15,270
Customer engagement
2022-04-30
Gupshup
Build AI-powered chatbots to automate customer engagement.
Overview
Customer engagement#38 most recent
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Gupshup is a suite of AI-powered tools focused on enhancing customer engagement through conversation automation. It comprises a variety of tools for creating and managing automated chatbots for diverse customer interactions.
These tools are designed to automate various aspects of customer engagement including acquisition, marketing, commerce, and support, all aimed at maximizing customer lifetime value and minimizing service costs.
Key features cover Conversation Cloud, an advanced solution for customer experience management, and ACE LLM, offering generative AI capabilities. Gupshup also provides tools for multichannel messaging, including pre-approved WhatsApp templates, facilitating real-time, two-way conversations with customers.
Alongside chatbot tools, Gupshup offers a Campaign Manager, Bot Studio, Agent Assist, and domain-specific AI models for business conversations. These features cater to personalizing customer dialogues and securing user data.
As an omnichannel solution, Gupshup also supports integrations with various channels like WhatsApp, SMS, Google's Business Messaging, and more. The platform can be used across various industries such as BFSI, Retail, Healthcare and more.
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Gupshup was manually vetted by our editorial team and was first featured on March 27th 2024.
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Pros and Cons
Pros
Enhances customer engagement
Automates diverse customer interactions
Maximizes customer lifetime value
Conversation Cloud for CX management
Multichannel messaging ability
Pre-approved WhatsApp templates
Real-time, two-way conversations
Bot Studio for chatbot creation
Agent Assist feature
Data security for users
Omnichannel solution
Integration with various channels
Usable across industries
Automates customer acquisition
Cost-effective service
Personalized customer dialogues
Bot and Campaign Managers
Pre-built business conversation models
Supports WhatsApp, SMS, Google's Business Messaging
All-in-one tool for managing ads
Unified customer profiles
Enterprise grade security
Delivers multichannel rich media
Conversational automation for all industries
Can automate ~80% of queries
Supports smart routing for queries
Supports scalability in customer support
ZERO code conversational journey creation
Supports 30+ messaging channels
Allows automation across multiple channels
Facilitates direct orders and payments
Manages home delivery and marketing
Transforms patient-doctor engagement
Improves booking and travel experience
Cons
Doesn't support non-English languages
No mobile application
Learning curve for ACE LLM
Doesn't include video/voice chat
No auto-update feature
Complex bot building tools
Lack of third-party integrations
Limited customization options
Pricing not disclosed
Solution too broad, untargeted
Q&A
What is the core purpose of Gupshup?
Gupshup's core purpose is to enhance customer engagement through conversation automation. It offers AI-powered tools which create and manage automated chatbots for various customer interactions, covering aspects like acquisition, marketing, commerce, and customer support.
How does Gupshup automate customer engagement?
Gupshup automates customer engagement through a suite of tools including chatbots, a Campaign Manager, Agent Assist, and domain-specific AI models for business conversations. These tools carry out tasks such as capturing leads, handling queries, securing user data, and ensuring real-time personalised dialogues with customers.
Can you describe the key features of Gupshup's Conversation Cloud?
The Conversation Cloud is a key feature of Gupshup, which provides advanced solutions for customer experience management. It offers omnichannel customer engagements, effectively managing interactions across various channels like WhatsApp, SMS, and Google's Business Messaging. Gupshup's Conversation Cloud also allows for simple integrations to aid in providing maximum lifetime value to customers.
What is the ACE LLM tool in the Gupshup Suite?
ACE LLM is a tool within the Gupshup Suite that offers generative AI capabilities. This allows for intelligent and autonomous chatbot conversations, enhancing the chatbots' communication performance and ability to interact naturally.
Can Gupshup be used for multichannel messaging?
Yes, Gupshup can be used for multichannel messaging. It offers tools for this purpose, including pre-approved WhatsApp templates, and supports integration with various channels like WhatsApp, SMS, Google's Business Messaging and more for facilitating real-time, two-way customer conversations.
How can I customize conversations with Gupshup?
With Gupshup, conversations can be customized using their Bot Studio, Campaign Manager, and domain-specific AI models suitable for various business dialogues. The platform also enables personalization of each conversation with a unified customer profile, creating more engaging and meaningful interactions.
How does Gupshup ensure data security?
Gupshup ensures data security by offering enterprise-grade security features to protect both client and customer data. Their platform complies with global privacy standards and encrypts data to prevent unauthorized access or breaches.
Does Gupshup support integration with various channels?
Yes, Gupshup does support integration with various channels. The platform can seamlessly integrate with multiple channels like WhatsApp, SMS, Google's Business Messaging, and many others. This ensures a robust and inclusive customer engagement system.
Which business sectors can benefit from using Gupshup?
Various business sectors such as Banking, Financial services and Insurance (BFSI), Retail, Healthcare and more can benefit from using Gupshup. It provides solutions across different industries by catering to their specific needs with automated chatbots and conversation tools.
Can Gupshup's chatbots be used for customer acquisition and support?
Yes, Gupshup's chatbots can be used for both customer acquisition and support. The platform is designed to automate various aspects of customer engagement including acquisition and support, to maximize customer lifetime value and minimize service costs.
What industries can utilize Gupshup's services?
A wide range of industries including BFSI, retail, healthcare, education, food & beverage, travel & hospitality, advertising, and real estate, can utilize Gupshup's services. The platform provides specific solutions to cater to the needs of these diverse sectors.
How does Gupshup's Campaign Manager feature function?
Gupshup's Campaign Manager is a feature that allows businesses to effectively manage, optimize, and track marketing campaigns. It helps in devising strategies and real-time adjustments to enhance campaign outcomes and maximize return on investment.
What types of AI models are available with Gupshup?
Gupshup offers domain-specific AI models built for business conversations. These AI models can understand specific business jargon, processes, and norms, making it more effective in engaging with customers and delivering compelling value in customer interactions.
How does Gupshup support WhatsApp communication?
Yes, Gupshup supports WhatsApp communication. It provides various tools and feature sets including pre-approved WhatsApp templates to facilitate real-time, two-way conversations with customers over WhatsApp.
Does Gupshup support Google's Business Messaging?
Indeed, Gupshup supports Google's Business Messaging. Businesses can automate query responses anywhere on Google using Gupshup's toolsets, enhancing customer service and ensuring instantaneous provision of required information.
What is Gupshup's Bot Studio used for?
Bot Studio is one of Gupshup's key features. It empowers users to create and manage customized chatbot conversations. This includes pre-built bot templates and a visual editor to quickly design and deploy bots on any channel.
Can Gupshup be used for conversation automation in the BFSI sector?
Yes, Gupshup can be used for conversation automation in the BFSI sector. There are over 150 pre-built journeys that automate regular customer interactions, making online finance processes more efficient and user-friendly.
How does Agent Assist feature in Gupshup work?
Agent Assist from Gupshup offers support to customer service agents by taking over mundane tasks and leaving complex problem-solving to the human agents. It helps in managing the workflow of customer interactions, alleviate the work pressure on human customer service reps, and enhance the overall customer experience.
Does Gupshup offer any tools or features for personalizing customer dialogues?
Yes, Gupshup offers features to personalize customer dialogues. The platform includes a Customer360 feature which provides a unified customer profile. This allows businesses to personalize every conversation and interaction, enhancing the customer engagement experience.
In what ways can Gupshup be used to minimize service costs?
Gupshup can minimize service costs by automating routine tasks and processes in customer engagement, such as handling commonly-asked queries or doing repetitive follow-ups. Through their collection of tools and chatbot capabilities, Gupshup can dramatically reduce operational costs and reliance on human agents.
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