Unified customer experience management vendor, Sprinklr, has unveiled its latest innovation, Conversational AI+ aimed at allowing businesses to deploy and scale generative AI-powered bots for human-like text and voice conversations.

The new customer service automation innovation comes as part of the vendor's 18.11 release. Other product enhancements in the new release include AI-powered capabilities across the product suite, with tools for creating and deploying virtual assistants.

"Sprinklr is committed to helping our enterprise customers recognise 20-40% productivity improvements across the front office," Sprinklr's CEO, Ragy Thomas, said. "Our 18.11 release includes... tools empowering brands to create and deploy virtual assistants that truly understand and engage with customers."

Conversational AI+ simplifies the process of building intelligent bots and is positioned as key to reducing deployment time. Businesses can define the bot persona, the functions it has access to, and the skills on which it is trained in three steps. The platform then creates and refines the bot using FAQ & Transaction Skill, enabling businesses to train a bot by entering their website or knowledge base URL or by uploading PDF documents.

Another capability is free form conversational flows instead of decision tree-based bot workflows, which allow for more dynamic and context-specific conversations, Sprinklr stated. A third feature is Sprinklr Guardrails, which are designed to ensure responses generated by the generative AI are brand compliant.

"Conversational AI solutions have solidified their place among the set of software services that organisations view as critical to their ongoing digital transformation," commented IDC Voice of the Customer and Experience Management Research Director, Lou Reinemann. "There's a huge need for innovation in this area, and it's exciting to see Sprinklr stepping up to simplify the deployment of AI-powered bots that feel human."