Tag: Gupshup

Digital banks are reshaping the financial industry with convenient, fully online services that prioritise accessibility and efficiency. To stay competitive in this growing sector, they must adopt innovative solutions that enhance customer experience and streamline operations.

Conversational AI plays a crucial role in this transformation, offering real-time, personalized support while automating routine tasks. By improving customer satisfaction and operational efficiency, AI enables digital banks to scale services effectively without compromising quality, making it a vital tool in today’s tech-driven market.

In this case study, we explore how Tonik Bank, a leading digital bank in the Philippines, leveraged Gupshup’s Conversation Cloud—powered by advanced AI and automation tools—to enhance customer satisfaction and operational efficiency.

The Challenge

As a digital-first bank, Tonik aimed to stand out by delivering a seamless, efficient customer experience superior to traditional banks. To meet the demands of its growing user base, the bank sought innovative solutions to reduce response times, automate routine tasks, enhance customer satisfaction and engagement, and boost operational efficiency while cutting costs. 

Tonik recognised that addressing these challenges would not only retain existing customers but also attract new users to its platform.

The Objective

Tonik outlined clear goals for its partnership with Gupshup:

  • Enable instant access to customer support and information.
  • Reduce reliance on traditional channels by adopting AI-driven solutions.
  • Deliver personalised and efficient customer interactions.
  • Enhance operational efficiency by automating routine tasks.

By achieving these objectives, Tonik aimed to establish itself as a leader in customer experience while scaling its operations cost-effectively.

The Solution

To address Tonik’s objectives, Gupshup implemented a comprehensive strategy leveraging Generative AI and automation technologies. At the core of this approach was the integration of a Generative AI-powered chatbot tailored specifically for Tonik’s mobile app. This advanced chatbot managed a wide range of customer interactions, providing instant responses to queries, engaging in contextual and personalised conversations, and assisting with routine banking tasks such as balance inquiries and transactions.

In addition to enhancing responsiveness, Gupshup automated routine customer service tasks, allowing human agents to concentrate on more complex, high-value interactions. This shift not only improved the efficiency of the customer care team but also significantly reduced response times. 

To improve AI accuracy and reduce manual retraining, Gupshup took a multi-model approach combining Gupshup’s fine-tuned ACE LLM (built atop foundational models) with traditional NLP models, optimizing for latency, response quality, and cost-effectiveness.

As a result, the chatbot now autonomously resolves 75% of customer queries, covering a wide range of topics from FAQs about account opening and information about loan products. This significantly reduces the need for human intervention. Additionally, ACE LLM’s fine-tuning reduces AI hallucinations, ensuring high accuracy and reliability.

To ensure sustained success, Gupshup established regular feedback loops and performance reviews, continuously optimizing the system for maximum effectiveness and adaptability.

The Result

The partnership between Tonik and Gupshup yielded remarkable results, showcasing the power of Generative AI in transforming digital banking.

Customer satisfaction saw a significant boost, with the AI chatbot enhancing response times and achieving a 45% increase in customer satisfaction ratings. Operational efficiency also improved, as automation allowed the customer care team to operate 4.3 times more efficiently while reducing costs associated with manual query handling.

The AI chatbot demonstrated exceptional performance, routing 9 out of 10  customer queries through the in-app chat feature, achieving an AI accuracy rate of 95%. This success in automation not only streamlined processes but also enhanced the overall user experience.

This initiative is expected to save over USD 20 million in operational costs for Tonik Bank over the next three years, contributing to a significant increase in productivity while maintaining a headcount growth rate below 20%.

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Tonik Bank’s partnership with Gupshup highlights the power of conversational AI in banking. By automating tasks and improving customer interactions, Tonik enhanced its customer experience and achieved significant operational efficiency. This success sets a standard for innovative, customer-focused digital banking in a competitive financial landscape.

Indonesia – Gupshup has appointed Trisnia Anchali Kardia as its new country head for Indonesia, marking a strategic move to expand its footprint in one of Southeast Asia’s fastest-growing markets for conversational AI and business messaging.

Backed by a strong track record in business messaging, e-commerce, and technology adoption, Anchali will lead efforts to expand Gupshup’s enterprise business in Indonesia, aiming to establish the company as a market leader in conversational AI engagement.

Prior to Gupshup, Anchali served as country head at Graas, driving 120% revenue growth and significantly expanding the client base. 

Anchali began her career at Telkomsel, leading the launch of its digital and location-based advertising business. Her career then took her to Zomato Indonesia, where she headed sales. 

She later joined Line as chief commercial officer, overseeing marketing, product initiatives, and business development for its enterprise messaging product, solidifying her reputation as a messaging ecosystem expert.

Commenting on her appointment, Anchali said, “The Indonesian market is at a fascinating intersection of rapid digital growth and evolving consumer behaviours, where conversational engagement and commerce have become central to business success. With Gupshup’s cutting-edge conversational cloud, AI agents, and personalisation capabilities and a proven track record of enabling over 45,000 customers, we have an incredible opportunity to help Indonesian businesses scale and transform their customer engagement strategies.” 

“I’m thrilled to lead Gupshup’s next phase of growth in Indonesia and work alongside businesses as they harness the full potential of conversational commerce to drive their digital transformation journey,” she added. 

Indonesia’s growing tech landscape is a key market for Gupshup, with clients like Gojek, SuperIndo, and Tokopedia. The company is ensuring that they are well-positioned to help businesses transform customer engagement through messaging.

Beerud Sheth, co-founder and CEO of Gupshup, said, “With Anchali at the helm, we are excited to help more Indonesian businesses leverage conversational messaging to drive growth and innovation. Her extensive experience in business messaging, driving adoption of innovative offerings, and strong connections within Indonesia’s tech ecosystem make her an invaluable asset as we expand our presence in the region.”.

Singapore – Gupshup, a conversational engagement platform for businesses, has announced the acquisition of OneDirect, the omnichannel, AI-enabled, customer service platform of choice for leading brands in India, South East Asia and the Middle East. The acquisition strengthens Gupshup’s suite of conversational solutions and enables superior omnichannel conversational engagement with a powerful and flexible live Agent Assist solution that can scale to thousands of agents with configurable workflows, integrations with existing CRM & helpdesk systems. The live Agent Assist solution works seamlessly with chatbot automation solutions to provide the best customer experience on-demand, 24/7, in customer’s choice of channel and language

Using a simple and unified Agent Dashboard interface, OneDirect’s platform enables businesses to manage all customer conversations across multiple channels – SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email, and more. Businesses can use Gupshup’s no and low-code chatbot automation tools to automatically deflect incoming tickets and common customer issues, freeing up time for agents to handle more complex support queries, convert prospects with consultative sales and drive commerce with personalized upsell and cross-sell.

Using OneDirect’s platform, agents are able to access a full 360-degree view of the customer profile, and their past interactions and view data stitched across existing CRM and Ticketing systems. The platform also supports active listening and monitoring across social media and includes a feedback module for timely and rapid customer experience management.

Beerud Sheth, co-founder and CEO of Gupshup, said, “Customer support is being transformed with conversational experiences that deliver instant, personalized experiences using both automated and manual solutions across a range of messaging channels. Businesses are using these solutions at scale to dramatically increase customer delight and reduce support cost.”

Sheth added, “OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform. We welcome OneDirect to the Gupshup family.”

OneDirect has processed over 1 billion customer interactions across 10 different languages for leading brands across BFSI, Retail, Consumer Electronics, Travel and Hospitality. OneDirect’s customers have reported an improvement of 40% in customer satisfaction and a reduction of operational expenditures by 25%, on average. OneDirect’s notable customers have a strong overlap with those of Gupshup and include brands like Canara Bank, Tata Capital, SBI Card, PayTM, Whirlpool, IFB, Acer, ASUS, Vistara, Indigo, OYO, McDonald’s, KFC, PizzaHut, Tata Sky, Dabur, Puma, Tata CLiQ. and Flyin. 

Vishrut Chalsani, co-founder and CEO of OneDirect, shared, “We are excited to join the Gupshup family and look forward to building more efficient and personalized conversational experiences. Gupshup’s advanced AI capabilities combined with Onedirect’s robust customer service and engagement platform will provide businesses with the ability to reinvent the customer experience.”

Meanwhile, Bharat Singh, operating partner at Sequoia Capital, commented, OneDirect’s key investors include Sequoia Capital, American Express and ru-Net. “Gupshup’s proven expertise and market leadership in the CPaaS space and OneDirect’s truly omnichannel customer service platform is a winning combo for businesses looking to redefine digital customer experience (CX).”

“This will help both companies unlock new growth opportunities and further scale their enterprise CX offerings,” Bharat adds.

Singapore – Gupshup, a conversational engagement platform for businesses, has announced the acquisition of AskSid, a conversational AI provider. This shortly comes after Gupshup acquired Active.Ai, conversational AI platform for BFSI companies.  

Through the new acquisition with AskSid, Gupshup’s customer experience (CX) solutions will be strengthened by AskSid’s full-stack AI solution, which includes the Retail AI brain, and will help make the entire shopping journey -pre-purchase, purchase and post-purchase phases fully conversational.

Bengaluru-based AskSid have helped  enable major businesses such as AkzoNobel, Danone and Wolford create engaging shopping experiences to customers through AI-powered discussions, resulting in increased sales. The tech startup has operations in more than 25 countries and supports more than 100 different languages. 

Beerud Sheth, co-founder and CEO of Gupshup, commented that conversational commerce is about to transform shopping, both online and offline.

“Gupshup is building the most comprehensive conversational commerce solution and AskSid’s deep-domain AI offering will help us bring even more advanced capabilities to ecommerce and retail businesses worldwide,” Sheth said.

Sheth added, “We welcome the AskSid team onboard and look forward to collaborating with major brands across the world to enable next-gen shopping experiences.”

Sanjoy Roy, Co-founder and CEO of AskSid, commented, “Per a recent report by McKinsey, ecommerce could grow up to 5x faster compared to pre-pandemic times. 

“This presents a huge opportunity for Retail and ecommerce brands – but only if they are able to provide expert guidance anytime, anywhere to their consumers, which is exactly what AskSid delivers. Together with Gupshup, we will help businesses drive richer conversational experiences,” Roy adds.

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.”

Singapore — Conversational engagement services company Gupshup has unveiled its new brand identity, which was launched at the Mobile World Congress in Barcelona. The new brand identity comprises fresh logo colours, revised brand look-and-feel, an updated website, and a new company ethos: “One-on-one. With everyone”. These changes come amidst Gupshup’s global expansion.

The company said the new branding reinforces the company’s vision of transforming the future of B2C conversations and commerce through conversational engagement.

According to Gupshup, its efforts into conversational engagement have led to triple-digit business growth, with 44,000 customers overall. The technology company has raised US$340m in the last 12 months, made two key company buyouts in the last six months and expanded into 30+ countries across five continents.

The new tagline “One-on-one. With everyone” aims to highlight Gupshup’s brand promise of creating AI-powered, personalized, one-on-one conversations on messaging and voice channels, for businesses and their millions of consumers, across marketing, commerce and support workflows.

The brand refresh has retained key components of the brand. Gupshup has kept the salient feature of the original logo namely the </> symbol embedded in two chat bubbles, which it says is a symbol of Gupshup’s role in pioneering and evolving the concept of programmable messaging. Gupshup believes that with a refreshed colour palette, the overall design language signifies how conversations are intuitive and natural, and how they have become the digital backbone of brand-to-customer interactions.

Beerud Sheth, co-founder and CEO of Gupshup, said, “This new brand identity is an evolution of our core vision. We remain committed to helping businesses engage one-on-one with consumers, at scale, through conversations that are both real and human. We are doubling down on our focus to help more and more businesses drive deeper, personalized conversations with their consumers across the world.”