Customer experience management platform Sprinklr has integrated its artificial intelligence (AI) platform with Google Cloud’s Vertex AI.
“Generative AI is giving our AI wings,” Sprinklr founder and CEO Ragy Thomas said in a Thursday (Sept. 7) news release. “Our customers demand the ability to work with their preferred AI tools and partners and offering flexibility and choice is a major advantage.”
Thomas added that the expanded partnership with Google Cloud lets Sprinklr offer customers access to their preferred generative AI platforms “integrated with Sprinklr’s proprietary AI+ focused specifically on deriving insights from unstructured customer experience (CX) data.”
According to the release, the integration will let retail companies “elevate contact center efficiency with generative AI capabilities to support service agents.”
Instead of spending time crafting refined responses, agents can now draft a response and adjust the length, tone and grammar with a click.
“Previously, AI could suggest a relevant knowledge base article to be referred to for a particular case,” the release said. “Now, Sprinklr AI+ can craft a customized excerpt from the selected article for the agent, to be adjusted and used in a real-time response.”
Tech companies, meanwhile, can use Sprinklr AI+ to create comprehensive ad campaign briefs, “draft channel-specific content with a natural prompt, and finalize content revisions with simple clicks versus hours of tedious editing.”
The news comes a little more than a week after Google Cloud announced several updates and expansions to its Vertex AI platform, designed to offer customers a wide range of AI models.
The company wrote on its blog that it has seen strong demand for Vertex AI, with customer accounts increasing more than 15 times in the last quarter.
The integration is also part of a near-constant flow of announcements involving AI partnerships, product launches and investments as the technology becomes more and more prevalent.
And as PYMNTS wrote Wednesday, the splashiest advantages in generative AI so far have involved text-based interfaces.
That could be changing, however, with Apple reportedly spending millions per day on its AI ambitions, including upgrades to its voice assistant, Siri.
“And the embedded voice tool sorely needs it,” that report said. “Most voice assistants today, including those from Amazon and Google, still struggle to move beyond a core set of applications like playing music, turning lights on and off, telling their owners the weather or stock prices, and relaying other information directly from a website.”
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