Sprinklr Service provides Generative AI capabilities that help agents work more efficiently, respond to customers faster, and handle cases with greater accuracy. These capabilities support tasks such as understanding conversation context, drafting responses, summarizing interactions, identifying key drivers, and improving service quality without requiring advanced technical skills.

These capabilities make it easier to process large volumes of customer interactions, surface important insights, and automate routine steps, allowing service teams to focus on resolving customer issues quickly and effectively.

This document provides a detailed outline of the Generative AI capabilities available within the Sprinklr Service product suite. The following tables, organized by module, list each supported capability and describe how it can be accessed, controlled, and configured within the platform.

The capability tables below include the following columns. 

• Feature Name: The official name of the Generative AI capability. This includes a link to the corresponding Sprinklr Help Center article for additional reference. 
   

• Availability: This column indicates the conditions under which a feature becomes available, including any required configuration steps or dependencies. 

• Auto-enabled with module: The feature is available immediately when the module is enabled. No additional configuration is required. 

• DP configuration required: The feature becomes available only after the module is enabled and the required Dynamic Properties (DPs) are configured. The DP names are listed directly in this column. Contact Sprinklr Support for assistance. 

• DP and additional configuration required: The feature becomes available only after the module is enabled, the required Dynamic Properties (DPs) are configured, and additional configuration is completed. 

  ​Contact Sprinklr Support for assistance. 
   

• Access Management: Specifies whether the feature can be controlled through Feature Access Management in AI+ Studio and whether rolebased access control (RBAC) is supported. This column explains how each feature can be controlled through Feature Access Management: 

• Enable/disable and RBAC supported: The feature can be turned on or off in Feature Access Management and supports role based access control (RBAC). 

• Enable/disable only (RBAC not supported): The feature can be enabled or disabled in Feature Access Management, but RBAC controls do not apply. 

• Not available in Feature Access Management:The feature cannot be managed through Feature Access Management. 
   

• Applicable Areas: Lists the dashboards, screens, workflows, or UI components where the feature is accessible. 
   

• AI Configuration Support: Indicates whether the feature supports advanced AI configuration such as prompt editing, model selection, guardrails, data masking, and orchestration pipelines within AI+ Studio. 

Agent Assist Generative AI Capabilities 

Agent Assist GenAI capabilities help support teams understand customer issues faster, craft better responses, and complete their work with less manual effort. These features make it easier to interpret conversation context, generate suggestions, and produce case summaries that speed up both live interactions and after‑call tasks.  

The following table lists all Agent Assist GenAI capabilities and explains how each feature can be accessed, controlled, and configured. 

Conversational AI Generative AI Capabilities 

Conversational AI GenAI capabilities help teams build and manage bots that understand customer intent, extract key information, and automate routine conversations. These capabilities simplify the process of discovering intents, creating workflows, and maintaining bot logic, so teams can improve customer engagement without extensive technical effort. 

Conversational Analytics Generative AI Capabilities 

Conversational Analytics GenAI capabilities helps teams understand what customers are saying, why they are reaching out, and how conversations evolve across channels. These capabilities make it easier to identify key topics, uncover common drivers, analyze conversation stages, and generate summaries that highlight important trends. 

Knowledge Base Generative AI Capabilities 

The Knowledge Base GenAI capabilities help teams create and improve articles that support both agents and customers. These features make it easier to identify content gaps, generate ideas, and convert community knowledge into helpful articles. 

Quality Management Generative AI Capabilities 

Quality Management Generative AI capabilities allow teams to evaluate customer interactions at scale and maintain consistent service standards. These features automate scoring, generate checklists, and highlight coaching opportunities, replacing manual sampling with continuous coverage.