美通社

2024-08-26 14:00

GenAI Enables Customer Experiences in APAC to Reach Their Full Potential

APAC companies are utilizing the power of GenAI to reshape customer experiences, according to research insights commissioned by Infobip

KUALA LUMPUR, Malaysia, Aug. 26, 2024 /PRNewswire/ -- Global cloud communications platform Infobip has released a new report with research insights by leading analyst firm IDC. The new Infobip eBook titled "Unlocking the potential of GenAI in CX" takes a closer look at how GenAI is enabling businesses to scale their customer service operations and provide more proactive and impactful customer experiences. Generative AI (or GenAI) is already making waves globally as companies and brands begin embracing this cutting-edge technology.

Unlocking the potential of generative AI in CX
Unlocking the potential of generative AI in CX

It is anticipated that by the end of 2027, the proportion of AI investments across the APAC region in GenAI will increase from 15% to 29%. Several business functions are being prioritized for GenAI initiatives – among the top areas that C-Level Execs are looking into using GenAI are Operations (47%), Customer Experience (38%), and Marketing (33%). The report also highlighted that APAC business sectors that are adopting GenAI are also following a similar trend as global top adopters of GenAI, especially within the Transportation and Logistics (74%), Telco, Media and Entertainment (72%), Financial Services (59%), and Healthcare and Life Sciences (54%) sectors.   

How GenAI Improves Customer Experiences

Business leaders have long recognized the importance of having superior customer experiences and improved operational efficiency, but they face numerous challenges that have prevented them from effectively carrying out their CX strategies. Among the top factors include the accelerated pace of tech adoption such as GenAI (33%), rising costs of CX transformation services (32%) and increased digital offerings from competitors (31%).

Leveraging GenAI-augmented solutions may just be the ticket for companies looking for a way out of their CX challenges. GenAI empowers customers to curate their own rich customer journeys and quickly troubleshoot problems while allowing businesses to scale and publish high-quality creations to multiple digital channels. GenAI is also capable of identifying patterns in unstructured data, automatically mapping them to be more understandable for businesses.

"Research shows that 69% of CEOs in APAC see AI as a significant opportunity for business growth and differentiation. At Infobip, we are helping businesses of all sizes leverage AI to transform customer interactions. We believe that GenAI will enable businesses to create fully automated flows, delivering welcome messages, product recommendations, and support —both before and after purchase — through a single automated conversation. As AI continues to evolve, we can expect increased customer satisfaction, better marketing and sales conversions, improved operations and lower customer support costs," said Ivan Ostojic, Chief Business Officer at Infobip.

Slow Adoption Despite a Record of Successes

Despite the huge potential of GenAI to revolutionize customer experiences, only 18% of APAC businesses are still in the early stage of AI adoption while 64% have either leveraged AI or Machine Learning in selected use cases. Just 18% of APAC businesses have advanced AI/ML capabilities. GenAI's slow adoption among organizations may be due to certain key challenges that need to be addressed first, such as regulatory compliance and security concerns.

"GenAI is set to transform how we design, implement, deliver, and scale customer experiences. In IDC's June 2023 Future of Customer Experience Survey, 35% of CX executives believe that innovations like GenAI and Web3 will be most pivotal in shaping their future CX strategies. Amidst economic uncertainties and rising costs, businesses must focus on differentiating themselves through value-driven, empathetic customer experiences, to stay competitive in an increasingly digital marketplace" said Nikhil Batra, Senior Research Director, IDC Asia-Pacific.

Despite the slow rollout of GenAI, several brands have already seen success in integrating GenAI into their CX strategies, such as Apollo 24/7, India's largest multi-channel digital healthcare platform. The brand leveraged Infobip's Answers AI-powered technology to create a more personalized and seamless digital healthcare experience to improve overall customer experience. By enabling GenAI digital assistance, Apollo 24/7 saw faster problem resolution and a higher conversion rate through intelligent chatbots.

With GenAI technology quickly becoming more sophisticated and advanced, APAC brands investing in GenAI are poised to greatly stand out from the competition and drive business growth. Organizations interested in embarking on GenAI customer journeys must choose a seasoned and trained local tech solution partner that is well-versed in conversational customer experiences. Once organizations have cleared the initial hurdles of GenAI, both customers and clients can enjoy the best of everything that GenAI technology can offer.

To learn more about how GenAI is enabling businesses to provide more proactive and impactful customer experiences, download the "Unlocking the potential of GenAI in CX" eBook here.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip's omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and 'things' in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
  • Infobip named to Fast Company's Annual List of the World's Most Innovative Companies (March 2024)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
  • Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
  • Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
  • Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)

source: Infobip

【香港好去處】2025去邊最好玩?etnet為你提供全港最齊盛事活動,所有資訊盡在掌握!► 即睇

人氣文章
最近7天
1
高息定存 | 6個月港元定存3.8厘新高,188日快閃優惠3.68厘
2
高息定存 | 富邦推快閃定存優惠3個月3.9厘,華僑188日3.68厘
3
高息定存 | 工銀亞洲推3個月5厘息搶新客,招商永隆推快閃優惠
4
【FOCUS】零售寒冬襲京滬港,逆市奇葩值借鏡
5
港股 | 蕭猷華:恒指料退守至18600點,宜逢低吸納
6
神州經脈 | 換手機可獲政府補貼,政策利率將降,滬指周挫逾5%
7
內銀股 | 人行再提擇機減息降準,內銀獲中金唱好,應該點部署?
8
大國博弈 | 【FOCUS】騰訊商湯寧德重挫,CMC清單劍指軍民融合
9
新股掛牌 | 布魯可首日掛牌升41%,每手賺7395元
10
加州山火 | 【FOCUS】洛杉磯烈火焚城,天災背後藏人禍
11
高息定存 | 一周高息合集,恒生1個月定存4厘,工銀亞洲3個月最高5厘
12
高息定存 | 渣打特選客6個月3.48厘,建行亞洲推1個月6.18厘高息吸客
13
高息定存 | 花旗3個月港元定存息加至4厘,信銀國際3.88厘
14
一本萬利 | 2025年的五個「勿」(有片)
15
高息定存 | 一周高息合集,銀行高息吸客,低門檻10萬享6.18厘,3個月最高5厘
16
港股 | 蕭猷華:恒指春節前目標21500點
17
互聯支付 | 黃俊碩:轉數快與IBPS互聯支付所產生的發展契機
18
英偉達 | DeepSeek衝擊AI晶片行業結構 英偉達暴跌仍未急抄底
19
神州經脈 | 基金賣股票據報受限,滬指連跌四日,人行穩匯率
20
專訪|洪灝:美股更大跌幅在前面,恐需習慣4%通脹(有片)
21
易經看世界 | 從乙巳年立春八字看香港前景:哪行業當旺?哪行業運滯?(有片)
22
習近平應約與特朗普通電話,特:冀盡快與習見面
23
高息定存 | 一周高息合集,銀行高息搶存,富邦1個月4.88厘,華僑1年期3.6厘
24
財政預算案2025 | 羅兵咸料本財年財赤948億,財政儲備降至紀錄新低
25
加州山火 | 美國洛杉磯大火失控,被迫撤離人數增至18萬
26
【FOCUS】去年貿易順差破紀錄,中國擴消費增緊迫感
27
賣地計劃 | 政府今季推一幅東涌住宅地涉745伙,全年供應不達標
28
高息定存 | 一周高息合集,部分銀行逆市加息,南商3個月加至3.8厘
29
加州山火造成超500億美元損失,大量房主未買保險
30
【FOCUS】侵侵就職倒數一周,美元及油價劇本臨揭盅
專業版
HV2
精裝版
SV2
串流版
IQ 登入
強化版
TQ
強化版
MQ

【etnet 30周年】多重慶祝活動一浪接一浪,好禮連環賞!

【蛇年行大運 新年好賞「飾」】etnet賞太歲開運趨吉避凶神器

etnet榮獲HKEX Awards 2023 「最佳證券數據供應商」大獎

大國博弈

貨幣攻略

說說心理話

聖誕新年特輯

Watch Trends 2024

北上食買玩

Art Month 2024

秋天養生食療

山今養生智慧

輕鬆護老