The independent research firm recognized Gupshup for its product strategy and market impact of its conversational AI and NLP capabilities
San Francisco/ Mumbai, 4 October 2022: Gupshup, the leader in omnichannel conversational engagement announced that it has been recognized as a Major Contender in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2022. The research spanned all industries and geographies and evaluated 26 conversational AI players based on market adoption, product capabilities, and value delivered to clients.
The report also considered the diversity of each player’s client base, customer feedback, technical sophistication, language coverage, and YoY revenue growth.
“Businesses are looking for holistic conversational capabilities to serve their customers better, and this recognition by Everest Group for Conversational AI is a validation of our product and market strategy. We continue to push the boundaries of messaging for our customers, enabling seamless two-way conversations and faster time to market,” says Gaurav Kachhawa, Chief Product Officer, Gupshup. “Unlike stand-alone toolkits that require a high degree of customization, our pre-built intents and visual designers empower business users to create journeys rapidly.”
The PEAK Matrix® assesses vendors on dimensions of vision, capability to deliver products effectively, as well as impact delivered to clients through the breadth of services.
“Active.AI’s (a Gupshup company) Conversational AI has helped us engage our customers digitally and transform both the customer and employee’s servicing journey in a seamless way in over 40 markets around the globe. We have seen an increase in digital servicing adoption by 10X and 7 out of 10 questions are now resolved online”, said Bayu Febriajie, Chief Product Owner, Digital Servicing, CCIB at Standard Chartered Bank. Standard Chartered Bank is one among several BFSI customers who use Gupshup’s conversational messaging to reach and engage their audience.
Gupshup scores high on conversational capabilities and its AI models not just understand human language, but also respond dynamically, being sentiment aware, accounting for changes in context. “Buyers have pointed out its flexibility in new implementations, technical expertise, and superior NLP performance as its main strengths.” the report states.
With verticalized solutions that cover the full customer lifecycle, Gupshup helps automate product discovery, recommendations, KYC, service requests, appointment bookings, refund requests and more. The library of pre-built templates, pre-trained AI, and self-serve user interface helps companies create interactive flows on chat, voice, IVR and video-based channels. Gupshup’s NLP engine handles over 90% of all queries, including in vernacular languages, with an accuracy of over 93%.
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By unlocking the power of conversational engagement, Gupshup makes it easy for businesses to engage, interact and transact with their customers over a broad range of channels – anytime and anywhere. With a single messaging API for 30+ channels across voice, text and chat, an industry-specific, Conversational AI Platform and real-time unified conversational profiles, Gupshup enables businesses to create frictionless conversations with their customers where they are. Serving B2C companies in verticals including BFSI, e-commerce, retail, travel, edtech and healthcare, Gupshup is used by 45,000+ businesses across their marketing, sales and customer support functions. Learn more at gupshup.io.