Gupshup’s Secret Sauce: Why Gupshup Earned the Title of Best Conversational & Voice AI Company

Introduction

Amidst a crowded landscape of conversational AI providers, Gupshup has emerged as the Best Conversational & Voice AI Company at the Inaugural Edition of ET Making AI Work Awards 2025, presented by The Economic Times. This recognition goes beyond keeping up with trends, it celebrates our innovation, scale, and real-world impact. With over 50,000+ enterprise customers trusting Gupshup to power their most critical customer conversations, we continue to set the benchmark for intelligent, reliable, and business-ready AI communication.

Transforming How Conversational AI Works

Most traditional chatbot systems force a tough decision. You either get stuck with inflexible decision trees that fail when unusual situations arise, or you depend on a large language model, which can become expensive. Gupshup’s approach avoids this unworkable trade-off.

Our multi-agent architecture treats conversational AI as a team of specialized tools, not one huge system trying to do it all. Purpose-built agents focus on specific tasks such as intent classification, compliance checking, knowledge retrieval, deep reasoning, and even channel-specific template selection. These agents collaborate dynamically, adapting to context rather than following pre-mapped flows.

What makes it more powerful? A user-friendly low or no-code conversation builder. It helps business teams build advanced workflows in just days instead of dragging it out for months. The goal isn’t to push developers out but to free them from fixing fragile rule systems. This shift puts the power in the hands of experts who can make quick updates and improvements.

The Performance That Matters

Academic scores show some of the picture, but enterprise AI thrives (or fails) based on real-world performance:

Speed at Scale

• Handles milli-second latency even during peak traffic.
• Processes millions of two-way conversations across regions like APAC, India, MENA, and LATAM.
• Delivers carrier-level reliability with over 99.9% operational uptime.

Cost Efficiency Through Intelligence

• Cuts classification costs by 80% compared to using APIs alone.
• Saves 60% on compliance workflows.
• Achieves this by using hybrid routing to ensure the best accuracy: self-hosted models swiftly handle simple requests, advanced APIs take on the complex ones.

Evolving with AI Speed

• Uses an advanced evaluator AI to test other AIs. This system creates situations, rates results with advanced models, and suggests ways to improve.
• Companies saw measurable drops in error rates within six months without needing to increase manual QA efforts.
• Turn-level traceability means every decision is auditable.

Beyond Text: Channel-Native Experiences

Gupshup Conversation Cloud stands out because it helps brands pick the right templates for every use case.

Want to showcase products? Use a WhatsApp carousel. Need to book a service? Add quick-reply buttons with media cards. This smart use of channel-specific tools drives real business results:

• 3X improvement in customer engagement
• ~13% influence on order conversion rates
• INR 40M+ in influenced order value

We work where real conversations take place, on platforms like WhatsApp, RCS, Instagram, Voice and web/app experiences.

Real-World Impact: 50,000+ customers globally (and Growing)

Awards mean nothing if they don’t deliver for customers. Over the last year just in the Middle East and India:

• 200+ enterprise deployments went live
• 50% reduction in lead acquisition costs
• ~70% query resolution rate without human intervention
• ~45% fewer support calls reaching live agents

These aren’t pilot projects. These are production systems handling millions of conversations in regulated industries where mistakes have consequences.

Building a Trustworthy System

Enterprise AI success takes more than flashy presentations or impressive demos. Our responsible AI framework addresses what keeps compliance officers awake.

Multi-Layer Safety

• Pre-filters screen risky inputs before they reach models
• Retrieval-aware grounding keeps responses factual
• Post-generation guardrails catch and reshape problematic outputs
• Human-in-the-loop escalation for true edge cases

Transparency by Design

• Every interaction generates turn-level traces: tool calls, retrieval evidence, guardrail triggers, evaluator scores
• Periodic guardrail upgrades based on real-world failure patterns
• Incident playbooks and audit logging as standard

Privacy & Security

• Regional data handling with minimized retention
• Respect for channel-specific policies (crucial for WhatsApp/RCS compliance)

The Innovation That Delivers

Gupshup focuses on flexible AI design rather than running after every new model. If a superior model appears (open source or proprietary), our architecture lets customers swap it within days, not quarters.

This matters because:

• You can close competitive gaps by adopting new features as soon as they’re available.
• It helps reduce costs as better more efficient models are introduced.
• It minimizes risks as our routing system smoothly manages any drop in performance.

We’ve submitted research on AI-driven template selection to AAAI and regularly share learnings at industry forums, not because we need citations, but because advancing the field lifts all boats.

Why This Award Matters

Winning Best Conversational & Voice AI Company validates a fundamental belief: enterprise AI must balance innovation with reliability, cost with quality, automation with control.

The future of conversational AI isn’t one-size-fits-all models. It’s intelligent orchestration: the right AI, on the right task, at the right cost, with the right safeguards. It’s business-speed iteration without sacrificing governance. It’s channel-native experiences that turn conversations into conversions.

Most importantly, it proves itself at scale. Not in test runs in controlled benchmarks. In real-world production, across millions of conversations every day, in tough markets tricky languages, and high-pressure situations where users demand the best.

That is what distinguishes Gupshup and helped us receive this acknowledgment.

Looking to improve customer experience at your organization? Let’s talk about how we can help transform your CX strategy.