Sprinklr adds AI copilots & controls in Spring ’26 update

Sprinklr has released its Spring ’26 update for its customer experience platform, adding new artificial intelligence tools across marketing, customer service and insights.

Version 26.4 focuses on broader use of AI agents and copilots, alongside controls to help large organisations test, monitor and govern automated systems. It also includes updates to social listening, customer feedback analysis and contact centre operations.

One of the main additions is Autonomous Evaluation, a customer service feature that logs AI agents’ behaviour and tests their responses. It is designed to give companies clearer evidence of how automated agents perform as more customer issues are handled without human intervention.

The service update also includes a more proactive version of Agent Copilot, which can now provide real-time prompts to staff during service interactions, with a focus on metrics such as first call resolution and average handle time.

In workforce management, the release introduces automatic shift bidding to allocate schedules in line with employee preferences. It also adds guided service analytics to bring key performance indicators together in one place.

Marketing tools

For marketing teams, Marketing Copilot now includes conversational tools that explain changes in campaign performance, summarise engagement and generate analytics widgets. A Deep Research function also produces structured analysis with citations to support decision-making.

The update adds root cause analysis for sudden changes in campaign results and a dashboard that compares performance before and after boosted content. In social selling, teams can now monitor seller profile performance on LinkedIn.

Content workflows have also been updated. Marketers can now access TikTok’s Commercial Music Library for video content and use new workflows tied to Canva’s digital asset management system to import creative material while maintaining internal controls.

Listening and feedback

On the insights side, AI Topics has been updated to enable generative AI to remove irrelevant material and identify social and conversational mentions more precisely. The aim is to improve social listening by reducing noise in large data sets.

Sprinklr has also introduced governed customer profiles that combine feedback and signals from different channels into a single view. This is intended to give teams a more consistent picture of customers without switching between separate systems.

Web surveys have been expanded with broader global support, including one-click localisation, governance controls and sampling tools. Action Plans, a task management feature within the platform, has also been extended across the insights products so teams can assign follow-up work and track progress within the same system.

Platform controls

Another theme in the release is oversight of AI systems. AI+ Studio, Sprinklr’s no-code workspace for building and managing generative AI agents and workflows, now includes bulk testing and AI telemetry, enabling companies to review behaviour at scale.

Other platform updates include integration management via the Sprinklr Marketplace, automated ingestion via a connector with CRON scheduling, guidance via Sprinklr Assist, and compliance controls via what it calls DRP 2.0.

Sprinklr serves customer-facing teams across social media management, marketing, advertising, customer feedback and contact centres. More than 1,600 enterprises use the platform, including Microsoft, P&G and Samsung, as well as 59% of the Fortune 100.

In customer feedback software, Sprinklr pointed to recent recognition in the Gartner Magic Quadrant for Voice of the Customer Platforms as it outlined the latest expansion of its VoC tools. The new Customer Feedback Copilot is intended to turn feedback into trend views, comparisons and drill-down analysis.

“With the Spring ’26 Release, we’re taking a major step forward in how enterprises drive outcomes with AI,” said Karthik Suri, Chief Product and Corporate Strategy Officer, Sprinklr. “As AI Agents resolve more customer issues autonomously, we’re giving teams the transparent, test‐backed validation they need to trust and scale them. Paired with a more intuitive AI+ Studio and smarter copilots across the Sprinklr suite, these advancements help brands turn automation into measurable impact – and ultimately into more seamless, personalized moments of customer delight.”