Gupshup, an India-based conversational engagement firm, announced Thursday the acquisition of OneDirect, the omnichannel, artificial intelligence (AI)-enabled customer service platform of choice for brands in India, South East Asia and the Middle East. The acquisition strengthens Gupshup’s suite of conversational solutions and enables superior omnichannel conversational engagement with a powerful and flexible live agent assist solution that can scale to thousands of agents with configurable workflows, integrations with existing customer relationship management (CRM) and helpdesk systems.