Sprinklr adds AI agents and oversight tools in Spring '26 update
Sprinklr released its Spring '26 platform update on Wednesday, adding AI for Customer Support features and governance controls across customer service, marketing and insights. The update emphasises testing and monitoring automated systems as companies handle more customer issues without human staff.
New service tools for support teams
Autonomous Evaluation logs how AI Agents & Automation handle customer issues and tests their responses. The feature gives companies visibility into agent performance as more work moves to automation.
Agent Copilot now offers real-time prompts to support staff during customer interactions, focusing on metrics like first call resolution and average handle time. The update also introduces automatic shift bidding to let employees request preferred schedules, which the platform then allocates based on their choices.
Guided service analytics consolidates key performance indicators in one dashboard, replacing the need to check multiple reports.
Marketing and content updates
Marketing Copilot now includes conversational analysis that explains campaign performance changes and summarises engagement. A Deep Research function produces structured analysis with citations to support decisions.
The update adds root cause analysis for sudden shifts in campaign results and a dashboard comparing performance before and after content promotion. Marketers can monitor seller profile performance on LinkedIn and access TikTok's Commercial Music Library for video content.
New workflows connect to Canva's digital asset management system, letting teams import creative material while maintaining internal controls.
Listening and feedback improvements
AI Topics now removes irrelevant material from social listening data and identifies mentions more precisely, reducing noise in large datasets. Governed customer profiles combine feedback and signals from multiple channels into a single view, eliminating the need to switch between systems.
Web surveys now support broader global coverage with one-click localisation, governance controls and sampling tools. Action Plans, a task management feature, extends across insights products so teams can assign and track follow-up work in one place.
Platform governance
AI+ Studio, Sprinklr's no-code workspace for building AI agents and workflows, now includes bulk testing and AI telemetry to review behaviour at scale. Other updates include integration management via the Sprinklr Marketplace, automated data ingestion with CRON scheduling, and compliance controls.
More than 1,600 enterprises use Sprinklr, including Microsoft, P&G and Samsung. The platform serves 59% of the Fortune 100.
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