# How AkzoNobel uses Gupshup

**85%**: “85% of campaign engagement is handled by a Virtual Advisor”

As published on [gupshup.ai](https://www.gupshup.ai/resources/case-studies/akzonobel-leverages-omnichannel-conversational-support/), March 2023. Captured by usedby on 2026-10-08.

- Company: [AkzoNobel](https://www.usedby.ai/companies/akzonobel.md)
- Tool: [Gupshup](https://www.usedby.ai/tools/gupshup.md)
- Industry: [Manufacturing](https://www.usedby.ai/companies/industry/manufacturing.md)
- Teams: Customer Support

## What the story says

AkzoNobel uses Gupshup's Virtual Advisor to run its Dulux Promise loyalty campaign, handling product replacement requests by registering claims, validating them and issuing e-vouchers across WhatsApp, Facebook Messenger, Zalo and its website.

Summary written by usedby from the source page, in English. The figures are those of Gupshup and AkzoNobel, not ours.

> While 100% of the customer claims as part of the Dulux Promise campaign were handled by Gupshup's Virtual Advisor, 85% of the total engagements were exclusively handled by the Virtual Advisor, with no human agent involvement, leading to a reallocation of human agents to higher-value tasks.

- **4+ minutes**: “With Gupshup's Al-enabled intelligent Virtual Advisor, we were able to increase the interaction time to 4+ minutes”
- **100%**: “While 100% of the customer claims as part of the Dulux Promise campaign were handled by Gupshup's Virtual Advisor”

> Through Gupshup, we were able to see data and insights which we would have never seen otherwise.
>
> Navninder Singh, Global Digital Innovation Manager - AkzoNobel

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 85% is printed word for word on the page, near the name of AkzoNobel.
- Checked: the passage quoted above is copied word for word from the page, near the name of AkzoNobel.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: AkzoNobel uses Gupshup. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/akzonobel-gupshup · How we check: https://www.usedby.ai/methodology