Gupshup Launches AI Agents To Boost Conversational Engagement

Conversational AI platform Gupshup has launched its artificial intelligence (AI) agent library of 15 pre-built and customisable AI agents.

The AI agents are designed to accelerate the growth of its clients by boosting their topline, enhancing the customer experience and ensuring operational efficiency, the company said in a statement. These agents are customised to support conversational engagement in B2C businesses across departments such as marketing, sales, and customer support.

“Conversational AI agents are fundamentally transforming how businesses connect with their customers. These AI agents are optimised to have substantial business impact, enable rapid deployment, and deliver high ROI,” the statement quoted founder and chief executive Beerud Sheth as saying.

Founded in 2004, Gupshup provides AI-powered chatbots which support businesses with conversational engagement with their customers. The chatbots can be integrated to various communication channels such as WhatsApp, SMS, Web, and Mobile.

Their services cater to various companies operating in sectors such as BFSI, ecommerce, retail and consumer, hospitality and travel and more. It includes Netflix, Paytm, Meta and others as their clients.

The company started its journey to build customised AI agents a year back when it ventured into building conversational cloud infrastructure, which supports the foundation of agentic AI. These agents, it said, are trained over strong large language models (LLMs), and can plan, execute, and learn, exceeding simple chat flows.

The agents have different use cases for different industries and functions. For instance, it can help marketers to generate relevant leads for their campaigns, help customers of an ecommerce or retail brand to find suitable products or even act as a relationship manager for a banking institution.

The Mumbai-based startup rolled out a host of offerings in the last one year. In March, it launched its conversational cloud offering, which includes a host of SaaS tools that facilitate AI-backed B2C conversation for companies.

This was followed by a conversational buyer app on the government-backed Open Network for Digital Commerce (ONDC), which enabled buyers to discover, browse and buy products on the ONDC network via WhatsApp.

The concept of agentic AI has leapfrogged in recent times. Deloitte predicts that 25% of companies operating in the GenAI field will launch agentic AI pilots or proofs of concepts in 2025, and this number would surge to 50% by 2027.