Gupshup Launches Voice AI Platform Unifying Calls With WhatsApp, RCS, and SMS

Gupshup voice AI platform: Gupshup launches voice AI platform for businesses

The platform is designed to handle calls that don't need a human touch, such as resolving support queries, qualifying sales leads, making payment reminders and managing operational details such as scheduling and verification. This is not a bid for 100% automation, but is meant to free up human agents for more complex conversations, founder and CEO Beerud Sheth told ET. Conversational messaging software provider Gupshup has launched a self-serve voice AI platform that enables businesses to build and run AI voice agents to handle customer calls. This takes the company's conversational engagement platform beyond messaging, bringing voice calls onto the same infrastructure it already offers for WhatsApp, RCS, and SMS.The platform is designed to handle calls that don't need a human touch, such as resolving support

Gupshup Launches Self-Serve Voice AI Platform, Extending Conversational Engagement into Phone Calls

Businesses can now build, test, and deploy AI voice agents across support, sales, and operations -- alongside WhatsApp, RCS, and SMS -- from a single platform Gupshup today launched its Voice AI Platform, a self-serve console for building and running AI-powered voice agents that handle customer calls end to end. The launch extends Gupshup's conversational engagement platform from messaging into voice, bringing support, sales, and operations calls onto the same infrastructure businesses already use for WhatsApp, RCS, and SMS. Most customer calls don't need a human -- they need a fast, accurate answer. Gupshup's Voice AI Platform resolves inbound support calls, qualifies and converts leads, and automates operational calls such as scheduling, verification, and payment reminders, so human teams can focus on conversations that genuinely require a person. The platform, available at voiceai.gupshup.io, covers the entire agent lifecycle in a single no-code, prompt-based interface. Businesses configure an agent's voice, language, knowledge base, system prompt, and workflows, then connect it to the tools their teams already use. Before going live, teams define guardrails, run scenario-based simulations, and validate behaviour with automated tests -- comparing models against one another. Once deployed, built-in analytics track success rates, customer satisfaction, and language usage, with full transcripts, conversation history, and debug logs for review. Recurring test runs can be scheduled to catch regressions as knowledge bases and prompts change. Voice AI agents can support customers across the entire lifecycle -- from sales outreach, lead qualification, and booking to order tracking, ticket triage, and front-desk support to appointment scheduling, claims and pre-authorisation, KYC verification, and collections reminders. Gupshup's platform is the first to bring several unique capabilities to the market. First, voice is a channel extension of a platform already serving businesses across WhatsApp, RCS, and SMS -- enabling hybrid voice-and-messaging experiences within a single customer journey. Second, it supports enterprise telephony depth: PSTN and WhatsApp voice channels, on-premise and cloud deployment, and the option to bring existing PSTN infrastructure. Third, it is model-flexible -- businesses choose their own speech-to-text, text-to-speech, and LLM providers rather than accepting a locked stack. The platform builds on Gupshup's experience powering customer engagement for 50,000+ businesses across 100+ countries and 25+ industries, processing 10 billion interactions every month, including 500 million voice calls per month. Gupshup has invested in conversational technology and AI well ahead of the current generative AI wave, including the acquisition of Knowlarity in 2021, which expanded its capabilities in cloud communications and voice. The Voice AI Platform has been extensively beta tested and delivered strong outcomes across customer deployments. Gupshup is committed to making world-class AI accessible and affordable to a global audience. New users receive 100 minutes of free credits for initial testing, and base pricing starts at a market-low USD 0.035 (INR 3.50) per minute. "For customer engagement in emerging markets, Voice AI drives universal access -- reaching every user regardless of language or literacy. In developed markets, it drives efficiency and automation. In both, it delivers substantial cost savings, revenue growth, and customer satisfaction. With the launch of its Voice AI Platform alongside its messaging channels, Gupshup offers the only unified self-serve platform for customer engagement across voice and messaging globally," said Beerud Sheth, Co-founder and CEO, Gupshup.