Sprinklr announced the acquisition of assets of ViralMoment, an AI-powered social video intelligence and analytics platform, in a move designed to strengthen its position in customer intelligence and social listening. The acquisition enhances Sprinklr’s AI-native Unified Customer Experience Management (Unified-CXM) platform with technology capable of analyzing video, images, audio, and on-screen text, helping enterprises better understand customer behavior and cultural trends across increasingly visual social media environments.
The transaction comes as social media engagement continues to shift toward short-form video and image-based content on platforms such as TikTok, Instagram Reels, and YouTube. While many traditional listening and Voice of the Customer (VoC) programs remain heavily focused on text analysis, brands are increasingly seeking ways to capture insights embedded within visual and audio content.
According to Sprinklr, the addition of ViralMoment’s technology will allow its platform to interpret and reason across multiple media formats, supporting the development of more advanced AI-powered systems capable of understanding real-world customer interactions and behaviors.
ViralMoment developed a video-native AI platform that analyzes content frame by frame across visuals, audio, and text. The technology is designed to identify emerging trends, creative patterns, and cultural narratives as they develop, transforming unstructured video content into actionable customer intelligence.
Through the acquisition, Sprinklr expects customers to gain the ability to identify emerging cultural and market trends more quickly, understand why specific content resonates with audiences, capture customer sentiment and product feedback expressed visually, and distribute insights across marketing, product, customer service, and research teams in real time.
The company believes combining ViralMoment’s capabilities with its enterprise-scale Unified-CXM and VoC platform will create a comprehensive multimodal listening and insights system that spans text, images, video, and audio. Sprinklr expects this expanded platform to help organizations move beyond fragmented data sources toward a more holistic understanding of customer behavior, enabling brands to anticipate cultural shifts, inform business decisions, and improve customer experiences.
Sprinklr serves more than 1,600 enterprise customers globally, including Microsoft, Procter & Gamble, Samsung, and a majority of Fortune 100 companies. The company provides software solutions across social media management, marketing, advertising, customer feedback, and omnichannel customer service operations.
KEY QUOTES:
“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.”
Karthik Suri, Chief Product and Corporate Strategy Officer, Sprinklr
“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.”
Chelsie Hall, Chief Executive Officer, ViralMoment
