Sprinklr, Inc., a customer experience management platform, has announced the acquisition of assets from ViralMoment, an AI-powered social video intelligence and analytics solution. This move aims to strengthen Sprinklr's leadership in the field of multimodal customer intelligence. The acquisition will equip businesses with comprehensive customer insight capabilities spanning video, images, audio, and text.
Social media has entered an era dominated by video-first and image-centric content. Short-form videos and visual storytelling on platforms like TikTok, Reels, and YouTube drive the majority of user engagement and brand influence. However, most social listening and voice-of-the-customer programs remain text-focused, causing brands to miss crucial customer signals embedded within visual and audio content.
Karthik Suri, Sprinklr's Chief Product and Corporate Strategy Officer, stated, "Modern listening requires understanding customers through the ways they genuinely communicate today—ways that are visual, emotional, and demand rapid response. This acquisition allows us to evolve our AI-native platform into a system capable of 'seeing, interpreting, and reasoning' across video, images, and audio, paving the way for a new generation of agentic AI systems grounded in real customer context."
ViralMoment's video-native AI technology analyzes frames, audio, and on-screen text to cut through the noise of modern social platforms. It captures emerging trends, creative patterns, and cultural narratives as they form, transforming unstructured video content into actionable customer intelligence. Chelsie Hall, CEO of ViralMoment, noted, "Joining Sprinklr enables us to bring this capability to an enterprise-grade platform, helping clients move from fragmented visibility to a more complete understanding of cultural and behavioral evolution."
Leveraging the acquired technology, Sprinklr's clients will be able to detect emerging cultural trends earlier through video and image intelligence, understand why content resonates, capture product feedback and customer sentiment expressed visually, and activate these insights in real-time across marketing, insights, product, and service teams.
Sprinklr's unified customer experience management platform encompasses solutions for social media management, marketing, advertising, customer feedback, and omnichannel contact center management. The platform is currently used by over 1,600 enterprise clients, including 59% of the Fortune 100. The specific financial terms of the acquisition were not disclosed.