KUALA LUMPUR, MALAYSIA – Media OutReach – October 9, 2023 – Global cloud communications platform
Infobip launches Experiences, a set of pre-built use cases supporting GenAI that helps brands empower and improve their business results. Started in Brazil and rolled out globally to other regions in the coming months, Infobip Experiences is a new bet of Infobip in Brazil, due to the potential of this country as an emerging economy. Experiences is currently launching with a GenAI assistant, using ChatGPT technology to improve customer interactions, with the goal of enabling businesses to increase sales, save time and ensure customer satisfaction.
Infobip launches Experiences, a new product with ChatGPT technology to revolutionize the customer experience
From a GenAI appointment scheduling service to a long list of use cases that will expand to support a variety of industries, Infobip Experiences will first be available on WhatsApp. Experiences allow virtual interactions to be personalized, making them resemble human interactions. By leveraging ChatGPT technology, it is possible to make communication more comprehensive and humanized. Infobip Experiences can create unlimited conversations using the correct tone of voice. All messages are pre-populated by GenAI, and it is possible to choose the ideal style for each platform.
As businesses explore new ways to insert generative AI into their customer engagement suite and deliver even more conversational experiences to consumers, further enhancing their journeys, Infobip Experiences was designed to be used in several sectors and will support them all, such as retail, healthcare, transport and logistics, tourism, among others.
Ivan Ostojic, Sales Director at Infobip, said:
“Ease of use and implementation is another differentiator. With Infobip Experiences, setup can be done in minutes, and the omnichannel experience allows you to interact with customers across various chat and conversation apps Although we are starting with WhatsApp first, the experiences will leverage Infobip’s unique omnichannel expertise and be channel agnostic. Other OTT channels like Viber, RCS and Apple Business Messenger will follow, supported support through traditional channels like SMS and email for notifications.
In practice, Infobip Experiences works as follows: A company using Experiences provides data to feed the AI assistant with content related to its work. From there, you can use this data to define a brand-appropriate message style, and the AI assistant can answer consumers’ questions with human, knowledgeable conversations. If, however, it fails to meet customer needs, the request is sent to a human agent.
Lack of personalization harms the relationship between brands and consumers
According to Infobip, 68% of people prefer to make contact or even purchase products via messaging applications. However, 75% of consumers feel frustrated when customer service is not personalized and brands that introduce an AI-enabled shopping assistant can solve this problem very quickly. WhatsApp, for example, stands out in the scenario of conversational commerce through messaging applications with an 80% growth in commercial interactions in 2022 compared to 2021. In Brazil, the application is also on the list of favorites for interactions with businesses. This is one of the reasons why Infobip is introducing its new product to this open and ever-expanding market.
Ivan Ostojic also commented:
“Businesses should invest in a system that brings them closer to their target audience and exceeds their expectations. Brazil is a very receptive market to new technologies, which makes it perfect for implementing Infobip experiences. Use a system that brings the customer of the company is a necessary business strategy, capable of generating consistent results. People must feel that the company cares about their requests and knows how to respond to them, both in terms of sales and support for other matters This will further improve the relationship between brands and their customers, leveraging CX.
Learn more about the experiences by clicking here:
https://www.infobip.com/experiences
Hashtag: #Infobip
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