Gupshup Launches Avatar Agent Platform for Face-to-Face Video AI Interactions with Customers

Gupshup Expands AI Agent Capabilities with Video Platform

Conversational messaging software provider Gupshup launched Avatar Agent on Wednesday, a self-serve platform that enables businesses to create AI agents capable of face-to-face video interactions with customers1

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. The platform represents a significant expansion of Gupshup's agentic solutions, coming weeks after the company introduced its voice AI platform. Avatar Agent now positions Gupshup to deliver omnichannel, multimodal and multilingual agents that meet customers across messaging, voice, video and web interfaces.

Building Trust Through Video-Based AI Agents

While text and voice agents have made customer interactions available around the clock, video adds a more personal dimension that builds trust and comfort as customers navigate important decisions1

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. Video creates a live presence where customers can see an agent explain a product, answer questions, qualify a request or walk them through a process without relying solely on a chat interface2

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. This visual element addresses a gap in customer service where AI-driven efficiency sometimes comes at the cost of personal connection.

"Even as AI agents multiply, customer experience doesn't have to become impersonal. Avatar agents bring back the personal touch: the feeling that someone is present, listening, understanding and helping. That's what builds trust," said Beerud Sheth, Founder and CEO of Gupshup2

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Rapid Deployment Through AI-Powered Self-Serve Platform

Businesses can create, customize and launch an avatar agent in minutes through the self-serve interface, with options to tailor layouts, visual styles, brand elements and messaging, or choose from presets designed for specific industries2

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. The platform eliminates the need for production teams or lengthy sales and integration processes that traditionally accompany video-based customer engagement solutions. Companies can extend an existing messaging agent to voice and video with a single click, retaining the same knowledge, behavior and brand identity across channels2

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Avatar Agent can also be set up, configured and managed through Gupshup SuperAgent, ChatGPT, Claude or other AI assistants. Businesses simply describe their requirements in plain language to quickly configure their avatar agent, which then runs on websites, mobile devices, tablets and kiosks2

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Cross-Industry Applications for Customer Engagement

The platform supports diverse use cases across multiple sectors. In retail and e-commerce, avatar agents can answer product questions, recommend items and guide shoppers toward checkout2

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. Real estate businesses can deploy them to qualify inbound leads, with virtual property tours planned as a subsequent use case. Banks and financial services providers can use avatar agents to explain products and guide customers through onboarding, both online and at branches.

In travel and hospitality, the agents can handle booking and concierge queries while supporting check-in experiences at hotel lobbies2

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. Education providers can leverage them to answer admissions and course-related questions around the clock, while healthcare facilities can deploy avatar agents to greet patients, address common queries and direct visitors to the appropriate desk. Beyond one-to-one customer interactions, avatar agents can host short sessions such as product walkthroughs and webinars, present materials and answer audience questions at any hour and across time zones2

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. When a customer needs human assistance, the agent can seamlessly hand over the interaction to a person, ensuring continuity in customer experience.