Gupshup Named Established Leader in Juniper Research’s AI Agents Report: Here’s What It Means

The AI Agents Moment Is Here

As AI agents reshape customer experience, this recognition reflects Gupshup’s commitment to building intelligent, scalable, and enterprise-ready conversational AI

The AI Agents Moment Is Here

Juniper Research just released their AI Agents for Customer Experience Platforms Market: 2025-2030 report and Gupshup has been recognized as an Established Leader.

The timing is significant. According to Juniper, AI agents will power 1,000% more customer interactions globally by 2027. The market is projected to grow from $1.3B to $18.3B by 2030. Enterprises are moving beyond scripted chatbots toward intelligent agents that can reason, act, and deliver real business outcomes.

This recognition validates our approach. Here’s the thinking behind it.

Built for Every Channel, Not Just One

Customer conversations don’t live in a single place. They happen on WhatsApp, RCS, voice, web, and increasingly across platforms like Instagram and ChatGPT.

Gupshup’s strength lies in multi-channel orchestration. Our centralized engine deploys AI agents seamlessly across platforms with a unified toolkit that ensures consistency and faster go-live wherever your customers choose to engage.

This approach also unlocks cross-channel intelligence: visibility into how users behave differently across channels, which formats drive engagement, and where to optimize.

Context That Doesn't Reset

A customer who browsed products yesterday, clicked an ad this morning, and is now asking about delivery shouldn’t have to start from scratch.

Our AI agents maintain continuity through layered memory:

• Session context for active conversations (within 24-hour WhatsApp windows or web sessions)
• Customer 360 profiles that store preferences, past interactions, language choices, and key attributes across sessions
• Contextual signals from ad metadata, referral links, and in-journey variables that help agents understand intent from the first message

The result: conversations that feel continuous, not transactional.

Measuring What Matters

Automation is table stakes. The real question is: did the conversation achieve its goal?

Gupshup provides three layers of analytics to answer that:

• Engagement metrics – volumes, response times, satisfaction signals, performance trends
• Goal tracking – did the conversation convert, book, resolve, or qualify? Clear visibility tied to business milestones
• Conversation intelligence – deeper insights like product interests, objections, sentiment patterns, and intent clusters extracted from full transcripts

These feed directly into CRM systems, campaign targeting, and product workflows closing the loop between conversation and outcome.

Scale and Safety for the Enterprise

Enterprise AI can’t afford downtime, hallucinations, or compliance gaps.

Gupshup supports high-volume environments over 10,000 transactions per second with infrastructure built to handle traffic spikes without degradation. On the safety side, we implement dual-layer guardrails: incoming messages are scanned for prompt manipulation and disallowed content, while outgoing responses are validated for compliance, tone, and factual grounding.

For regulated industries like banking and healthcare, we offer multi-country data residency, comprehensive audit logs, and full traceability of agent reasoning – because trust requires transparency.

Where We're Headed

The market is shifting toward autonomous service layers where AI agents become the primary interface for customer interactions orchestrating systems, managing workflows, and operating with greater autonomy.

Gupshup is investing in that direction: advanced multi-agent orchestration, flexibility to bring your own LLM, real-time voice streaming, and templatized pipelines that reduce deployment complexity. The goal is to make sophisticated AI agents accessible without requiring months of technical lift.

What This Recognition Reflects

Being named an Established Leader isn’t just about features, it’s about trust. 50,000+ customers across industries and geographies rely on Gupshup to power their most critical customer conversations.

This recognition reflects a belief we’ve held from the start: enterprise AI must balance innovation with reliability, speed with governance, and automation with human-centered design.

The agentic era is here. We’re ready.

Looking to explore AI agents for your customer experience? Let’s talk