Sprinklr is a huge name in enterprise software, known for its massive “Unified Customer Experience Management” (Unified-CXM) platform. The idea is to bring all your customer-facing teams, from marketing to support, under one roof. On paper, it sounds great, one platform to manage everything.
But is it the right choice for most teams? How good is its AI for social listening and customer support, really? And what are the hidden costs and headaches that come with such a sprawling system? This Sprinklr review digs into its core AI features, usability, pricing, and a few key limitations that might not be obvious at first.
While having an all-in-one platform is tempting, many teams are discovering that a more flexible AI layer that works with their existing tools can deliver better results. This approach often saves you from the high costs, long setup times, and steep learning curve of a single, giant suite.
Sprinklr review: Is it really one platform or a complex bundle?
Sprinklr sells itself as an enterprise-grade platform built to unify marketing, customer service, and research. The “Unified-CXM” pitch is strong, promising a single environment where every team that talks to customers can work together.
In practice, this “unified” platform is actually a bundle of four different product suites: Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing. If you dig a bit deeper, you’ll find these suites are made up of over 30 different products, each with its own set of features. This setup can be incredibly effective for a massive corporation with the budget and staff to manage it, but it also creates a ton of complexity and a major learning curve for just about everyone else.
For this review, we’ll focus on the AI inside the Sprinklr Service and Sprinklr Insights suites, since they’re the most relevant for social listening and customer support automation.
Sprinklr's four product suites.
In this Sprinklr review: How good is its AI for social listening and analytics?
Let’s start with what Sprinklr is famous for: social listening and analytics. This is still one of the platform’s biggest strengths, and for large companies with dedicated analyst teams, its features are undeniably impressive.
According to Sprinklr, its main features here include:
- Wide data coverage: The platform monitors over 30 digital channels, including social media, blogs, forums, and news sites, giving you a broad picture of what people are saying online.
- AI-driven insights: Sprinklr uses its own AI to analyze billions of online conversations, automatically flagging trends, spotting unusual activity, and highlighting key topics.
- Ready-to-use queries: To get you started, Sprinklr provides more than 7,500 pre-built queries. This lets you quickly monitor things like your brand, competitors, and industry trends without having to build complicated search filters from scratch.
- Visual analysis: The AI can also look at images and videos to find logos, scenes, and objects, which adds another layer of data to your brand monitoring.
These tools can be a goldmine for competitive analysis, tracking brand health, and market research.
AI-driven social listening insights in Sprinklr's dashboard.
This Sprinklr review highlights a key issue: Too much data, not enough direction
The main issue with Sprinklr’s listening tools isn’t the data, it’s figuring out what to do with it all. Being flooded with information doesn’t automatically lead to smart decisions. Users on Gartner often point out that the platform can be “complex.” Without a dedicated team to set up dashboards, generate reports, and translate the findings, the real value of the platform can easily be lost. The data is all there, but you need specialists to make it useful for your teams.
Sprinklr review insights: What to know about its AI for customer support
Sprinklr Service is the company’s tool for customer support automation. It recently launched Sprinklr AI+, an add-on that brings OpenAI’s generative AI into its system.
The advertised features for support teams look good on the surface:
- Automated summaries of conversations and call notes to save agents time.
- AI-suggested replies to help agents answer customers faster.
- Automatic answer retrieval from a knowledge base to find information quickly.
- Automated quality scoring and sentiment analysis on support tickets.
AI-suggested replies feature in the Sprinklr Service interface.
What our Sprinklr review uncovered about limitations in real-world use
While these features sound great, a closer look shows some important drawbacks.
First, Sprinklr AI+ is a fairly new add-on that was launched under a “Limited Availability (LA) program.” This usually means it might not be as polished or well-integrated as the platform’s older listening tools. One Gartner review even called it a “promise” of Gen AI, suggesting it’s not quite a finished product yet.
Second, the complexity problem doesn’t go away. Multiple Gartner reviews mention that the tools for agents can be “a bit complex,” which is a huge red flag for support teams who need to work fast. If an agent has to fight with a confusing interface just to get a simple answer, the AI isn’t really helping.
Finally, Sprinklr’s AI is a bit of a walled garden. It works best when all your data and workflows are already inside Sprinklr. For teams that depend on great tools like Zendesk, Freshdesk, or Slack, moving to Sprinklr isn’t a simple upgrade—it’s a massive “rip-and-replace” project.
Comparing AI integration models.
Pro Tip: When looking at any AI tool, always ask how it integrates with your other software. A solution like eesel AI is designed as a smart layer that plugs right into your existing help desk and knowledge sources (like Confluence or Google Docs). This lets you add serious automation without forcing your team to abandon the tools they already use every day. eesel’s AI Agent and Copilot learn from your actual past tickets and support docs, giving your agents helpful, relevant answers right where they work.
The sticking point in this Sprinklr review: Pricing and support
For many businesses, the biggest roadblocks with Sprinklr aren’t just its complexity, but its pricing and support. These two things alone can be deal-breakers for anyone but the biggest companies.
Sprinklr’s pricing structure
Sprinklr doesn’t publish prices for its enterprise plans; you have to get a custom quote. However, its “self-service” Advanced Plan for Sprinklr Social gives us a pretty clear look at their pricing strategy, and it’s all about expensive per-user licenses.
According to a detailed breakdown by Agorapulse, the plan costs $299 per user, per month, and it’s billed annually. That means you have to pay at least $3,588 upfront just for one person to use the platform for a year. If you have a small team, the cost gets out of hand very quickly.
Here’s how that stacks up against a more modern, usage-based pricing model.
| Feature | Sprinklr (Advanced Plan) | eesel AI (Business Plan) |
|---|---|---|
| Pricing Model | Per user, per month | Based on AI interactions |
| Base Cost | $299/user/month (billed annually) | $639/month (billed annually) |
| Cost for 3 Users | $10,764 / year | $7,668 / year |
| Cost for 5 Users | $17,940 / year | $7,668 / year (cost doesn’t increase) |
| Support Included? | No technical support | Full support included |
| Team Growth Penalty | Yes, cost scales with every new agent | No, add agents without increasing price |
The biggest red flag in this Sprinklr review: No technical support
Maybe the most unbelievable part of this is Sprinklr’s support policy for its self-service plan. You get zero technical support. Nothing.
The terms state it very clearly: “As a User, you agree not to open support requests, use Sprinklr support channels… or otherwise contact Sprinklr to request assistance…”
This is a huge risk for any business. You’re paying thousands of dollars for a platform that’s known for being complicated, and if anything breaks, you’re completely on your own. For a tool meant to handle something as important as customer support, the lack of a safety net is a major problem.
Is Sprinklr the right tool for you?
After this Sprinklr review, it’s clear the platform is an incredibly capable, enterprise-level tool, especially for social listening. If you’re a Fortune 500 company with a team of analysts and a very large budget, it could be a great fit.
But all that capability comes with a hefty price tag and not just in dollars, but in complexity, a long learning curve, and a rigid, per-user pricing model. The fact that its non-enterprise plan comes with absolutely no technical support makes it a no-go for small to medium-sized businesses, and even for larger teams that want to stay agile and cost-effective.
For teams that need smart, flexible, and affordable AI for customer support, a dedicated AI layer that improves your current tools is a much better way to go.
Instead of tearing out your entire tech stack, you can just make it better. eesel AI works seamlessly with the tools you already have, like Zendesk, Freshdesk, and Slack, to give you a smart AI Agent, Copilot, and Triage system. With clear, usage-based pricing that doesn’t punish you for growing your team, you get enterprise-grade AI without the enterprise-grade headaches.
Book a demo of eesel AI or start your free trial today.
Frequently asked questions
This review is primarily for small to medium-sized businesses and agile teams trying to understand if Sprinklr is a practical choice. It highlights that while powerful, the platform is best suited for large enterprises with big budgets and dedicated analyst teams to manage its complexity.
The biggest red flag is that Sprinklr’s self-service plan comes with zero technical support. For a complex and expensive platform, being left completely on your own if something breaks is a major risk for any business.
No, the review acknowledges that Sprinklr’s social listening capabilities are a major strength. The main issue discussed is not the tool’s power, but its complexity, which can make it difficult to turn the vast amount of data into actionable insights without a specialized team.
The AI features for customer support (Sprinklr AI+) are a relatively new add-on launched under a “Limited Availability” program. This suggests they may not be as polished or fully integrated as the platform’s core listening tools, and user feedback mentions they can be complex for agents to use.
