Conversational AI Archives

Singapore – Gupshup, conversational engagement platform for businesses, has announced its acquisition of Active.Ai, the conversational AI platform used by banks and fintech firms. This comes after Gupshup recently unveils its rebranding.

Gupshup said the acquisition is expected to strengthen its customer experience (CX) solutions for banking, financial services and insurance customers. Headquartered in Singapore, Active.Ai serves BFSI customers across 43 countries with a Conversational Banking as a Service (CBaaS) platform that helps clients engage with consumers every month. Active.Ai enables user interactions via voice, video and messaging; manages service requests, and fulfils enquiries with a premium on accuracy.

Active.Ai’s marquee customers include the Royal Credit Union and CommFirst Federal Credit Union in the USA, Axis Bank, Kotak Mahindra Bank, Tata Capital, IndusInd Bank and HDFC Securities Ltd in India, as well as NTUC Income, NIUM and Tonik Bank in Southeast Asia, among others. The company has also established strong partnerships with AWS, Microsoft, Infosys (Finacle), TCS, Finastra, EY, PwC and Accenture.

Beerud Sheth, co-founder and CEO of Gupshup, said that Active.Ai’s robust CBaaS platform adds more vertical depth to Gupshup’s product stack, giving BFSI customers the tools to create intelligent and frictionless micro conversations with consumers.

“We are happy to welcome the Acitve.Ai team to the Gupshup family and look forward to driving the next phase of innovations in conversational engagement and commerce,” said Sheth.

Meanwhile, Ravi Shankar, co-founder and CEO of Active.Ai, commented, “In the conversational economy, business to consumer engagement that combines advanced natural language processing with deep enterprise connectivity is essential. Active.Ai’s conversational engagement platform powers leading financial enterprises across 43 countries…we are excited to partner with Gupshup to help shape the future of conversational engagement in the financial services space.”

Jakarta, Indonesia — RedDoorz, Southeast Asian hotel management and booking platform, has selected Haptik, the conversational AI platform under Jio Platforms, to revamp its customer experience. With the help of Haptik’s multilingual AI Chatbot, RedDoorz aims to provide personalized customer support to its Southeast Asian customers across its website, mobile apps, and the latest messaging platforms such as WhatsApp, and Facebook Messenger.

Anila Rao, vice president for APAC at Haptik, commented on the partnership, saying, “RedDoorz has been a pioneer in Southeast Asia’s hospitality sector. Haptik will be utilizing its vast expertise and experience of working with global hospitality brands to create a world-class chatbot for RedDoorz to achieve its goal of enhancing customer experience.”

Haptik powers conversations that ignite user engagement and provide on-demand support. With Haptik, RedDoorz plans to improve customer query resolution by increasing first-time resolution and reducing average customer handling time for support queries in English, Bahasa Indonesia, and Tagalog.

Meanwhile, Shanketh Ragunath, product manager for CX at RedDoorz, shared that the hospitality brand has been looking for an AI chatbot vendor to provide a faster response to its customers and keep up with its rapidly expanding business.

“The company has evaluated various vendors from around the world for their capabilities and affordability. Haptik has demonstrated good natural-language understanding and swift responses across our languages of interest. Their pricing is affordable and transparent, and their team is very amiable. We are hoping to build a successful partnership with Haptik,” Ragunath said.