and campaign scoring, marketing and creative teams can launch faster, with less risk.

🔍 The CXF Take

Sprinklr 20.7 is a platform-wide realignment toward automation, safety, and intelligent execution. What once were disparate, manual tools are now converging into a modular AI operating system, where copilots, dashboards, and data flows are deeply connected across service, marketing, social, and analytics.

The standout isn’t just the breadth of features, it’s their cross-functional harmony. Agent copilots feed off the same knowledge layers that inform self-service bots. The same platform that benchmarks TikTok videos now summarizes your case sentiment. And the same governance framework that masks PII can also detect toxic prompts before they hit the user.

This convergence is critical. As teams scale globally and customer journeys span multiple platforms, Sprinklr offers a single intelligence core that adapts, automates, and protects.

In a space where complexity is often the bottleneck, Sprinklr is simplifying without dumbing down.