Conversational engagement company Gupshup has launched a self-serve Voice AI platform that allows businesses to build, deploy and manage AI-powered agents for customer calls, expanding its enterprise communications offering beyond messaging channels.
The platform is designed to handle inbound and outbound calls across customer support, sales and operational workflows. Businesses can use the AI agents to answer support queries, qualify leads, send payment reminders, schedule appointments and carry out verification processes.
The launch brings voice interactions alongside Gupshup's existing capabilities across WhatsApp, RCS and SMS, as the company looks to provide enterprises with a broader platform for managing customer conversations.
Businesses can configure an agent's voice, language, instructions, knowledge base and conversation workflow without having to develop the underlying voice infrastructure. The platform includes a visual workflow builder that can be used to create conversation paths, integrate external tools and determine when a call should be transferred to a human representative.
Gupshup said the platform supports more than 90 languages and dialects, including dedicated capabilities for 11 Indian languages. It can operate across phone networks, SIP connections, WhatsApp calling and browser-based voice experiences.
Companies can also continue using their existing telephony providers, including services such as Twilio and Plivo, or access managed numbers through Knowlarity, which is owned by Gupshup.
The platform allows enterprises to choose among speech-to-text, text-to-speech and large language model providers rather than requiring them to use a single AI vendor. According to Gupshup, typical end-to-end interaction latency is between two and three seconds.
The system also includes tools for monitoring AI agents after deployment. Calls can generate transcripts, recordings and conversation histories, alongside information on latency and operating costs. Post-call analytics can track factors including customer intent, sentiment, language and call outcomes.
For situations requiring human intervention, the platform supports both warm and cold transfers to customer service representatives during an active call. Gupshup founder and CEO Beerud Sheth said the platform is intended to automate routine conversations rather than replace human involvement across every customer interaction.
Gupshup says its broader communications platform serves more than 50,000 customers across over 130 countries and processes more than 120 billion messages annually. The addition of self-serve Voice AI extends that infrastructure into real-time phone conversations as enterprises increasingly explore AI agents for customer engagement and operational automation.
Disclaimer: This article may include information derived from interviews, press releases, public statements, research, company communications and other publicly available or third-party sources. Such material may be summarised, paraphrased or contextualised for journalistic and editorial purposes. All rights in third-party content remain with their respective owners.