Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!

Listening

Listening | Introducing Smart Insights for Quick Analysis

Powered by Sprinklr's AI, Smart Insights will automatically surface the top drivers of a spike on a trend or relevant data points on dashboards. The pinpointed factors (top contributing hashtags, authors, links, locations, etc.) will enable automated Root Cause Analysis and drastically cut time spent on manual analysis.

Smart Insights is also introduced for Benchmarking, for more details jump to - Smart Insights Introduced for Benchmarking.

Listening | Introducing Theme Library in Sprinklr Insights

We are introducing Theme Library for our Sprinklr Insights users. The primary objective of this capability is to enable the creation of quick, rich, and insightful reports by reducing time in theme creation and setup. While creating/adding a new Listening theme, you can look for the theme in the library that is relevant to your industry and you can use it instead of creating a new theme from scratch. It will help in saving your time and increase productivity.

Have a look at the key features of Sprinklr’s Theme Library:

1. Sprinklr’s Theme Library contains 5000+ themes based on different use cases relevant to your industry.

2. The themes in the Theme Library are categorized into different industries and categories:

   • Industry: Airlines, Alcohol, Apparel & Fashion, Automobile, Baby Care, Banking, Beauty & Personal, Media & Entertainment, Food & Beverage, Healthcare – Pharma, Hospitality, Household, Retail Stores, Technology, and Telecom.

   • Category: Product Experience, Customer Experience, Brand Insights, Customer Care, Marketing Insights, Crisis Management, Audience Insights, Employee Insights, Executive Insights, Lead Generation, Brand Trust, and PR Insights.

3. You can deep-dive inside the theme groups and select the best themes based on your requirements.

4. Bulk Import all relevant Themes in one go.

5. Enrich through tags and custom properties before adding to customize.

6. Ability to propose suggestions directly from the platform.

7. User-friendly navigation to view themes and theme groups.

8. Ability to search the most relevant theme in the theme library.

Listening | Revamped Dashboard Usability with All New Header Experience

As a part of our new design language, Hyperspace, we have redesigned the dashboard header to focus on simplicity, consistency, and a better affordance for most used actions. 

The changes made to the dashboard header are listed below:

1. The Favorite icon has been moved to the top-left corner.

2. You can navigate to the dashboards and dashboard tags by clicking the Dropdown icon.

3. There is a Compare Mode icon to enter and exit the compare mode.

4. You can access Settings from the Dashboard Options icon.

5. The Filter bar will always be appearing above the dashboard sections.

6. We have replaced the Clear Filters tab with a Cancel icon.

7. There is an Addition icon by clicking which you can add new sections to your dashboard.

8. When you have too many dashboard sections, you can simply use the navigation arrows (left and right) to navigate the dashboard sections.

9. You can now apply filters to your section through the Section Filters Toggle icon.

10. We have added a Suggested section in the Drill Data window where you will see the suggested dimensions.

Universal Search | New and Improved Universal Search to Support Listening Entities

Sprinklr is undertaking the most radical change to its search results ever, introducing all new and improved Universal Search that will blend listings from all the entities available in Sprinklr. It can help you quickly find and access all the entities of Sprinklr like Dashboards, Topics, Themes, Keyword Lists, Brands, Audience, Products, Custom Metrics, etc., thus saving time in locating data that you want to view. You can submit a universal search using the Universal Search icon which is available in the Navigation bar, irrespective of the product or module you are accessing. The new and improved Universal Search capability filters all records that contain the given search term and displays the data in default or custom layouts.

Listening | Introducing All New Redesigned Listening Home

To declutter the Listening home, Sprinklr will no longer automatically produce the "New Insights" or "Overview" dashboards when a new topic group is created. Instead, there will be now two newly designed standard dashboards Topic Analysis and Multi Topic Analysis in the environment, and users can use these two dashboards across all topics.

Listening | Ability to Discover, Navigate, and Edit Topics/Themes/Keyword Lists Directly via Dashboards

We have introduced the hover-over capability using which you can now view details of Topics, Themes, and Keyword Lists directly from the dashboard filters without going into the Settings. The main purpose of introducing this capability is to prevent you from switching to multiple windows and to give you more context on the data being fetched. You can edit the queries on the go and make the data more in line with the required analysis/reporting.

Key features –  

1. Ability to view and edit details for Topic, Themes & Keyword List from the filter  

2. Ability to Collaborate and view Activity from Third-pane  

3. Ability to toggle Fetching On/Off for Topics contextually

Listening | Added Advanced Query Support in Theme Builder

Sprinklr’s New Theme Builder UI makes the theme creation process faster, responsive, and user-friendly. With added functionality in the Advanced Query sections, you can now make flexible queries using new operators supported by AI-based functionalities like Keyword Suggestions, Autocomplete, and In-Query Error Validations.

Key features – 

1. Usability: Operation Suggestions, Color Coding, Autocomplete

2. Functionality: In-Query Error Validations and Highlighting, AI-Based Keywords Suggestions

3. New Operator Support: Keyword List, source, messageType, spam Category

Listening | Enhanced Actionability in Reporting

We have now introduced a new Inline Editable Table widget in listening that allows you to make upfront, inline edits to widgets, along with the ability to filter, sort, search and take bulk actions on the go, imparting quick actionability.

A revamped tabular view helps you visualize your messages, enabling you to take quick inline actions like changing the sentiment, adding tags, etc. You can also filter and sort the conversations right from the widget without going into edit mode.

Listening | Added "Last 1 Hour" in Date Range Picker

We have added a new option "Last 1 Hour" in the date range picker on Listening module. Using this option, you can now analyze the dashboard as well as widget data minute by minute. For example, if you want to see minute by minute graph for mentions, select "Last 1 Hour" in the date range picker. This will show you the changes took place in mentions during last 1 hour.

Listening | Support of Advanced Mathematical Operators in Numeric Custom Field

While creating or editing a Listening widget in the widget editor, we now support advanced mathematical operators in a numeric (message type) custom field for quantitative analysis. Other than containing, not containing, exists, you can now use greater than, greater than or equals, less than, less than or equals, and equals mathematical operators. 

Through this capability, we provide you with a quick and effortless way of creating widgets or exporting data for a specific set of values. The newly added mathematical operators (filter types) will help you draw insights by defining ranges, aggregating numeric values, etc.

Listening | Ability to Include Zero Valued Data-points in Widgets

You will now have the ability to include zero-valued data-points in widgets for Time dimensions. Currently, if the value of a metric is Zero for a particular Time dimension value, it is skipped. With this option, you can also show the zero-values points in the graphs and widgets for enhanced reporting purposes.

For example, the volume of published messages is 1 on 6th, 12th, 14th, 16th, 18th, 22nd, 24th, and 26th October, respectively. When a trend line is plotted for the last one month's time period along with the Include Zero-Valued Points configuration, then the line will represent the values for 6th, 12th, 14th 16th, 18th, 22nd, 24th, and 26th October along with the zero values for the remaining days of the month.

Listening | Introduced Volume Threshold Removal Options in Listening Settings

In Volume Threshold within Listening Settings, you will now have the flexibility for the following  – 

1. Hide and Remove Default Topic Threshold

2. Hide and Remove Default Topic Group Threshold

3. Remove Daily, Monthly, Lifetime options from Overall Threshold

4. Remove Daily, Monthly, Lifetime options from Workspace Threshold

For more information, refer to this article – Volume Threshold Removal Option in Listening.

Listening | Introduced New Search Operators in Listening Advanced Queries

We have added 3 new search operators – messageType, source, and spamCategory. You can use these newly added operators for creating more refined topics.

• messageType: (filtering by message type, e.g. Facebook comment)

• source: (filtering by sources like Blogs, Forums, News, Facebook, Reddit, etc.)

• spamCategory: (filtering out the AI-detected inappropriate content or advertisements)

Listening | Ability to Create Profile List Based on Widget Level Filters

On a Listening dashboard, the Audience Profile List you create will now be based on the widget level filters, irrespective of the filters applied on the dashboard. You can now precisely define profile list conditions in a widget and then generate the list. You can use multiple conditions in Listening like keywords, metrics, country, age, userbio, etc. All the widget-level filters can be used to achieve the nearest audience for their use case. Once the audience is defined, use Manage Audience to generate a profile list. This profile list would contain only those audiences that satisfy conditions in the table widget.

Listening | Enabling "Media Reach" and "Overall Reach" Metrics for All Listening Users

We have enabled the two Listening metrics "Media Reach" and "Overall Reach" for all Listening users. 

1. Media Reach: It’s circulation numbers for print, viewership for Broadcast (from Nielsen), and Unique Visitors per Month (UVPM) for Online News. These numbers are updated quarterly.

2. Overall Reach: Overall Reach is the sum of Media Reach (Web Domains) and Reach (Social Channels), i.e. Media Reach (Web Domains) + Reach (Social Channels).

Listening | Ability to Manage External Shareable Links from Dashboard Manager

We have added 2 new columns in the Dashboard Manager – External Sharing Status and External Link Share Expiry. So now you can easily identify which dashboards have external links and by when those links will be expired.

• External Sharing Status: In this column, you can check the external sharing status of the dashboard, i.e. either Active or Inactive.

• External Link Share Expiry: In this column, you can check the expiry date, i.e. by which date the external shareable link will be expired.

You can easily track the share-ability of reports by looking at the sharing status, and update the expiry details for the dashboards before they become inaccessible.

External Share | External App Support in External Shareable Link

In order to make link sharing even more convenient, external shareable links can now be embedded in third-party applications like Wix, SharePoint, etc.

Listening | Support for HTML+ Export Type in Scheduled Exports

HTML+ Exports are fully engageable in email, responsive across devices and are easy to scroll and read for executives without having to make any clicks. This feature is now available to all Listening and Location Insights customers by default.

Alert Manager

Alert Manager | Self Serve Volumetric Alerts for Listening

We now have Volumetric Alerts in Alert Manager to allow users to monitor spikes in listening volumes on specific conditions and notify key stakeholders. This uses a simple form to create alerts based on specific volume thresholds and send email notifications at pre-selected frequencies. Users can send real time notifications as soon as the volume threshold is reached using the "Everytime" frequency option.

Key features – 

1. Simple form to create alert and send notifications

2. Various alert frequencies to choose from

3. Real-time alert frequency available for Volume condition

Alert Manager | Customizations in Alert Email Notifications

In Alert Manager, we have added some customizations in the notifications section of alert creation form to help email recipients easily identify and search the right email in their inbox. As a part of this enhancement, there are 3 new options visible in alert creation form:

• Custom Subject Line – Choose a custom subject for email.

• Sender – Choose an email alias which will be visible in the email to recipients.

• Include Timestamp – Selecting this appends timestamp [with a default timezone (GMT)] to the email subject.

This will improve identification and segregation of alert emails in your inbox and reduce hassle in searching the right alert email.

Alert Manager | Consumption Metrics Available for Smart Alerts

Admins can now track consumption of Smart Alert Emails using newly introduced dimensions in widgets, and refine the alerts with the least consumption to increase value. The dimensions introduced are: Alert Email – Top Posts Clicks, Alert Email – View in Sprinklr Clicks, and Alert Emails Opened. The data source to be used is Consumption Analytics. For more information, refer to Consumption Metrics Available for Smart Alerts.

Alert Manager | Reporting Available for Smart Alerts

For better audit of Smart Alerts created via Alert Manager, we have introduced new dimensions in reporting widgets like Alert Name, Alert Count, Alert Email Ids, etc.

Smart Theme Explorer

Smart Theme Explorer | Added New Functionalities to Make Smart Theme Explorer More Powerful

Smart Theme Explorer is now more powerful with added functionalities like hide clusters for enhanced reporting, expanded language support for localized use cases, and smart theme explorer widget support in Standard Dashboards to quickly view insights on existing Topics & Topic Groups.

1. Hide Clusters: If you do not want to see any specific cluster or you do not find it helpful, you can simply hide it. The newly introduced Hide Clusters option in Smart Theme Explorer will allow you to hide any cluster from the widget menu (both in chart and list views) as well as by hovering over the cluster (only in the chart view) for better reporting.

   From Widget Menu

   By Hovering Over the Cluster

2. Availability in Standard Dashboards: Smart Theme Explorer is now available in Standard Dashboards so that you can view insights on existing Topics and Topic Groups instantly.

3. Expanded Language Support: We have expanded the language capabilities to more AI-supported languages, such as Chinese, Japanese, Korean, Dutch, Portuguese, and Italian.

Audience Insights

Audience Insights | Introduced Auto-refresh and Shareability for Audience Studies

In the Audience Insights dashboard, we have introduced auto-refresh and shareability for audience studies.

1. The audience studies created will now be auto refreshed after every 7 days. As a result, you will get the most recent follower activity.

2. We have added the "Get External Link" option in the Audience Insights dashboard. Now you can easily share the audience insights dashboards with external users.
   

Benchmarking

Benchmarking | Smart Insights Introduced for Benchmarking

We have now introduced Smart Insights for benchmarking. It takes a lot of manual and guess work for brands to drill-down on each data anomalies or deviation to figure out the exact causes for a spike on any data point. Smart Insights provides a faster and smarter way to gain those social insights.

Powered by Sprinklr's robust AI, Smart Insights automatically detects and uncovers meaningful insights from the clutter of social & digital media conversations. It enables you to find and report the pinpointed factors in a summarized format which are contributing towards any anomaly in Brand's tracking metrics - competitor brand social account engagements, brand social media followers, or social account activities.

It answers few questions such as:

• What were the most used hashtags and keywords in competitors' content that caused a spike in their social engagement?

• What was the most delayed reply by a brand's social account on a fan post?

• What were the top used content theme and tone in brand posts on a given day?

Benchmarking | Quora Added as Social Network in Benchmarking

We have now added Quora as one of the social networks in Benchmarking. Both brand accounts (e.g. https://www.quora.com/topic/Microsof...ws?q=microsoft) and personal accounts ( e.g. https://www.quora.com/profile/Puneet-Gupta-49) of Quora can now be added in Benchmarking.

Benchmarking | Support for IGTV posts in Instagram

We have now added support for IGTV posts in Benchmarking. IGTV is a video platform by Instagram, supporting videos that are longer in duration than Instagram reels. IGTV has been one of the most used video types by influencers on Instagram and monitoring their posts and engagement numbers is one of the major use cases for aspirational brands.

An example of IGTV post is - https://www.instagram.com/tv/CKwYl-XlQN6/

Benchmarking | Added Smart Alerts Support for New Channels

In Benchmarking, we have added Smart Alerts support for new social channels which are Sina Weibo, Twitch, and VK. So while creating a smart alert for benchmarking using Alert Manager, Rule Engine, and Engagement Column, you can now select Sina Weibo, Twitch, and VK as social channels.

Rule Engine

Alert Manager

Engagement Column

Benchmarking | Support Added for Link as Media Type for Twitter Posts

We now support web links as one of the media types for both brand and fan messages in Benchmarking. Link as a media type will be supported for:

• Dashboard level

• Widget level

• Media Type as Link in Twitter in Custom Metric

• Media Type in Export

Benchmarking | Ability to View Broadcasters for a Twitch Game

With new Twitch widgets in Twitch standard dashboard, you can now have insights on the video games which are broadcasted by a Twitch channel or vice-versa that is channels and broadcast viewers of a particular Twitch game. Users can drill down to have details on the streams, clips or videos of the games.

Benchmarking | Support for Brand Custom Properties in Exports of Brand Accounts

You have the ability to filter and assort the brands and social accounts in export as per their properties assigned by you. This is useful in Brand quarterly reports and will help to segregate the brands based upon common properties such as market region, industry, brand type, etc.

Key capabilities – 

1. New columns added in accounts export as BCP which stands for Brand custom properties.

2. For each of the properties, a separate column would be visible in exports such as market, industry, Brand type, etc.

Benchmarking | Deprecation of LinkedIn Data from Benchmarking

Keeping up with the latest LinkedIn compliance policies, LinkedIn data will now be removed from Benchmarking. A detailed list of scenarios where LinkedIn data is removed is listed below:

• Data from old LinkedIn accounts are no more applicable on any Benchmarking widget/dashboard.

• LinkedIn smart alerts data is now removed including the option in the social networks.

• LinkedIn data is now made unavailable for Benchmarking rules and removed as an option from the list of social networks in rules.

Location Insights

Location Insights | Introduced Smart Theme Explorer Widget in Location Insights Standard Dashboard

We have now added the Smart Theme Explorer widget in Location Insights Standard Dashboard in the first section – Locations. In addition to the attributes (subject categories and attribute categories) detected by the NLP Models, brands can leverage this widget to understand their customers’ unmet needs, top trends around their business locations. New themes of conversations can be identified and re-used in existing dashboards for superior insights.

Location Insights | Ability to Create Smart Alerts on Locations using Alert Manager

Alert Manager for Location Insights Module is now available to all Location Insights customers by default. We have done a few backend changes to improve alert detection and generation for business locations. Using Smart Alerts on Locations, the location managers can analyze top positive and negative feedback from customer reviews and modify operational strategies. Managers can also reply or route the alert messages using engagement dashboards to appropriate team members to ensure each unhappy customer is responded to. A great new addition in the alert creation form is the flexibility of choosing to create alerts on individual vs aggregate locations.

Product Insights

Product Insights | Bazaarvoice Integrated with Product Insights

Listening to Bazaarvoice accounts data along with having AI-generated insights is easily facilitated with the integration of product insights with Bazaarvoice API. Now, the users will be able to track & monitor the Bazaarvoice reviews, products with additional custom fields information directly coming from the Bazaarvoice API for in-depth analysis.

Some of the key highlights are:

• Direct product page integration with Bazaarvoice API. 

• Auto-product creation from Bazaarvoice accounts data. No manual intervention required.

• Availability of Bazaarvoice product & review level custom fields. For instance, locale information, Bazaarvoice product ID, Quality & Value rating, Is Bazaarvoice product active, etc.

• Auto-update of custom fields values, in case of any changes in Bazaarvoice data.

• Additionally, Bazaarvoice is also now added as a source in the accounts drop-down option on the product page.

Product Insights | Filter Introduced to View Parent or Initial Question for Q&A

We have now introduced the Message Sub Type filter, which enables you to check all questions raised around your brand under a single view in the engagement dashboards. This helps in grouping all the questions under a common view from Questions & Answers data (for amazon Q&A) with a single click filter. The Q&A content is categorized under forums media type.

Visual Insights

Visual Insights | Rule Engine Support for OCR

All listening mentions (Earned + Owned) can now pass through a listening rule. All listening mentions pulled in through visual topics made with text in images (OCR topics) will pass through the rule. Additionally, the workflow should route this to a partner queue. This partner queue should populate a dashboard.

Visual Insights | Ability to Detect More Objects, Activities, and Scenes Added

We have now added more objects, activities, and scenes to the existing list (currently 33 objects, 9 activities, and 18 scenes) in Visual Insights. Sprinklr's machine learning-powered objects/scenes/activities detection in images has now been extended to a predefined list of objects/scenes/activities with 4400+ entries. This will allow brands to identify common scenes like airports, tennis, etc. which were previously not available. These changes will be reflected in photo objects, photo activities, and photo scenes.

Visual Insights | Additional Sources Enriched for Visual Listening

In visual topics, you can now fetch data from these additional sources - News, Blogs, and Web. All images coming through web, news, and blog sources in listening will now be enriched on every Visual dimension.