The company Gupshup, whose focus is on conversational engagement solutions, has developed a new platform called Voice AI Platform. It is an automated web-based system that enables the creation, testing, and launching of voice bots capable of managing the whole process of phone calls. The new extension enables Gupshup to get out of providing services through text channels only. Companies are now able to carry out customer services, sales, and operations not only through WhatsApp, RCS, and SMS campaigns but also through phone calls.
Automating processes of selling lead qualification, customer services, appointment scheduling, reminders about payments, and identity verification allows employees to perform more valuable work.
End-to-End Voice Agent Management
This platform provides a no-code prompt-based interface which is specially created to optimize the whole process of creating an AI voice agent. The user will be able to customize the personality of the agent, specify the languages it understands, add business knowledge to it, set up instructions for the system, and develop workflows.
Some of the important aspects from a technical and operational perspective are:
- Pre-Deployment Sandbox: Offers a space for configuring the guardrails, testing call scenarios, benchmarking LLM models, and evaluating their behavioral performance prior to deploying them.
- Integration & Analytics: Enables integration with the current enterprise software tools and provides dashboards showing key performance metrics such as the number of resolutions, customer satisfaction scores, and language used.
- Granular Observability: Offers access to call transcripts and debugging details.
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Multimodal Infrastructure and Flexibility
The Gupshup Platform features several important architecture elements built for enterprise requirements:
- Multimodal Interactions: Adds voice capabilities to the current WhatsApp, RCS, and SMS flows in order to enable enterprises to bridge messaging and voice interactions using one customer flow.
- Telephony Architecture with Flexibility: Supports traditional PSTN and WhatsApp voice channels and provides flexibility for making calls in cloud, on-premise, or on existing PSTN networks (Bring your own Carrier).
- Architectural Independence from Models: Allows flexibility in the selection of any STT, TTS, and LLM engines.
The launch benefits from Gupshup’s current capabilities that engage customers on behalf of more than 50,000 organizations spanning 100+ countries with more than 10 billion monthly interactions including 500 million monthly voice interactions.
“For customer engagement in emerging markets, Voice AI drives universal access – reaching every user regardless of language or literacy. In developed markets, it drives efficiency and automation. In both, it delivers cost savings, revenue growth, and satisfaction. With the launch of its Voice AI Platform alongside its messaging, Gupshup offers the only unified self-serve platform for customer engagement across voice and messaging,” said Beerud Sheth, Co-founder and CEO, Gupshup.
