Udesk
Udesk is a privately held Chinese SaaS company, founded in 2013, that provides AI-powered omnichannel customer service software to enterprise customers across retail, logistics, manufacturing, government, and other verticals, serving 50,000+ global customers with proprietary chatbot, voice bot, and LLM-powered knowledge base capabilities.
- Company typePrivate
- Founded2013
- HeadquartersBeijing, China
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What Udesk does
Udesk Co., Ltd. is a privately held Chinese SaaS company founded in 2013 that provides AI-powered omnichannel customer service software to enterprise customers. The platform unifies customer interactions across text, mobile, phone, email, chat, and social media channels, with native integrations for WeChat, Weibo, and Mini Program. The product portfolio spans core communication modules (Omnichannel, Live Chat, Call Center, Video Chat, Ticketing), AI-driven automation modules (AI Chatbot, Voice Chatbot, LLM Knowledge Base), and service insight tools (Voice Of Customer, Insight, Quality Inspection, Agent Assistant). Underlying technology includes natural language processing, large language model-based knowledge retrieval, and a proprietary GaussMind 'Original Mind Engine' for customized voice recognition, as demonstrated by Beijing Metro's 96123 intelligent voice bot.
Udesk serves 50,000+ global customers across verticals including retail, logistics, transportation, manufacturing, energy, hospitality, and government, with named enterprise deployments at Watsons, J&T Express, Beijing Metro, 3M, Dyson, Hilton, ExxonMobil, Schneider Electric, and Estee Lauder. The platform processes 2.3 billion tickets and 2 trillion requests annually from a user base of 120 million. The company operates from a Beijing headquarters with regional offices in Shanghai, Shenzhen, Guangzhou, Singapore (regional HQ for Southeast Asia), and Bangkok.
Revenue is generated through annual subscription pricing per agent, with disclosed tiers of $765/year (Call Center + Ticket), $969/year (Live Chat + Ticket), and $1,118/year (Omnichannel + Ticket). Go-to-market combines direct enterprise field sales with a multi-track partner program (reselling, referral, implementation), free trials for adoption, and participation in industry events. The company holds enterprise certifications including ISO 9001, ISO 27001, ISO 20000, GDPR, CCPA, PCI DSS, GXP, and CSA STAR. In November 2025, Udesk joined the Huawei Cloud Singapore AI Pioneer Partner Ecosystem Alliance to accelerate Southeast Asia expansion. Total disclosed equity funding is approximately $66.5M across four rounds from 2015 to 2018, with investors including DCM Ventures, Legend Capital, and Tiger Global Management.
Udesk firmographics
Firmographics- Name
- Udesk
- Legal name
- Udesk Co., Ltd.
- Website
- https://udeskglobal.com
- Company type
- Private
- Founded year
- 2013
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- Udesk is a privately held Chinese SaaS company, founded in 2013, that provides AI-powered omnichannel customer service software to enterprise customers across retail, logistics, manufacturing, government, and other verticals, serving 50,000+ global customers with proprietary chatbot, voice bot, and LLM-powered knowledge base capabilities.
- Ownership category
- akta.pro rank
Udesk industry classification
Industry- Product category
- Customer Service Software
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)
- SIC
- Services-Computer Programming Services (7371), Services-Telephone Interconnect Systems (7385)
- akta.pro primary industry
- Technical & Product Support (Tier 0–2, Troubleshooting) (BPAAABAF)
- akta.pro secondary industries
- Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), General Customer Service (Order/Account/Inquiries) (BPAAABAA), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB)
Keywords
Where Udesk is headquartered
LocationHeadquarters
- HQ city
- Beijing
- HQ country
- China
- HQ region
- Asia
Offices6 records
Markets served
Udesk business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- Subscription SaaS License: Annual subscription-based pricing per agent for access to customer service platform including Call Center, Live Chat, and Omnichannel modules. Pricing tiers available: Call Center+Ticket at $765/Year, Live Chat+Ticket at $969/Year, and Omnichannel+Ticket at $1,118/Year.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Call Center + Ticket |
| Subscription | Annual | Live Chat + Ticket |
| Subscription | Annual | Omnichannel + Ticket |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels5 records
Udesk product offering
Product offeringCore offering
Udesk sells an AI-powered omnichannel customer service software platform that unifies customer communication across text, mobile, phone, email, chat, and social media. The platform bundles AI chatbots, voice bots, an LLM-powered knowledge base, cloud call center capabilities, ticketing, and customer-insight analytics, and is sold on a per-agent annual subscription basis to enterprise customers across government, finance, retail, healthcare, travel, manufacturing, energy, logistics, and cross-border eCommerce verticals.
Product overview
Udesk is an AI-powered omnichannel customer service software platform serving enterprise customers. The product portfolio includes customer communication core products (Omnichannel, Live Chat, Call Center, Video Chat) that enable multi-channel engagement; AI-driven chatbot solutions (AI Chatbot, Voice Chatbot, LLM Knowledge Base) powered by large language models for automated intelligent service; and service insight tools (Voice Of Customer, Insight, Quality Inspection, Agent Assistant) for analytics, quality management, and agent productivity. The platform integrates across government, finance, retail, healthcare, travel, manufacturing, and energy industries, supporting over 50,000 global customers with 120 million total users and 2.3 billion annual tickets processed.
Differentiator
Problem solved
Functional benefit
Brands
- GaussMind: GaussMind 'Original Mind Engine' - customized voice recognition technology used for developing intelligent voice bots like the 96123 voice bot for Beijing Metro.
Products and services
- Omnichannel Unified customer communication platform enabling consistent availability across text, mobile, phone, email, chat, and social media channels for enterprise customer service teams.
- Live Chat Real-time web chat functionality that enables agents to engage with customers instantly during website visits for instant customer support.
- Call Center Cloud-based call center solution providing voice service capabilities with agent workbench, real-time monitoring, and comprehensive call reporting for enterprise contact center operations.
- Video Chat Real-time video chat capability enabling face-to-face customer interactions for visual support and personal customer engagement.
- AI Chatbot AI-powered chatbot that uses natural language processing to automate customer conversations and deliver intelligent responses across text channels.
- Voice Chatbot AI-powered voice bot that provides intelligent automated answers to customer voice queries using speech recognition and synthesis for natural language voice interactions.
- LLM Knowledge Base Enterprise knowledge management system powered by large language models that enables intelligent FAQ management and natural-language knowledge retrieval.
- Ticketing Ticketing system for managing customer service requests through creation, workbench, disposition, and configuration workflows across enterprise support teams.
- Voice Of Customer Customer insights platform providing transformational results through customer voice analysis, enabling organizations to understand and improve customer satisfaction.
- Insight Comprehensive reporting and analytics tool for measuring and monitoring service performance across all customer interaction channels.
- Sistem QA (Quality Inspection) Automated quality monitoring and evaluation system for service conversations, ensuring consistent service quality standards across agent interactions.
- Agent Assistant AI-powered assistant helping service agents deliver fast, accurate customer responses with real-time guidance and knowledge suggestions.
Quantifiable outcome
- 85% of common issues handled by AI chatbot
- +1 more outcomes
Companies that use Udesk
Customer profileNamed customers9 records
Segments13 records
Ideal customer profiles5 records
Udesk technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration6 records
AI capability8 records
Feature8 records
Udesk partnerships and signals
Strategic signalPartnerships
One partnership is on record.
- Huawei CloudcoreUdesk participated in the Huawei Cloud Singapore AI Pioneer Partner Ecosystem Alliance announced at Huawei Cloud & AI Partner Summit Singapore 2025. This initiative brings together nine AI companies including YITU Technology, Weaver Network International, Sunline Holding, TrustDecision, Udesk, iFLYTEK, Neuxnet, Sefonsoft, and AiMall to accelerate AI innovation across public services, retail, education, fintech, transport, and enterprise sectors in Singapore. The alliance aims to strengthen Singapore's position as a global leader in AI adoption.
Scale indicators6 records
Recent moves6 records
Expansion highlights6 records
Udesk competitors and assessment
Company assessmentMarket position
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
Udesk social profiles
Digital presenceUdesk compliance and trust
Trust signalCompliance8 records
Udesk financial estimates
Financial estimateRevenue estimate
Valuation estimate
Udesk leadership team
Management profileNumber of profiles
Profiles1 record
Udesk funding detail
Funding detailFunding overview
Funding rounds4 records
Investors3 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Udesk M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Udesk
What does Udesk do?
Udesk sells an AI-powered omnichannel customer service software platform that unifies customer communication across text, mobile, phone, email, chat, and social media. The platform bundles AI chatbots, voice bots, an LLM-powered knowledge base, cloud call center capabilities, ticketing, and customer-insight analytics, and is sold on a per-agent annual subscription basis to enterprise customers across government, finance, retail, healthcare, travel, manufacturing, energy, logistics, and cross-border eCommerce verticals.
Is Udesk a public or private company?
Udesk is a private company. It is classified as venture growth investor backed and is currently operating.
When was Udesk founded?
Udesk was founded in 2013. It employs 101 to 250 people.
Where is Udesk based?
Udesk is headquartered in Beijing, China, in the Asia region.
How does Udesk make money?
One revenue line is on record: subscription SaaS License.
Does Udesk have an API?
Yes. Udesk offers a comprehensive REST API for enterprise customers. The API supports Ticket Interface, Customer Interface, Customer Company Interface, Custom Fields Interface, Agent Interface, Instant Messaging Interface (Beta), Outbound Task Interface, Survey Interface, Customer Service Notification Interface, Knowledge Base Interface, Event Callback (Webhook), Operation Log Interface, Employee Monitoring Interface, and Product Order Interface. Additionally provides Third-Party Integration APIs for WeChat, Weibo, Mini Program, Call Component, CRM integrations, and CCPaaS (Call Center PaaS) APIs including backend, frontend SDK API, and frontend SDK UI. The Voicebot API supports AI Outbound, Call Record Callback, and various task management endpoints. Authentication uses AppId + Timestamp + Token (HMAC-SHA1) signature. Developer documentation is at www.udeskglobal.com/doc.
What industry is Udesk in?
Udesk's product category is Customer Service Software. Its primary akta.pro industry code is BPAAABAF, Technical & Product Support (Tier 0–2, Troubleshooting), with a secondary code of BPAAABAN, Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations. Its NAICS code is 56142 and its SIC code is 7371.