Gupshup Expands AI Offerings in Customer Communication

Gupshup, a company with nearly two decades of experience in facilitating business-to-customer communication, is strategically expanding its focus into conversational AI. The company is no longer positioning itself solely as a messaging infrastructure provider. Its product stack now encompasses voice AI, AI agents, campaign orchestration, and tools that enable enterprises to connect multiple AI models with customer engagement channels.

According to CEO and co-founder Beerud Sheth, Gupshup's global business is projected to reach approximately $350 million for fiscal year 2026 and is profitable. Significantly, 25% of its current revenue is derived from AI-related offerings. This transition has also led to some workforce reductions, but Sheth believes Gupshup's long history in messaging evolution provides a competitive advantage.

The company's strategy involves "AI-ifying" its existing enterprise customer base, leveraging its accumulated infrastructure, relationships, and transaction volumes as a competitive moat. Gupshup is building upon its foundational experience in SMS and platforms like WhatsApp to integrate AI capabilities into these customer engagement processes.

Gupshup has recently launched a voice AI offering, a self-serve platform for deploying AI agents to handle customer calls. These agents can manage inbound support inquiries, qualify leads, and automate operational tasks like scheduling and payment reminders. The company strengthened its voice infrastructure significantly by acquiring voice technology business Knowlarity for $100 million in 2022.

Instead of developing foundational AI models, Gupshup is positioning itself as a layer that connects various AI models to its APIs, workflows, and enterprise integrations. Its "Super Agent" orchestration layer consolidates multiple customer engagement functions into a single interface. These AI products and advanced orchestration capabilities now account for about a quarter of Gupshup's revenue and are growing faster than its traditional messaging business.