Sprinklr , the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), announced LLM Insights, a new AI-native capability within Sprinklr Insights that helps brands understand and shape how they are represented in large language model (LLM) search results.

“LLM Insights gives organizations the ability to understand that conversation, act on it, and be part of the answers that matter – all from the same unified platform they already use to monitor and manage their brand.” — Karthik Suri

Generative AI platforms are evolving how customers discover and evaluate brands. Visibility is no longer defined by rankings or clicks, but instead by how brands appear in AI-generated answers. Yet most organizations have little visibility into how they are represented, misrepresented, or even excluded in these platforms, exposing a new risk: a self-reinforcing visibility gap, where brands that aren’t surfaced generate no discovery, no conversation, and ultimately remain absent from future results.

Sprinklr’s LLM Insights helps enterprises address this gap by providing real-time insight into how their brand appears in AI-generated answers, analyzing visibility, sentiment, recommendations, and competitive positioning across LLM-driven queries. It enables brands to track and improve key outcomes such as AI mention rate, share of voice, and sentiment while connecting visibility in AI directly to downstream impacts like traffic, conversions, decisions, and customer experience.

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“Your brand is already part of the AI conversation, and Generative AI platforms are compressing the traditional buyer journey,” said Sprinklr Chief Product and Corporate Strategy Officer, Karthik Suri. “Customers increasingly move from a single prompt to a synthesized recommendation often without visiting brand websites or owned channels. Representation in these platforms is a critical driver of awareness and consideration. LLM Insights gives organizations the ability to understand that conversation, act on it, and be part of the answers that matter – all from the same unified platform they already use to monitor and manage their brand.”

In beta deployments this spring, early customers found that AI-generated answers were often incomplete or misrepresenting their brands at critical decision points. Competitors were surfaced more prominently, their offerings were positioned as higher-cost alternatives, and influential third-party domains were reinforcing inaccurate pricing and brand narratives – entirely without the brand’s knowledge.

Using Sprinklr’s unified architecture, these teams were able to trace how social and digital signals were shaping those outcomes — giving them a way to detect emerging distortions early and take action before they spread.

Sprinklr’s LLM Insights is differentiated from other solutions in three key ways:

1. Real-world prompts, powered by the breadth of Sprinklr’s platform: Unlike tools that rely on keyword lists or synthetic prompts, Sprinklr generates queries from real customer conversations across its unified platform – spanning social, reviews, communities, and care – giving brands a more accurate view of how they appear in AI-generated answers and the signals shaping those outcomes.
2. Turn insights into action: LLM Insights connects directly to content, knowledge, and engagement workflows, enabling teams to quickly improve how their brand is represented and recommended by LLM Platforms.
3. Activated quickly within the platform brands already trust: LLM Insights is built into Sprinklr Insights, allowing teams to get started in minutes using the same unified environment they already rely on for brand monitoring and customer intelligence.