Gupshup Conversation Cloud and AI Agents

Gupshup is a conversational AI engagement company whose US entity is Gupshup Inc, with offices and facilities in India and the USA. It describes itself as a unicorn backed by investors including Tiger Global and Fidelity, reports 50,000+ customers and 120 billion+ messages a year, and appointed a Country Head for Indonesia in 2024 to grow enterprise business there. Indonesian customers named include Gojek, Tokopedia, SuperIndo and OLX.

Conversation Cloud lets brands market, sell and support customers over WhatsApp, Instagram, SMS, RCS, phone and website chat. AI agents, including voice agents, handle lead qualification, payment collection, cart recovery and support calls, while an Avatar Agent adds a talking assistant to websites. An AI Agent Library offers 15 pre-built agents with guardrails and hallucination controls, built on Gupshup's fine-tuned ACE LLM, and an AI co-pilot helps human agents with suggested replies and summaries.

• Conversation Cloud: one platform for marketing, sales and support conversations.
• AI Agent Library: 15 pre-built agents with guardrails and hallucination controls.
• Voice AI agents: phone agents for lead qualification, payment collection and support calls.
• Avatar Agent: talking-face assistant for websites.
• AI Co-Pilot: suggested replies and summaries for human agents with AI escalation.
• Omnichannel campaigns: WhatsApp, Instagram, SMS, RCS, voice and web chat with drip automation.

Vietnamese retailers and e-commerce brands can run product discovery, cart recovery and order tracking agents over WhatsApp, SMS and web chat for overseas or regional customers. Digital banks and fintechs can automate payment reminders and support with voice and chat agents. FMCG brands can run lead generation campaigns with automatic follow-ups.

Pre-built agents for lead generation, product discovery and order management shorten deployment for retail, fintech, travel, real estate and FMCG brands. Tonik Bank states that Gupshup's generative AI helped cut operational costs by 20 million USD over three years. Bots escalate to human teams with AI-generated context, and campaigns are triggered automatically by reads, clicks and journey progress.

Conversational commerce on chat apps is a major sales channel in Southeast Asia, and brands are moving from rule-based chatbots to AI agents that can sell, collect payments and resolve issues. Voice agents and chat agents are converging into one engagement layer that also feeds marketing campaigns.

Gupshup Inc is the US entity named in the privacy policy, with offices and facilities in India and the USA; CEO and co-founder is Beerud Sheth. Investors include Tiger Global and Fidelity. It was named Meta Partner of the Year in 2023, 2024 and 2026 and appointed Trisnia Anchali Kardia as Country Head, Indonesia in November 2024. Founding year is not stated on the pages reviewed.