Gupshup has launched a self-serve voice AI platform that enables businesses to build, test, and deploy AI agents to handle customer calls end-to-end without writing any code. The platform extends Gupshup's existing customer engagement infrastructure, which already handles messaging through WhatsApp, RCS, and SMS, into voice calls. Businesses can now manage customer support, lead qualification, and operational tasks like scheduling and payment reminders through a unified interface.

What Makes Gupshup's Voice AI Platform Different?

Unlike point solutions focused solely on text-to-speech conversion, Gupshup's platform takes a broader approach to voice automation. The company built the platform to work alongside its existing messaging capabilities, meaning businesses can create customer journeys that seamlessly blend voice and text interactions. This unified approach addresses a real gap in the market, where most voice AI tools operate in isolation from messaging systems.

The platform also gives businesses flexibility in choosing their underlying AI components. Rather than locking customers into a single vendor stack, Gupshup lets businesses select their own speech-to-text provider, text-to-speech provider, and large language model (LLM), which is the AI engine that powers conversational understanding. This model-flexible approach means businesses aren't forced to use ElevenLabs or any other specific vendor if they prefer alternatives.

How to Build and Deploy an AI Voice Agent on Gupshup

• Configure Agent Settings: Define the agent's voice, language, knowledge base, system prompt, and workflows through a no-code, prompt-based interface without requiring technical expertise.
• Connect Tools and Systems: Link the agent to existing business tools and infrastructure so it can access customer data, payment systems, and scheduling applications.
• Test and Validate: Run simulations, set guardrails, and compare different AI models before deployment to ensure the agent behaves correctly in real-world scenarios.
• Monitor Performance: Track success rates, customer satisfaction scores, and language usage after deployment, with access to transcripts, conversation history, and debug logs for continuous improvement.

The platform supports both PSTN (traditional phone lines) and WhatsApp voice channels, and businesses can choose between on-premise or cloud deployment. For organizations with existing phone infrastructure, Gupshup also offers the option to bring their own PSTN setup.

What Scale Is Gupshup Operating At?

Gupshup isn't a startup testing this concept. The company already powers customer engagement for more than 50,000 businesses across 100 or more countries and 25 or more industries. Gupshup processes 10 billion interactions monthly, including 500 million voice calls per month, giving the platform real-world validation at enterprise scale.

The voice AI platform has been beta tested across multiple deployments before this general launch. Pricing starts at $0.035 per minute, or roughly $2.10 per hour of voice calls. New users receive 100 minutes of free credits to test the platform before committing to paid usage.

"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 cost savings, revenue growth, and satisfaction. With the launch of its Voice AI Platform alongside its messaging, Gupshup offers the only unified self-serve platform for customer engagement across voice and messaging," said Beerud Sheth, Co-founder and CEO, Gupshup.

Beerud Sheth, Co-founder and CEO, Gupshup

Why This Matters for the Voice AI Market

The launch signals a shift in how voice AI is being positioned. While companies like ElevenLabs have focused on perfecting text-to-speech technology, Gupshup is attacking the problem from a business automation angle. The platform targets real operational pain points, such as handling customer support tickets, qualifying sales leads, and automating routine verification calls. By bundling voice capabilities with existing messaging infrastructure, Gupshup is betting that businesses care less about best-in-class voice synthesis and more about end-to-end automation that reduces headcount and improves customer experience.

The model-flexible approach also represents a competitive pressure point. By allowing businesses to choose their own speech-to-text and text-to-speech providers, Gupshup avoids vendor lock-in and positions itself as a platform layer rather than a technology vendor. This could appeal to enterprises that have already invested in specific AI vendors or that want to maintain negotiating leverage with multiple providers.