Conversational engagement platform Gupshup acquires OneDirect

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Conversational engagement platform Gupshup acquires OneDirect
Representative imageIANS
Conversational engagement platform Gupshup on Thursday said it has acquired OneDirect, an artificial intelligence (AI)-enabled, customer service platform, for an undisclosed sum.
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OneDirect's platform has powered over 1 billion conversations for top brands like Indian Railways, Myntra, KFC, Airtel and Indigo Airlines, etc.

"OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform," said Beerud Sheth, Co-founder and CEO, Gupshup.

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OneDirect's platform enables businesses to manage all customer conversations across multiple channels - SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email and more -- using a simple and unified Agent Dashboard interface.

Businesses can leverage Gupshup's low-code chatbot automation tools to deflect incoming tickets and frequent customer issues automatically, while freeing up time for agents to handle more complex support queries.

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"Gupshup's advanced AI capabilities combined with Onedirect's robust customer service and engagement platform will provide businesses the ability to reinvent customer experience", said Vishrut Chalsani, Co-founder and CEO, OneDirect.

OneDirect's key investors include Sequoia Capital, American Express and ru-Net.

Gupshup is the leading conversational messaging platform, powering over 7 billion messages per month. It is present in regions like India, Latin America, Eastern Europe, Southeast Asia, the Middle East and the US.

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