Gupshup brings Google Cloud’s Vertex AI-powered chatbots into RCS conversations

The chatbots will enable brands to offer full lifecycle conversational marketing, commerce & support on RCS

Gupshup, the world’s leading Conversation Cloud platform today announced that brands on its platform can now offer AI chatbots for RCS conversations, opening up a whole new advanced and interactive experience for their users. Gupshup’s Conversational AI product suite, spanning Auto Bot Builder and ACE LLM, are now using Google Cloud’s Vertex AI platform to bring the benefits of Google’s large language models (LLMs) to Gupshup’s customers globally.

The integration will enable businesses to deliver more precise and human-like interactions with speed and scale and offer a more personalized and responsive experience. Further, AI assistants on RCS will be able to intelligently respond to unstructured queries, assisting customers across various stages–from product discovery, lead generation to troubleshooting and customer support.

Google Cloud has made significant advancements in AI over the years. In May of last year, it launched PaLM 2, a state-of-the-art language model with improved multilingual, reasoning and coding capabilities.

“Generative AI is transforming the RCS industry, and we’re thrilled that Gupshup is utilizing our latest LLMs on Vertex AI to further personalize and enhance how businesses engage with customers through AI-driven conversations,” said Warren Barkley, Senior Director of Product Management, Vertex AI at Google Cloud. “Vertex AI provides partners like Gupshup with a unified AI platform to leverage state-of-the-art foundational models, and we look forward to seeing the ways Gupshup continues to innovate with this technology.”

The importance of messaging is swiftly growing as a crucial component for building a great CX (Customer Experience), with businesses giving it increasing priority. The primary reason behind this shift has been customers’ preference for Conversational Experiences where they are able to not just get the latest updates but also ask, transact and receive support. According to a Gartner study, 80% of customer service organizations will abandon native mobile apps in favor of messaging.

“We’ve always leveraged the latest cutting-edge AI technologies to offer a superior customer engagement platform to our brands. With our Auto Bot Builder and domain-specific ACE LLM now leveraging Google’s LLMs, business messages on RCS are set to get a massive facelift, leading to better ROI for enterprises. We are excited to work with Google Cloud to help our brands bring intelligent conversations on RCS that will redefine customer engagement,” said Beerud Sheth, Founder and CEO, Gupshup.

Gupshup is a pioneer in leveraging domain-specific, fine-tuned large language models (LLMs) to automate the creation of enterprise-grade chatbots with appropriate guardrails. In January 2023, it launched Auto Bot Builder, a tool that leverages LLMs to automatically and effortlessly build advanced chatbots for enterprises.

It launched ACE LLM in August 2023- a family of domain-specific Large Language Models specialized for functions such as marketing, commerce, support, HR & IT, and industries like banking, retail, utilities, and others. Built upon top-tier foundation models, ACE LLM has been meticulously adapted for specific industries and functions and is also equipped with enterprise-grade safety controls and guardrails.

Gupshup’s Conversational AI solutions are already live with several clients in India and abroad. The advanced customer service chatbot for Dubai Electricity and Water Authority (DEWA) – Dubai’s largest utility, is powered by Gupshup. In India, several brands such as Tata Capital and Chaayos are using it for brand engagement, product discovery, employee training, and consultative selling.

About Gupshup

Gupshup is a Conversation Cloud that enables brands to advertise, communicate, and converse with their customers by leveraging AI and CPaaS. Gupshup’s automation solutions enable 75,000+ brands across India, Latin America, Europe, Southeast Asia, the Middle East, and the United States to deliver better customer experience, and increased revenue while saving costs. Citibank, AkzoNobel, Khan Academy, Unilever, MPL, Netflix, Flipkart, and Ola are a few of its leading clients. With a single messaging API for 30+ channels across voice, text, and chat, the conversational engagement platform powers over 10 billion messages per month. Valued at $1.4 bn, the company has marquee investors such as Tiger Global, Fidelity Management and Research Co. LLC, and others on its cap table. For more details, please visit: www.gupshup.io.