All Notes Project Overview
Updated March 22, 2025

Sprinklr

Sprinklr is a customer experience management platform that provides unified software for social media management, marketing, advertising, research, care, and engagement. The company has expanded into AI-driven customer service automation with its “Digital Twin” technology, which creates AI replicas of customer-facing teams.

Overview

Founded in 2009, Sprinklr has evolved from a social media management tool into a comprehensive customer experience platform. The company serves global enterprises by unifying their customer-facing functions across digital channels. In the mid-2020s, Sprinklr became notable for its advancements in AI-powered customer service automation, particularly with the introduction of its Digital Twin platform.

Sprinklr Digital Twin Platform

In 2024-2025, Sprinklr launched its Digital Twin technology, an AI-driven solution that creates autonomous replicas of customer-facing teams. These digital twins can:

  • Engage in natural conversations with customers across multiple channels
  • Make decisions based on company policies and knowledge
  • Design and execute workflows to resolve customer issues
  • Handle complete customer interactions independently
  • Escalate complex issues to human agents when necessary
  • Brief human agents with context when handing off conversations
  • Continue follow-up after human intervention

The platform uses Sprinklr’s proprietary AI technology (Sprinklr AI+) to learn from a company’s best customer service agents, knowledge bases, and previous interactions. This allows the Digital Twin to maintain brand voice and follow established protocols while providing 24/7 service capabilities.

Technical Approach

Sprinklr’s Digital Twin employs several technical components:

  • Conversational AI: Advanced natural language processing for human-like interactions
  • Knowledge Integration: Connection to company resources, policies, and procedures
  • Decision Engines: AI systems that can make judgment calls within defined parameters
  • Channel Integration: Ability to operate across chat, email, voice, and social media
  • Workflow Automation: Execution of multi-step processes to resolve issues
  • Learning Systems: Continuous improvement based on new interactions
  • Seamless Handoff: Integration with human agent systems for smooth transitions

The platform is designed to be configurable, allowing companies to determine which types of interactions the AI handles autonomously versus which require human involvement.

Business Applications

Sprinklr Digital Twin is primarily applied in customer-facing contexts:

  • Customer Support: Handling routine inquiries, troubleshooting, and service requests
  • Customer Service: Managing post-purchase issues and resolution workflows
  • Social Media Engagement: Responding to mentions, comments, and direct messages
  • Lead Qualification: Initial engagement with potential customers before human handoff
  • Internal Support: Answering employee questions about policies or procedures

Organizations using the platform typically report benefits including extended service hours, faster response times, consistent quality, and the ability to scale service without proportional staffing increases.

Impact on Work

The implementation of Sprinklr Digital Twin technology affects customer service operations in several ways:

  • Role Evolution: Human agents focus more on complex issues and relationship building
  • Volume Management: Teams can handle larger customer bases with the same headcount
  • Continuous Service: Organizations can offer 24/7 support without shift staffing
  • Quality Standardization: Service quality becomes more consistent across interactions
  • New Oversight Roles: Creates positions focused on training and monitoring AI agents

Rather than fully replacing human teams, the technology typically transforms their focus toward higher-value interactions while the Digital Twin handles routine matters.

Market Position

As of 2025, Sprinklr positions its Digital Twin platform as a leader in the enterprise AI customer service market. The company differentiates its offering through:

  • Integration with its existing unified customer experience platform
  • Enterprise-grade security and compliance features
  • Ability to maintain brand voice and personality
  • Seamless collaboration between AI and human agents
  • Multichannel capabilities that span digital touchpoints

The platform competes with other enterprise AI solutions from both established CRM vendors and specialized AI startups.

Connections

References

  • “DeepResearch - The Future of Work in Tech Companies with AI Digital Twins (0–5 Year Outlook)”
  • “Sprinklr launches Digital Twins, AI versions of brands to tackle CX issues” (VentureBeat, 2024)
  • Sprinklr company website and product documentation
  • “The Evolution of Customer Experience Platforms” (Industry Report, 2025)