Sprinklr Unified Platform and Cross Products' latest 20.4 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows.

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Here are the key features included in Sprinklr's latest release:

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AI+ Studio

The following AI+ Studio update enhances advanced audio interpretation, image generation, and secure AI interactions, expanding AI-driven workflows and automation.

Support for Audio Interpretation Model Type & Audio Inputs in AI+ Studio

AI+ Studio now supports audio inputs in the Prompt Node, enabling integration with audio interpretation models across supported AI providers.

Key Enhancements

• Users can now send audio files as inputs in requests.

• Expanded AI capabilities beyond text-based interactions.

• Supports new use cases, such as Quality Management (QM) for tonality analysis.

Refer to Providers and Model Settings in AI+ Studio for more details.

Support for Image Generation Models & Image Inputs/Outputs in AI+ Studio

AI+ Studio now supports image inputs and outputs in the Prompt Node, enabling interaction with image generation models across supported AI providers.

Key Enhancements

• Users can now submit images for interpretation and analysis.

• AI-generated images can be requested based on text or image prompts.

• Supports image editing capabilities for Social use cases.

 Refer to Providers and Model Settings in AI+ Studio for more details.

PII Masking and De-Masking for Generative AI Models

AI+ Studio now supports PII Masking and De-Masking at the deployment level, enhancing security and compliance when using Generative AI models.

Key Enhancements:

• Mask sensitive data before sending requests to AI/LLM models using AI-driven or Regex-based approaches.

• De-mask PII in responses to ensure data integrity while maintaining privacy.

• Configurable at the deployment level for greater flexibility and control.

Integrations

Live Chat Audio Calling in Sprinklr iFrame

Introducing ‘Call on Live Chat’ button in Sprinklr iFrame that supports two-way audio calling allowing both agents and customers to initiate calls.

Key Enhancements:

• Added a ‘Call on Live Chat’ button to initiate audio calls.

• Inbound and outbound calls function smoothly, ensuring a reliable calling experience.

• Call recordings are automatically saved in the conversation and can be downloaded.

• Customers can also call agents, with cases assigned to the mapped user for continuity.

Refer to Care Console iFrame for more details.

Introducing ‘Sync Assignee’ for Mapping Case Assignees in MS Dynamics Connector

Sprinklr now supports mapping the Case Assignee to the Lookup Case Owner field in MS Dynamics connector, ensuring seamless case assignment and synchronization.

Key Enhancements:

• Introduced a ‘Sync Assignee’ configuration in the UI for easy setup.

• Added support to assign the corresponding Dynamics case owner to match the Sprinklr case assignee.

• Enabled bidirectional sync, ensuring assignee changes in Sprinklr or MS Dynamics reflect across both platforms.

This update enhances case management integration, improving workflow efficiency and ensuring accurate case ownership across Sprinklr and MS Dynamics.

Unified Data Connector

Mapping of message level custom fields

In the Unified Data Connectors module, for File Based Connectors, you can map Message-Level source headers to the Sprinklr destination fields. Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields and custom fields that aid the Sprinklr system in creating the entities in Sprinklr. For more information, refer to Mapping Configuration Screen for Live Chat.

Encryption in File Based Connectors

To strengthen data security, the Unified Data Connector module has been enhanced to import encrypted data. You can now upload encrypted data in the file storage and Sprinklr will decrypt and ingest the data through the Unified Data Connector. This is applicable for File Based Connectors. Sprinklr shares the public key which is used by the customer to encrypt the data. Corresponding Decryption key is configured in the backend. Therefore, when the encrypted data is uploaded and when the key pair matches, the data will get ingested.

This feature adds an extra layer of security, preventing unauthorized access and maintaining data integrity during migration.

For more information, refer Encryption in File Based Connectors.

Configuring an Azure Blob Connection

The Azure Blob Storage Connector enables you to seamlessly integrate Sprinklr with Azure Blob Storage along with currently supported SFTP, S3, and GCS storage systems. This integration can be particularly useful for managing large datasets, importing files, and ensuring seamless workflows between Sprinklr and Azure.

For more information, refer to Configuring an Azure Blob Connection.

Creating Customer Profiles

You can create customer profiles through Filed Based Connectors within the Case Level Fields by mapping Customer Name, Customer E-mail ID, Customer phone number, or Customer ID in the Mapping Configuration screen.

When profiles are created, Sprinklr automatically links an incoming case to an existing profile if the provided email address or phone number matches the details stored in the system.

Additionally, when migrating cases from an external platform to Sprinklr, you can associate those migrated cases with pre-existing customer profiles. This ensures that customer history and interactions are accurately tracked and maintained.

For more information, refer to Creating Customer Profiles section in the Group for Case Level Fields table of the Mapping Configuration Screen for Live Chat topic.

Secure S3 Access via IAM Roles in Data Connector

To enhance security and reduce reliance on credential-based authentication, the Unified Data Connector will now support IAM role-based access for S3 buckets. This ensures a more secure way to share access, aligning with security policies by eliminating the need for credentials.

With this enhancement, users can choose between IAM roles or Secret Key authentication when configuring S3 access. If IAM roles are correctly configured, users can browse the S3 bucket without entering credentials. If not, a validation message will prompt them to check their configuration.

This update improves security, flexibility, and user experience while maintaining support for existing credential-based access. For more information, refer to Configuring an S3 Connection.

File Based Connectors support for E-mail and Channel Agnostic Cases

The Unified Data Connector module has been enhanced to support File Based Connectors such as S3, SFTP, Azure Blob, GCS for E-mail and Channel Agnostic cases along with Standard Connectors such as Zendesk and Freshdesk. For more information, refer to Configuring Source Selection for Email.

Sandbox

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ChangeSet Approvals and Deployment Process

The changeset approval and deployment feature is designed to enable a structured approval process before deploying a changeset on the platform. This process ensures that changes undergo both internal and client approvals, enhancing control and accountability.

The approval flow begins when the user creates a ChangeSet and sends it for approval. The changeset is forwarded to the approvers for final deployment. This ensures that all relevant stakeholders are informed and aligned before any changes are implemented.

For more information on solution flow, refer to ChangeSet Approvals and Deployment Process.

User Input for Individual Entity Actions

This feature allows users to define the Changeset Entity Action for each individual entity in the export file.

As part of this enhancement, an additional column is added to the export file, enabling users to specify the required actions for each entity.

Once updated, the export file can be imported into Sprinklr, where the changeset is processed based on user inputs.

For more information on the steps to use this feature, refer to User Input for Individual Entity Action.

Migration support for Guided Workflow

The Sandbox module now supports migration of Guided Workflow development, staging, and production. For more information on supported entities on Sandbox module, refer to Sandbox Entities.

DP Mismatch Information

This feature has been introduced to address discrepancies in enabled Dynamic Properties (DP) during migration between production, staging, and development environments. Such inconsistencies can lead to significant debugging challenges, resulting in wasted time and project delays. In the Export excelsheet, a new sheet named Dynamic Properties Difference has been introduced that highlight Mismatch DP, Value in Source, and Value in Destination columns.

For more information on, refer to DP Mismatch Information.

Display and Presentations

Interactive Filters to Update and Manage Date Range through Shareable URLs  

Sprinklr Display and Presentations now allows interactive filters in shareable URLs for dynamic storytelling and KPIs visualization, reducing setup time and boosting efficiency. Date range adjustments can be made directly through shared links, offering more control to users without affecting widgets with custom date overrides.   

New Data source: Service Analytics  

Sprinklr Display/Presentations now support Service Analytics data source which offers for more comprehensive reports across the service quality and operations.  It lets you understand the important KPIs and understand insights from your service data from agent timecard and performance reports, workforce management to omnichannel reports comprising of social, live chat and voice.  

This also includes Generate Presentation feature which offers seamless one clicks creation of presentations from desired dashboard.   

Bulk Actions on Scenes or Slides  

We are introducing bulk actions on scenes/slides, streamlining setup and boosting productivity. Key actions include Move to Start, Move to End, Copy to Clipboard, Disable/Enable, and Delete, offering flexible slide management. Bulk actions simplify managing presentations and storyboards, making daily tasks faster and more efficient.  

Quick Action Toolbar to Enhance Efficiency with Instant Access  

With this Release, we are streamlining widget management with a quick action toolbar, saving time and boosting productivity. Actions like cloning, swapping widget types, and design adjustments can be made directly from the toolbar without navigating multiple tabs. This efficient setup allows for quick changes to widgets and designs, improving the overall presentation editing process.  

Sync Style Kits Across Multiple Presentations/Storyboards 

The Style Kit Library allows you to create and save custom themes for presentations and storyboards, including fonts, colors, and backgrounds. With the Synced Style Kits feature, changes made to a style kit can be easily applied across multiple presentations/storyboards, allowing for brand and design consistency to be easily maintained. 

Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). The 20.4 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at support@sprinklr.com.