Gupshup Acquires OneDirect

Gupshup, a Conversational Engagement Platform, announced the acquisition of OneDirect, an Artificial Intelligence (AI)-enabled customer service platform, for an undisclosed sum on Thursday. Over 1 billion conversations have been powered by OneDirect's platform for top brands such as Indian Railways, Myntra, KFC, Airtel, and Indigo Airlines, among others.

"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.

Using a simple and unified Agent Dashboard interface, OneDirect's platform enables organisations to manage all client communications across numerous channels - SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email, and more. Businesses can use Gupshup's low-code chatbot automation solutions to automatically deflect incoming tickets and common customer complaints, freeing up time for humans to answer more difficult support enquiries.

"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.