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Voice AI Is Quietly Winning the Customer Service War
Salesforce, Replicant, Rasa and Five9 are betting your next support agent won't be human. Here's who's ahead, what actually changed, and why the phone call became the last battleground.
Verloop Spent a Decade on the Chat Window. Nurix Just Bought It
The Bengaluru company built its business on automating customer support one message at a time, handling more than 20 million conversations a month. In July 2026, Mukesh Bansal's Nurix AI bought it - just as the category it helped pioneer turned into a multi-billion-dollar race.
Vikas Bhambri Sells the Software Behind the Support Desk
For close to three decades he has sold the customer-experience software you never see - the CRM inside Kustomer, the contact-center stack that plugs into UJET, and now the AI agents at Rasa. Meet the go-to-market operator who turned other people's complaints into a career.
Melissa Gordon
Melissa Gordon is the CEO of Rasa, the enterprise conversational AI platform powering two of the world's three largest banks and downloaded over 50 million times by developers. A two-time NCAA Division I All-American pole vaulter at Stanford and a near-decade Oracle veteran, she joined Rasa in February 2022 and has since led the company through a strategic pivot to generative AI, launching CALM (Conversational AI with Language Models) and raising a $30M Series C in February 2024 co-led by StepStone Group and PayPal Ventures.