Conversational AI unicorn Gupshup acquires omnichannel customer service platform Onedirect

Conversational engagement platform Gupshup has acquired Onedirect, a leading omnichannel customer service platform for consumer businesses.

Gupshup helps large and small businesses in emerging markets to build conversational experiences across marketing, sales and support. The acquisition will strengthen Gupshup’s conversational solutions and  enable superior omnichannel conversational engagement. It will also enable Gupshup to offer an live Agent Assist solution that works seamlessly with chatbot automation solutions to provide the best customer experience on-demand.

“OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform. We welcome OneDirect to the Gupshup family,” said Beerud Sheth, co-founder and CEO, Gupshup.

OneDirect helps companies deliver fast, effective and personalized experiences to customers across digital channels. Businesses can leverage Gupshup’s no and 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.

“We are excited to join the Gupshup family and look forward to building more efficient and personalized conversational experiences. 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.

The acquisition will help both companies unlock new growth opportunities and further scale their enterprise CX offerings.