New York, USA – Sprinklr, an AI-native customer experience management platform, has acquired the assets of ViralMoment, an AI-powered social video intelligence and analytics company, in a move aimed at expanding its capabilities in multimodal customer intelligence.
The acquisition comes as social media platforms increasingly shift toward video and image-based content, with consumer engagement and brand influence driven by short-form videos and visual storytelling formats on platforms such as TikTok, Instagram Reels, and YouTube. Sprinklr said many existing social listening and Voice of the Customer (VoC) programmes remain focused on text-based analysis, limiting visibility into customer signals expressed through visual and audio content.
“Modern listening requires understanding customers the way they actually communicate today —visually, emotionally, and at speed,” said Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr. “While short-form video is becoming one of the dominant formats for brand engagement and discovery, most solutions still interpret culture through text. We believe that this acquisition allows us to advance our AI-native platform with the ability to ‘see’, interpret, and reason across video, imagery, and audio — unlocking a new generation of agentic AI systems grounded in real-world customer context.”
ViralMoment’s technology was designed to analyse social video content across multiple modalities, including visuals, audio, and on-screen text. The company said its platform examines content frame by frame to identify emerging trends, creative patterns, and cultural narratives, converting video data into structured insights.
“We built ViralMoment around the belief that modern social requires a fundamentally different approach to listening to and understanding customers,” said Chelsie Hall, Chief Executive Officer at ViralMoment. “Joining Sprinklr allows us to bring that capability into an enterprise platform built to operationalize those insights at scale — helping customers move from fragmented visibility to a more complete understanding of how culture and behavior evolve.”
According to Sprinklr, the acquired technology will enable customers to identify emerging cultural and market trends through video- and image-based intelligence, gain deeper insight into content performance, capture visually expressed customer sentiment and product feedback, and distribute insights across marketing, product, customer service, and research teams in real time.
The company said integrating ViralMoment’s technology with its Unified Customer Experience Management (Unified-CXM) and VoC platform will expand its ability to analyse customer data across text, images, video, and audio within enterprise workflows. Sprinklr expects the combined capabilities to help organisations gain a broader understanding of customer behaviour and cultural trends to support business decision-making.
