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Gupshup Reviews

Mumbai, Maharashtra

4.5/ 5

2 reviews

Gupshup is a leading global conversational AI and messaging platform designed to help businesses automate and optimize customer engagement across marketing, commerce, and support functions. Founded in 2004 by Beerud Sheth, Rakesh Mathur, Viswanath Ramachandran, and Milind R. Agarwal, the company originally started as an SMS network in India. Over the years, it evolved into an advanced omnichannel communication infrastructure provider. It is currently owned and operated by Webaroo Inc., with its global headquarters located in San Francisco, California, and a primary operational base in Mumbai, India. The company's core offering is its carrier-grade Conversational AI platform, which provides a single, unified API enabling enterprises to orchestrate workflows across more than 30 communication channels. These channels include WhatsApp Business API, SMS, Rich Communication Services (RCS), Instagram Messenger, Facebook Messenger, Telegram, voice, and web chat widgets. Gupshup delivers three main product verticals: the Conversation Cloud for omnichannel orchestration, specialized AI Agents for automated interactions with seamless human escalation capabilities, and advanced Campaign Management tools for targeted marketing and customer onboarding workflows. Utilizing its proprietary, fine-tuned ACE LLM technology, the platform allows businesses to deploy context-aware, personalized conversations rather than generic scripted responses. Gupshup serves over 50,000 mid-market and enterprise customers across 130 countries, processing more than 120 billion messages annually. Its technical architecture primarily targets high-volume industries requiring complex customer communication workflows, such as Banking, Financial Services, and Insurance (BFSI), retail, e-commerce, hospitality, healthcare, and media. Prominent global organizations, including Hindustan Unilever, Danone, OYO, and digital banks like Tonik, utilize Gupshup to achieve high query automation rates, often resolving 70% to 95% of routine customer service inquiries automatically. To maintain its market leadership, Gupshup has pursued a proactive expansion and acquisition strategy. In 2021, the company achieved unicorn status after securing $100 million in a Series F funding round, bringing its total raised capital to over $484 million and valuing the company at $1.4 billion. Notable strategic acquisitions include Dotgo (an RCS business messaging player), Active.ai (a conversational AI platform catering to banks and fintech firms), and AskSid. The company has also expanded its geographical footprint into regions like the United Arab Emirates by establishing an office in Dubai. Guided by Co-Founder and Chief Executive Officer Beerud Sheth, alongside Chief Operating Officer Ravi Sundararajan, Gupshup continues to innovate in the generative AI space, developing tools like the Auto Bot Builder to simplify enterprise chatbot development directly from website documentation.