Case Study: OYO achieves global customer engagement at scale with Gupshup

Gupshup revolutionized OYO’s customer engagement for global growth

OYO, a global hospitality platform, faced significant challenges in maintaining personalized customer engagement as it rapidly expanded across 80 countries. Traditional communication methods could not scale across different languages and time zones, leading to declining retention. To address this, OYO partnered with the conversational AI vendor Gupshup.

Gupshup implemented an omnichannel messaging platform to unify OYO's global communications. The solution included AI chatbots for support, tools for large-scale marketing campaigns, and a centralized dashboard for analytics. This resulted in 70% of customer questions being answered by the digital assistant, the conversion of five conversations to orders every week, and 100% customer reach across five key markets, dramatically improving satisfaction and operational efficiency for OYO.

OYO