Sprinklr has announced the acquisition of assets from ViralMoment, an AI-powered social video intelligence provider.
The move is designed to integrate advanced video and image analytics into Sprinklr’s Unified Customer Experience Management (Unified-CXM) platform, addressing a shift in how consumers interact with brands online.
As platforms like TikTok, Instagram Reels, and YouTube Shorts dominate the social landscape, the CX industry is facing a transition from text-heavy engagement to video-first communication. Sprinklr suggests that traditional Voice of the Customer (VoC) programs often overlook critical signals embedded in visual and audio content, creating a “blind spot” for enterprise brands.
ViralMoment’s technology is built to analyze short-form video content frame-by-frame, capturing on-screen text, audio, and visual cues to identify emerging trends and cultural narratives. By integrating these capabilities, Sprinklr aims to provide a more comprehensive view of customer sentiment that moves beyond simple keyword tracking.
Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, said:
“Modern listening requires understanding customers the way they actually communicate today —visually, emotionally, and at speed. 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.”
The acquisition allows Sprinklr to operationalize video intelligence within existing enterprise workflows. This means insights gathered from viral video trends can be funneled directly into marketing, customer service, and product development strategies.
With the acquired technology, Sprinklr’s customers will be able to:
- Detect emerging cultural and market trends earlier through video- and image-native intelligence
- Understand not just what content performs, but why it resonates
- Capture customer sentiment and product feedback expressed visually
- Activate insights across marketing, insights, product, and service teams in real time
Chelsie Hall, Chief Executive Officer at ViralMoment, commented:
“We built ViralMoment around the belief that modern social requires a fundamentally different approach to listening to and understanding customers. 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.”
The Shift to Multimodal Intelligence
The acquisition highlights the evolution of social listening and CX analytics. Up until now, sentiment analysis has been largely restricted to the written word, but as consumer behavior shifts toward visual storytelling, text-only data is becoming insufficient for a complete CX strategy.
By incorporating ViralMoment’s frame-by-frame video analysis, Sprinklr is signaling that the next frontier of CX is multimodal. This move will likely force a shift in the industry, where brands no longer just hear the customer through transcripts and tweets, but see the context of their experiences through video.
For customer service managers, this means the ability to detect brand crises or viral opportunities hours or days faster than text-based alerts would allow, ultimately leading to more proactive and culturally relevant customer engagement.