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Gupshup and Google Cloud Bring Advanced AI Chatbots to RCS

By Greg Tavarez March 05, 2024

Let’s talk about the RCS industry.

RCS stands for Rich Communication Services. It's a protocol designed to replace the traditional SMS messaging with a richer, more interactive experience. RCS allows for enhanced features such as group chat, high-resolution photo sharing, read receipts, typing indicators and more. It essentially brings messaging more in line with modern messaging platforms like WhatsApp, Facebook Messenger, and iMessage.

RCS requires carrier support and is built into the messaging app on compatible devices. It's often seen as an evolution of SMS, offering users a more feature-rich and seamless messaging experience without the need for third-party apps.

As is the case with most industries, generative AI is also reshaping the RCS industry, and GupShup is jumping on that trend. Gupshup announced that brands using its platform can now leverage AI chatbots within RCS conversations. This integration aims to transform customer interactions by offering a more advanced and interactive experience.

Gupshup's Conversational AI suite, encompasses the Auto Bot Builder and ACE LLM. Now, the suite utilizes Google Cloud's Vertex AI platform. This integration grants Gupshup's global clientele access to the power of Google's LLMs.

Gupshup's Auto Bot Builder, launched in January 2023, simplifies the process of constructing complex chatbots powered by LLMs. This allows businesses to automate various customer service tasks, from answering frequently asked questions and troubleshooting issues to facilitating product discovery and providing purchasing assistance.

Gupshup's ACE LLM, also integrated with Vertex AI, leverages Google's LLMs to enhance the chatbot's ability to understand and respond to user queries. This translates to more natural and informative conversations, fostering a more positive customer experience.

“With our Auto Bot Builder and domain-specific ACE LLM now leveraging Google's LLMs, business messages on RCS are set to get a massive facelift, leading to better ROI for enterprises,” said Beerud Sheth, founder and CEO, Gupshup.

The long-story-short? The integration enables businesses to deliver more precise and human-like interactions with speed and scale and offer a more personalized and responsive experience. Further, AI assistants on RCS will be able to intelligently respond to unstructured queries, assisting customers across various stages–from product discovery, lead generation to troubleshooting and customer support.

“Vertex AI provides partners like Gupshup with a unified AI platform to leverage state-of-the-art foundational models, and we look forward to seeing the ways Gupshup continues to innovate with this technology,” said Warren Barkley, Senior Director of Product Management, Vertex AI at Google Cloud.

As the adoption of RCS messaging continues to grow, Gupshup's integration of AI chatbots positions the company as a frontrunner in shaping the future of customer engagement and communication. With Google's LLMs driving innovation, Gupshup helps brands unlock more personalized and interactive customer experiences.

Edited by Alex Passett
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CustomerZone360 Editor

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