gupshup: Our AI-enabled conversational engagement platform helps brands design rich customer journeys: Gupshup CTO

When edtech agency Doubtnut discovered that college students with restricted entry to quick cell web had issues importing photos of their queries to its web site or cell app, it turned to conversational engagement platform Gupshup. It was a game-changer. Gupshup, says Chief Technology Officer Krishna Tammana, helped Doubtnut construct a sensible chatbot that enabled college students to easily ship their doubts through WhatsApp and get backlinks to movies with solutions to their questions in a language of their selection. All beneath 10 seconds.
“Doubtnut registered a 95% consumer satisfaction fee. The variety of every day customers rose by 224%. And Doubtnut’s tutor-student engagement fee jumped by 260%,” Tammana instructed PTI.
As tech-based options change tedious processes, Doubtnut is without doubt one of the greater than 45,000 brands that depend on Gupshup to achieve and have interaction with hundreds of thousands of customers globally. Besides, the platform powers 9 billion-plus messages each month, Tammana stated.

“As a number one international conversational engagement platform, the corporate helps companies attain and join higher with customers anytime, wherever. Brands use our AI-enabled conversational engagement platform to design rich, customized conversational expertise journeys throughout advertising and marketing, commerce, and assist workflows,” he defined.
With individuals spending increasingly more time on smartphones and different digital units, utilizing in style social media and messaging channels akin to WhatsApp, Instagram and SMS extensively, brands are working time beyond regulation to align extra carefully with client wants and preferences.
“To assist the dimensions, we’d like a cloud platform that gives velocity, agility of deployment, excessive availability, simple scalability, and dependable efficiency. Also, given our customer base spans 40-plus nations, we’d like a cloud supplier with a really international presence to make sure latency and adherence to regional/native compliance necessities.” Tammana stated.
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With Amazon Web Services (AWS) as one among its cloud infrastructure suppliers, the San Francisco-based Gupshup is addressing different wants of enterprise prospects. At the identical time, cloud native applied sciences and managed companies are aiding in capability administration and useful resource optimisation, and bettering price visibility, the Gupshup CTO stated.
With digital within the mainstream, rehauling customer expertise (CX) technique has turn out to be key to driving richer, extra personalised, and really interactive experiences for customers throughout touchpoints.
According to Tammana, companies realise the necessity to interact one-on-one through personalised conversations with customers, and to be accessible across the clock, whereas preserving price in test, for higher and quicker progress. Businesses that don’t act swiftly now could also be left behind, the seasoned tech veteran added.
Around the world, and more and more in rising markets – mobile-first ecosystems like India, Brazil, or Indonesia – messaging is the first mode of digital engagement for hundreds of thousands.
Acutely conscious of this, brands are doubling down on conversational messaging by means of voice, video, and textual content to achieve customers on in style messaging and social media channels like WhatsApp and Instagram, Tammana famous.
“With new options and capabilities in these platforms, companies are establishing a digital storefront inside these channels, delivering an end-to-end procuring expertise to customers. Thousands of brands are already partaking with customers by means of these channels immediately.”
Going ahead, the velocity and scale of such new-age conversational engagement will develop, he stated.
“In the following 12-24 months, we anticipate hundreds of thousands of companies to leap onto this conversational engagement wave,” Tammana stated.
The firm — backed by marquee traders akin to Fidelity Management and Research, Tiger Global, Think Investments, Malabar Investments and Harbor Spring Capital — has a multi-cloud technique in place to deploy and preserve carrier-grade community infrastructure. It has invested closely in data safety, automation, observability, and monitoring instruments to raised assist enterprise prospects, enhance agility, speed up innovation, and velocity up the time-to-market, Tammana stated.
“To assist our speedy progress, we additionally leverage applied sciences like Kubernetes with micro-service structure and auto-scale. This permits our prospects to handle their rising wants with out interruption and with none guide intervention.”
Amongst Gupshup’s many success tales, he stated, is on-line realty platform NoBroker.
Gupshup developed a WhatsApp chatbot, which enabled property house owners to work together and add photographs immediately through the messaging platform, the method so simple as sending photos to a buddy or a member of the family on WhatApp.
This changed a time-consuming and cumbersome course of that beforehand required the NoBroker group to achieve out to their prospects offline, gather photographs and add it for them.
The general time to add photographs for property itemizing has been diminished from three days to simply six minutes, Tammana stated.
“NoBroker noticed a 2.8x enhance in property gross sales and leases, with 20x annualised return on funding.”
The want for such options, he stated, is about to rise in coming months. In difficult financial environments, companies are anticipated to prioritise conversational engagement applied sciences to handle prices successfully by offloading workloads to clever companies like conversational AI bots.
In his view, it’s crucial for companies, each previous and new age, to enhance effectivity and productiveness whereas delivering top-notch expertise – enabling them to leapfrog the competitors, and keep forward.
“My key precedence is to considerably improve our AI capabilities in textual content, voice, and video and dramatically improve customer expertise. In addition, I’m additionally centered on making certain that the expertise and engineering groups are deeply interlinked with the product, gross sales, and customer success groups to assist Gupshup’s product-led progress and market growth,” Tammana stated.
Another key focus space, he elaborated, is seamlessly integrating groups from the businesses Gupshup has acquired in the previous few months, to unlock deeper synergies and optimize worth creation for its enterprise prospects.
(This story has been produced by PTI in collaboration with Amazon Web Services).

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