Unifying AI and human support with Sendbird’s Sprinklr integration
A seamless customer experience in the enterprise isn’t a nice-to-have—it’s a business imperative. When it comes to customer support, one broken hand-off between an AI support agent and a human representative can be the difference between loyalty and churn.
That’s why Sendbird has integrated with Sprinklr—one of the most widely adopted customer support platforms—to offer a unified, AI-first support experience that doesn’t sacrifice human expertise when needed. Your customers can start a conversation with an AI support agent and, if necessary, be handed off to human support —without ever leaving your in-app messaging experience.
Let’s dive into how this integration works, why it matters, and what it means for your support stack.
Why choose Sendbird AI Agent for Sprinklr?
Many modern support platforms claim to offer in-channel AI-to-human handoffs—but without the right AI agent platform, the experience breaks down. Poor infrastructure, shallow integrations, and missing context lead to more frustration than automation. To get value from a Sprinklr integration, you need an agentic AI that’s built for enterprise performance:
One that runs on world-class infrastructure with minimal latency and downtime.
One that natively integrates with Sprinklr, syncing knowledge, transcripts, summaries, and handoff events.
One that handles real support workflows—not just FAQs.
That’s where the Sendbird AI Agent stands apart. Customers don’t have to repeat themselves; support becomes faster, smarter, and seamless. Let’s dive in.
8 major support hassles solved with AI agents
How will it benefit your business?
The Sendbird AI Agent + Sprinklr integration delivers a one-channel experience. End users engage with your support team entirely through your app’s chat interface. Whether they’re interacting with an AI agent or a human, it’s one continuous thread—with no channel-switching required.
The Sendbird AI support Agent can proactively resolve issues, summarize conversations, and escalate intelligently.
With one channel, one conversation, and complete context, measurable results include:
Faster time-to-resolution: Let AI handle FAQs instantly while humans focus only on edge cases.
Higher CSAT: Maintain continuity and personalization, even when switching from bot to agent.
Reduced cost-per-ticket: Minimize human involvement while maximizing support quality.
Agent efficiency: Give your agents the history and summaries they need to resolve issues faster when AI passes them on a support ticket.
Sendbird AI agent + Sprinklr: How does it work?
Here’s how it works:
The AI support agent handles the frontlines. Your Sprinklr knowledge base gives insight to your AI agent, which instantly addresses routine inquiries and FAQs.
Escalations happen intelligently. The AI agent detects when escalation is needed (via user intent or a custom trigger) and initiates a hand-off.
The Sprinklr agents take over. The conversation history—including a real-time transcript and AI-generated summary—is synced into Sprinklr, and the human agents step in with the entire context.
No disruption to users. Customers see the human agents join in instantly in the same chat window without restarting the conversation or re-explaining their issue.
Automate customer service with AI agents
Core features and benefits of the Sprinklr integration
Features | Benefits | |
AI ↔ human agent continuity | Avoid conversation resets. Human agents pick up exactly where the AI support agent left off. | |
Sprinklr knowledge AI integration | Leverage existing knowledge base content to train Sendbird AI agents with article-level filtering by country, language, and approval status. | |
AI transparency (Full conversation transcript sync) | Every chat—AI or human—is attached as a transcript inside Sprinklr for auditing, training, and compliance. | |
Real-time escalation triggers | From simple button taps to advanced sentiment detection, customers can signal they need a human. | |
Performance analytics | Compare AI and human metrics side-by-side, including CSAT, hand-off efficiency, and resolution times. | |
Enterprise security compliance | Authentication, secure transcript storage, and GDPR-ready architecture. |
Who is Sendbird’s Sprinklr AI agent integration for?
This integration is purpose-built for enterprise support teams operating in complex environments, such as:
Global organizations managing multilingual customer bases.
Apps with hybrid support models—where AI handles 80% of volume, but humans remain essential for high-value interactions.
Companies using Sprinklr seeking a more modern, in-app, AI-first support experience.
No more context loss. No more juggling platforms. Enhanced CX and scalable support.
How to get started with AI agents in Sprinklr?
If you're already a Sprinklr customer, enabling the integration is simple. Reach out to the Sendbird team to get access to the AI agent. Once live, your support operation functions as a unified AI-human system—streamlining workflows and delivering better customer experiences at scale.
Empower your support agents with AI
Ready to upgrade to AI-first customer support?
Customers are agnostic about whether AI or a human solves their issue—they want it resolved quickly, in the same place they started. With Sendbird + Sprinklr, you can finally offer mobile, intelligent, and unified support.
To get a demo, talk to us—we’re here to help.
