Sprinklr expands its customer intelligence capabilities with video, image, and audio analytics to help brands understand evolving customer behaviour.
Sprinklr has acquired the assets of ViralMoment, an AI-powered social video intelligence and analytics platform. The acquisition expands Sprinklr’s capabilities in customer intelligence as organisations seek deeper visibility into customer behaviour across rapidly growing visual and video-based digital channels.
As social media engagement increasingly relies on short-form video, imagery, and creator content, brands face growing challenges in understanding customer sentiment and emerging trends with traditional text-based listening tools. Sprinklr said the acquisition strengthens its ability to help enterprises interpret customer behaviour across multiple content formats and translate those insights into business actions.
“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,” said Karthik Suri, Chief Product and Corporate Strategy Officer, Sprinklr.
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Expanding Multimodal Customer Intelligence
ViralMoment was developed to analyse video content across visuals, audio, and on-screen text, helping organisations identify emerging trends, cultural shifts, and audience behaviours. Its technology transforms unstructured video content into actionable customer intelligence that can be used across marketing, product development, customer service, and research functions.
With the acquired technology, Sprinklr customers will be able to:
- Detect emerging cultural and market trends through video- and image-native intelligence
- Understand why specific content resonates with audiences
- Capture customer sentiment and product feedback expressed visually
- Activate insights across marketing, product, service, and insights teams in real time
These capabilities are designed to help organisations move beyond text-based analysis and gain a broader understanding of customer preferences and behaviour.
“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 operationalise those insights at scale helping customers move from fragmented visibility to a more complete understanding of how culture and behaviour evolve,” said Chelsie Hall, Chief Executive Officer, ViralMoment.
Supporting Enterprise-Wide Insights
Sprinklr plans to integrate ViralMoment’s technology into its Unified-CXM and Voice of the Customer platform, creating a customer intelligence environment that spans text, images, video, and audio. The company believes this approach will help brands anticipate cultural shifts, improve decision-making, and deliver more informed customer experiences across business functions.
The acquisition reflects a broader industry shift toward multimodal AI, where organisations increasingly rely on multiple forms of customer data to build a more complete view of audience behaviour, engagement patterns, and market trends.
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