Viral plays a key role in shaping next-generation customer-service automation for leading global enterprises through Sprinklr’s AI Agent and Conversational AI suite. In just two years, he has driven multiple high-impact initiatives that measurably raised deflection rates and earned several internal awards for product impact. Guided by a customer-first mindset, Viral works hand-in-hand with CX leaders at marquee brands to refine contact-center strategies and translate AI innovation into tangible ROI.