Gupshup launches Conversation Cloud for B2C interactions

Gupshup, a leader in conversational engagement, has launched the Conversation Cloud, a comprehensive suite of SaaS tools that are set to revolutionize business-to-customer interactions.

According to the company's statement, the suite of SaaS tools, powered by AI, is designed to facilitate rich, two-way conversations across various platforms like WhatsApp, Instagram, and Voice. The Conversation Cloud aims to enhance customer acquisition, engagement, commerce, and support, promising a substantial increase in ROI for businesses.

The core modules of the conversation cloud

The platform is built around three key modules: Converse, Advertise, and Communicate. These modules support the entire customer lifecycle, from acquisition to engagement.

Converse allows businesses to create personalized conversational journeys without the need for coding, leveraging AI bots for natural language queries.

Advertise focuses on acquiring and converting customers through targeted ads on WhatsApp and Instagram, significantly reducing costs and increasing sign-ups.

Communicate enhances traditional CPaaS with features like automatic message translation and omnichannel failover, ensuring messages reach customers effectively.

Impactful customer engagement

The startup claims that the Conversation Cloud has already shown promising results. Vivo, for example, used the platform for its "Switch-off" campaign, engaging customers through WhatsApp and gaining valuable insights. This innovative approach to messaging has enabled businesses to connect with their customers on a more personal level, leading to increased engagement and insights.

Incorporating generative AI models 

At the heart of the Conversation Cloud is ACE LLM, Gupshup's domain-specific large language model. This AI is designed to handle complex queries within the safety parameters of business conversations.

The platform also incorporates generative AI models for template translations and suggestions, enhancing the efficiency and effectiveness of customer interactions.

“The Conversational Internet is among the biggest trends shaking up the customer experience. It is rapidly digitizing the mobile-first countries in emerging markets. Every business and brand will need new tools to build and manage conversational experiences. Gupshup builds on its reputation for innovation by launching the first such comprehensive platform, the Conversation Cloud, that transforms customer experiences and delivers substantial ROI to businesses”, said Beerud Sheth, Co-founder and CEO of Gupshup.