Q. How can I enable Sprinklr AI+?

OpenAI generative AI features are not enabled by default within the Sprinklr enterprise product for any customers.  Please note the following timeline:

• OpenAI integrated features will be made available to a limited subset of customers via the Limited Availability (LA) program with a restricted usage for a defined time period. Interested customers can sign up for the LA program, though, note that access to features during the LA period to any customer is provided at the sole discretion of the Sprinklr team. 

• Following the feedback from the LA program, the OpenAI integrated features will be made generally available to all customers with the pricing plan.

• To learn more about getting this capability enabled, please work with your Success Manager.

Q. How does Sprinklr AI+ features work?

Sprinklr’s official engagement with OpenAI relies on APIs, which allow Sprinklr to communicate with OpenAI’s generative AI model and send the necessary context and content from Sprinklr to OpenAI. With the use of system and user prompts, OpenAI’s generative AI is able to return a response based on the input received.

Q. What are the checks and balances on the usage of Sprinklr AI+ features?

Sprinklr has implemented several measures to ensure the responsible and efficient use of the OpenAI generative AI features. These measures include rate limits, logging and reporting, and alerts. Rate limits prevent excessive usage of the OpenAI features, setting a limit on the number of requests that can be made within a given time period. This helps to prevent excessive usage and cost.

Logging and reporting keep track of the usage of OpenAI features, recording and storing data about each request made, including the user and the request type. This data can be used for analysis and troubleshooting, as well as to monitor usage and identify potential issues or misuse. These measures ensure that OpenAI features are used responsibly and effectively in Sprinklr.

Q. How accurate is the response from the Sprinklr AI+ ?

The accuracy of the response received through the OpenAI enabled features is determined solely by OpenAI and is influenced by factors such as the customer’s inputs, context, and the prompts configured. While the responses generated by OpenAI are advanced, they may not always be completely accurate.

Although Sprinklr does not manage the OpenAI algorithms and is not responsible for the quality, accuracy, or effectiveness of the OpenAI-generated output, we have implemented several quality assurance mechanisms as part of this integration, including testing and validation of the input data, user feedback, and the ability for users to review and edit responses provided by the OpenAI integrated features.

While Sprinklr strives to provide the most accurate and relevant responses possible to its customers, customers should always validate the accuracy of any response generated through the OpenAI enabled features before use. 

Q: Will Sprinklr send customer data to OpenAI for Sprinklr AI+ features?

If customers choose to enable and leverage the OpenAI features within the Sprinklr platform, data will be shared with OpenAI. However, the type of data shared with OpenAI will vary depending on which Sprinklr feature is being used. For example, use of the Sprinklr AI+ features for the Quick Publisher may result in the transfer of general customer content (e.g., possible brand responses) to OpenAI. By contrast, use of Sprinklr AI+ to review content, or to auto-summarize discussions within Sprinklr Service is likely to include personal information from both your users and your customers, as well as their conversation content. Please note that, under the terms of Sprinklr’s official engagement with OpenAI, OpenAI does not use customer data submitted through the Sprinklr integration to train or improve the OpenAI models. Pursuant to the terms of our agreement, all data shared with OpenAI through our integration is also deleted within 30 days.

Q: How will Sprinklr safeguard customer data through the use of OpenAI generative AI features?

Sprinklr does not leverage the publicly available consumer product “ChatGPT'' as part of this engagement. Instead, Spriklr has contracted with OpenAI as a subprocessor: this means that Sprinklr has an official engagement with OpenAI for use of their generative AI features and the data protection terms in place to govern OpenAI’s use of data are equivalent to what Sprinklr has committed to in our agreements with our customers.

This includes elements such as robust security measures, breach notification procedures, and standard contractual clauses to enable cross-border data transfers. As of part of this engagement:

• OpenAI does not use customer data submitted through the Sprinklr integration to train or improve the OpenAI models.

• Any data submitted to OpenAI as part of the integration will be retained for 30 days by OpenAI for abuse and misuse monitoring purposes, at which point it is deleted. 

• Sprinklr has also opted out of use of any non-API data that may be sent to OpenAI for model improvement. 

You can learn more about these OpenAI policies here. Please note that at this time, the OpenAI generative AI features are not enabled by default within the Sprinklr enterprise products and use of these features is optional.

Q: Is customisation of the Sprinklr AI+ features possible?

Sprinklr offers customization capabilities for its OpenAI integrated features through custom prompts, as may be required by our customers for different use cases. Customers can specify parameters for the responses generated through the OpenAI integrated features such as the length of the response, the tone or sentiment of the response, and more. Note that customization will be subject to Sprinklr’s evaluation and executed by internal Sprinklr teams with a specified process and TAT. 

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