• B.E. (Hons) in Electronics and Communication Engineering
• M.Sc. (Hons) in Mathematics, Birla Institute of Technology and Science (BITS) Pilani.

Product management and strategy, agentic AI and AI agents, conversational AI, RAG and knowledge systems, customer-service automation and deflection, enterprise SaaS.

Viral Tiwari is a Product Manager for AI Agents at Sprinklr, where he shapes customer-service automation for global enterprises via Sprinklr's AI Agent and Conversational AI suite. He contributes to the Sprinklr blog as a product subject matter expert rather than a staff writer. Guided by a customer-first mindset, he works closely with CX leaders at marquee brands to refine contact-center strategies and turn AI innovation into tangible ROI. His articles explore how self-learning AI loops elevate enterprise support, what multi-agent AI systems mean for customer service and how to evaluate enterprise-grade RAG for AI agents. In just two years he has driven several high-impact initiatives that raised deflection rates and earned internal awards for product impact.

Before Sprinklr, he worked in product at Disney+ Hotstar on permissions and data governance, and completed public-policy internships with the Ministry of Power and the Indian Institute of Public Administration, where his crisis-mitigation recommendations for the MSME sector were adopted through India's Atmanirbhar Bharat relief packages. A BITS Pilani graduate in Electronics and Communication Engineering and Mathematics, he pairs technical grounding with product strategy.v