Featured Guest: Mike Donohue, SVP of Global Sales at Gupshup | The Future of Customer Engagement, Conversational AI

“The world is moving towards conversational engagement, where AI and messaging apps are transforming the customer experience.” – Mike Donohue

Conversational AI and messaging platforms are revolutionizing the way businesses connect with customers. This change is driving the future of commerce, marketing, and support. From automating customer interactions to creating personalized, real-time engagement, this technology is creating a new era of customer experience—worldwide.

In this episode, Mike Donohue, Senior Vice President at Gupshup, shares insights on this technological shift, the future of customer engagement and messaging in business, and his journey from startup hustler to a leader in the world of conversational engagement and AI.

Topics discussed in 'The Future of Customer Engagement with Conversational AI | Gupshup and Mike Donohue'

• How Gupshup is shaping the future of customer engagement with AI
• The rise of messaging platforms in emerging markets
• WhatsApp as a “Super App” for commerce and customer service
• The role of AI agents in replacing traditional call centers
• Real-world applications of conversational AI in insurance and real estate
• Mike Donohue's career path from Square and PayPal to Gupshup
• Advice for young professionals: focus on action and passion over outcomes
• Why customer experience is the new battleground for brands
• Embracing new tech: conversational AI, RCS messaging, and global engagement
• Insights on balancing technical and soft skills in a tech-driven world

This show is made possible by:

KazCM: A content production company that aims to create space where businesses can build assets and drive revenue through writing and talking. Learn more here: https://kazcm.com/

QuietLoud Studios: A podcast network where reflection and voice come together. Learn more here: https://quietloudstudios.com/

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Connect with Mike Donohue and learn more about Gupshup:

• Connect with Mike Donohue on LinkedIn.
• Learn more about Gupshup at Gupshup.io.
• Interested in leveraging AI for your business? Check out Gupshup’s events in cities worldwide, featuring insights from industry leaders like Google, Meta, and WhatsApp.

Get in touch with Eric Kasimov:

• X: https://twitter.com/eric_kaz
• LinkedIn: https://www.linkedin.com/in/erickasimov/

Credits:

• Music by Jess & Ricky: https://soundcloud.com/user-774649902/sets/jess-ricky
• Produced by the team at KazCM: https://kazcm.com/podcast-production/
• Part of QuietLoud Studios (podcast network): https://www.youtube.com/@quietloudstudios

Deep dive into this episode 'The Future of Customer Engagement with Conversational AI':

1. Conversational Engagement and AI-Driven Business Models

• Gupshup’s Role: Mike explains Gupshup’s mission as the world’s leading conversational engagement platform, facilitating two-way customer interactions across popular messaging channels like WhatsApp, RCS, and others. The platform supports 30+ messaging channels globally, enabling brands to engage with consumers in their preferred language and platforms.
• Emerging Conversational Internet: Mike describes the shift towards a “conversational internet,” where messaging apps are replacing traditional web browsers, and AI-driven chatbots are becoming the new storefronts. Consumers can now interact with brands just like they would with friends or family, thanks to advancements in AI and language models (LLMs).

2. Global Reach and Messaging Trends in Emerging Markets

• WhatsApp as a Super App: Mike highlights WhatsApp’s critical role in countries like India, Brazil, and throughout Latin America, where it is used as a main business channel. From ordering items to engaging with customer service, WhatsApp’s ecosystem is transforming local commerce.
• Technology Adoption Differences: While WhatsApp is a primary communication tool in many regions, the U.S. has been slower in adopting it for business due to differences in mobile preferences and app ecosystems. Mike believes this trend will eventually catch on in the U.S., driven by shifts like Apple’s recent RCS support for iPhones.

3. AI Agents and Customer Service Evolution

• AI in Customer Support and Sales: Gupshup’s platform leverages AI agents to automate customer service and sales, providing a seamless experience. These AI agents can access a company’s business logic and APIs to answer queries, offer recommendations, and complete transactions directly within the chat.
• Scaling Customer Service: Mike describes how AI agents can eliminate the traditional waiting time during high-traffic periods, such as holiday sales, by serving thousands of customers simultaneously, reducing operational costs and increasing customer satisfaction.

4. Real-Life Applications of Conversational Commerce

• Insurance and Real Estate Industries: Eric and Mike explore how traditional industries like insurance and real estate can leverage conversational AI to streamline processes. Mike shares examples of insurance quotes being issued via WhatsApp in minutes and real estate firms in Dubai engaging prospective buyers through messaging apps, replacing in-person and phone-based interactions.
• Impact on E-commerce and Customer Decision-Making: AI agents simplify the buying process by consolidating information and reviews, allowing customers to make decisions without sifting through endless data. Gupshup’s conversational platform helps brands provide personalized recommendations and support in real-time.

5. Career Path and Industry Insights

• Tech Journey and Personal Drive: Mike reflects on his career, from running a dorm-based laundry service at Columbia University to joining Square and later PayPal. Driven by curiosity and a passion for tech, Mike shares his approach to learning, embracing new roles, and making bold career moves, such as moving from Square to PayPal to lead a new business unit.
• Advice for Aspiring Entrepreneurs and Young Professionals: Mike encourages young professionals to pursue what excites them rather than solely focusing on financial outcomes. He highlights the benefits of startup culture, where impact and merit often outweigh seniority, and advises newcomers to gain hands-on experience in various business functions.

6. Industry Dynamics and the Future of Work

• AI’s Impact on Traditional Jobs: Mike acknowledges concerns about AI replacing human jobs in c...