Scaling Human Connection with AI with Sprinklr CIO Sanjay Macwan

On the 59th episode of Enterprise AI Innovators, hosts Evan Reiser (CEO and co-founder, Abnormal AI) and Saam Motamedi (Greylock Partners) welcome Sanjay Macwan, Chief Information Officer at Sprinklr. Sanjay explains how Sprinklr is using AI to enhance customer experience at scale by reducing friction, making engagement intuitive, and ensuring every user feels heard. He also shares practical examples of how internal operations are being optimized through AI.

Quick takes from Sanjay:

On transforming billing with AI: "That workflow from sending a bill to collecting the cash can be incredibly complex. I did solve that in my prior work using AI."

On Sprinklr's AI architecture: "Now we have a platform with three rich components: custom models, GenAI, and allowing our customers to integrate their own models."

On AI making customer experience feel more human: "Even if they couldn't solve the things because there are some physical barriers, I got heard. They heard me. They genuinely reacted to me."

Recent Book Recommendation: All in on AI by Thomas Davenport and Nitin Mittal

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Enterprise AI Innovators is produced by Josh Meer.