Technology Featured Southeast Asia

Gupshup acquires omnichannel customer service platform OneDirect

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.

Platforms Featured Southeast Asia

Gupshup acquires conversational AI platform AskSid

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.

Technology Featured APAC

Gupshup acquires conversational AI platform Active.Ai

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.”

Marketing Featured Southeast Asia

Gupshup unveils new brand identity amidst global expansion and product growth

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.”