Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 20.10 release brings new features to enhance customer experiences, drive significant business impact, and improve overall outcomes.

Sprinklr AI +

Sprinklr Copilot for Research

In this update, Sprinklr Copilot for research now accommodates all languages offered on the Sprinklr platform, allowing for the generation of responses in multiple languages.

Data Sources and Channels

TikTok Mentions and Hashtags Listening

In this release, Sprinklr introduces support for programmatic self-configuration of brand-specific TikTok hashtags, significantly improving scalability and reducing operational overhead. Brands can now manage their TikTok Mentions setup more efficiently, without relying on manual intervention. 

Key enhancements include: 

• Self-service setup for brand-specific TikTok hashtags, eliminating the need for manual configuration through TikTok's backend. 

• Real-time visibility into hashtag status (e.g., active, processing, locked), providing greater transparency. 

• Enhanced error handling, including inline validations and alerts for usage limits or configuration issues. 

• Improved operational efficiency with audit trails and support for CSV upload/download to manage hashtag data at scale. 

TikTok Creator Marketplace Integration

Sprinklr now enables users to discover TikTok creators directly within the platform through integration with the TTO Creator Marketplace API, offering authenticated access to TikTok’s creator data. This new capability allows users to search, filter, and evaluate creators based on multiple attributes such as audience demographics, engagement rates, content type, and pricing. Previously, TikTok creator discovery was not supported in Sprinklr, limiting influencer planning and outreach. With this enhancement, users can build targeted influencer strategies by surfacing relevant creators aligned with campaign goals, making the discovery process more efficient and data-driven.

TikTok- Search Keyword Trends and AI-Powered Keyword Recommendations

In this release, we’ve added support for displaying both Trending and AI-Powered Recommended TikTok search keywords within the TikTok Discovery tab. This enhancement improves user access to valuable, real-time search-intent data from TikTok, enabling more informed decisions across modules like content planning, listening, and campaign strategy.

While trending keywords highlight what’s gaining traction on the platform, the AI-powered recommendations offer keyword suggestions specifically related to your brand, product, or service, making the insights more relevant and actionable for your business. This update delivers a more intuitive, centralized, and strategic experience when exploring TikTok search trends.

Key features include:

• Trending Search Keywords: Real-time tracking of trending search terms on TikTok, enhancing content strategy, listening, and benchmarking capabilities.

• AI-Powered Keyword Recommendations: AI-driven keyword suggestions to help refine content creation and boost performance.

Bluesky as Benchmarking Sources

In this release, Bluesky has been added as a benchmarking source in Sprinklr. You can now monitor and analyze public conversations on Bluesky, similar to X (formerly Twitter), to gain insights into emerging trends, competitor activity, and audience sentiment.

Listening

Quote Tweets to be mapped with Source Tweet

A new dimension, “Quote Source,” is now supported within the Inline Editable Table widget. This enhancement enables users to view the source of quoted tweets directly in the table for better context. The dimension is exclusive to Inline Editable Tables and will not be available for plotting in other widget types. Please note that if the source tweet contains only media (images, videos, or GIFs), the source will appear blank. Additionally, in edge cases where a tweet quotes a blank retweet (a retweet with no text but with its own source tweet), the Quote Source will also display as blank due to platform constraints.

Use Case Hub

You can now access out-of-the-box source-specific use cases for X (formerly Twitter), Reddit, and TikTok directly in the Listening Use Case Hub, giving you more targeted insights by platform. In the Gallery View, you can easily switch between Industry Use Cases and Source Use Cases. When you select a source use case, you’ll be guided through a tailored input form that takes you straight to a ready-to-use dashboard. This update introduces the first set of channel-level dashboards, paving the way for more channel-specific capabilities in the future.

Benchmarking

Use Case Hub

The Use Case Hub (UCH) is now integrated into the Benchmarking module, allowing you to launch best-practice benchmarking dashboards directly from the use-case gallery for faster, insight-driven analysis. As of 20.10 release, Benchmarking supports the following out-of-the-box use cases:

• Top Performing Posts for My Brand

• Overall Brand Performance

• Monitor Executives' Performance

• Top Performing Key Objectives and Customer Journey Stages of My Brand vs Competitors

• Top Performing Content Themes and Tones of My Brand vs Competitors

• My Brand vs Competitor Brands Performance.

This integration makes it easier for you to explore, compare, and act on performance insights with just a few clicks.

Customer Feedback Management

Analytics

Custom Metrics for CFM

In this release, you can now create custom metrics directly within CFM, giving you more flexibility and power to analyze your survey data. You can define new metrics by calculating values based on existing survey data. By selecting multiple question metrics, you can apply arithmetic operations, such as addition, subtraction, power, logarithm, and natural log (LN), to create derived metrics tailored to your specific needs. You can use them in Custom Dashboards for visualization and reporting. Until now, building derived metrics meant exporting data and processing it outside the platform. With this update, you can now do it all within CFM, saving time and enabling deeper insights, faster.

Drill-Down to View Responses

In this release, you can now view the individual completed survey responses that contribute to a specific metric value when drilling down across key analytics views.

This enhancement is available in the following areas:

• Custom Dashboards

• Analytics Feed

• Response Quality Dashboards

Previously, when you drilled down into any metric within these views, you couldn't have a way to see the complete underlying individual survey responses contributing to that metric. With this update, you now have full visibility into the actual responses behind the data, enabling deeper analysis, better context, and more informed decision-making.

Recurring bulk import support for Survey Responses through UDC

In this release, we’ve introduced recurring bulk import support for Survey Responses through UDC, allowing you to automatically ingest survey data from external systems. This feature helps consolidate responses from multiple channels or migrate legacy data into a centralized platform while ensuring accurate mapping to survey questions for consistent analysis. By enabling the import of historical and multi-source data, it simplifies data consolidation, supports retrospective analysis and on the fly data modulation, and maintains seamless workflow continuity for more comprehensive insights.

Stream Widget for CFM Analytics

In this release, we’ve introduced the new "Response Stream" widget in CFM Analytics, giving you a real-time, running stream of survey responses combined with key metrics like NPS, CSAT, and sentiment analysis, all in one view. This feature is designed to quickly monitor customer feedback and take immediate, informed action.

Custom Reporting of Profile related dimensions/metrics

In this release, standard profile fields are now supported as dimensions across the widget builder, filters, and drilldowns in CFM Analytics. This enhancement enables more granular data segmentation and deeper analysis by incorporating profile information throughout your reporting and visualizations.

Custom Reporting of Distributions related dimensions/metrics

In this release, we have added new distribution standard fields for filtering, drill-down, and plotting in analytics. These fields are organized into a dedicated bucket named “Distribution Fields”, which contains two sub-buckets: Distribution Metadata and Invite Performance Metrics. This structure helps streamline data analysis by clearly categorizing distribution-related information for easier access and better insights.

Custom Reporting of Transaction related dimensions/metrics

In this release, we’ve enabled support for standard transaction fields as dimensions across the widget builder, filters, and drilldowns in CFM Analytics, allowing you to leverage transaction data for deeper analysis and more flexible reporting. Additionally, a new top-level bucket called “Transaction Fields” has been introduced, containing two sub-buckets: Transaction Metadata and Custom Fields (already supported). This improvement enhances the organization and accessibility of transaction-related dimensions throughout the platform.

Widget Summarizer

With this release, we've introduced Widget Summaries to CFM Custom Dashboards, providing you with concise, contextual summaries of survey response data across a wide range of visualization types.

This enhancement brings the Widget Summarizer to the following chart types:

Line, Spline, Area Line, Area Spline, Bar, Column, Table, and Pie. The Widget Summarizer simplifies insight discovery by generated insights, helping you quickly understand the key takeaways from your visualized data. Previously, this functionality was only available for Response Stream and Table Widgets containing text responses. Now, it has been extended to multiple widgets, further enhancing the Survey Analytics experience in Sprinklr Customer Feedback Management.

Drill Down Summarizer

In this release, we've introduced the Drilldown Summarizer in CFM Custom Reporting and Analytics Dashboards. This one-click feature allows you to instantly generate a summary of the key themes and responses behind any data point. The Drilldown Summarizer empowers you to uncover granular insights from survey data by dynamically filtering responses based on attributes such as location, product, or sentiment. By surfacing key trends, identifying root causes, and delivering persona-specific insights, this feature enhances your ability to make data-driven decisions and take targeted actions, ultimately strengthening your customer experience (CX) strategy.

Distribution

Email Distribution- Transalation

In this release, Email Distribution has been enhanced with a clearer translation setup and a more streamlined scheduling flow. The new translation experience makes it easier to select and manage multiple languages, view existing translations, and use Auto Translate with better control. At the same time, scheduling and link settings have been combined into a single step, giving you streamlined workflow, flexible distribution options, and smarter expiry controls. These improvements make configuring and sending surveys simpler, faster, and more efficient.

Thank you for using Sprinklr Insights. The 20.10 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.