Improving the digital customer experience should be an overarching goal for all customer-facing companies today. Customers want and expect the same types of advanced, personalized digital experiences they have come to expect from social media, Amazon and other sites. To boot, artificial intelligence (AI) is helping many organizations drive better digital experiences.
In this vein of experiences, cloud communications platform Infobip recently announced the launch of AI Hub, a comprehensive AI overhaul of its platform to help businesses create seamless end-to-end conversational experiences across the whole customer journey. AI Hub enables organizations to create tailored customer experiences with the help of generative AI and advanced analytics to drive conversational transformation for their customers.
Integrating advanced analytics and generative AI (GenAI) features with Infobip's core software-as-a-service (SaaS) portfolio, AI Hub enables businesses and brands to build end-to-end conversational customer journeys, enhancing customer engagement whether for marketing, sales or support and driving business growth with minimal effort and no coding knowledge.
Users can, for example, use an AI copilot to help navigate the platform and fulfill an automated workflow for tasks, such as customer journey generation, and right marketing campaign development, which will enable brands to increase conversions, sales or reduce costs by creating an optimized end-to-end customer engagement journey using GenAI. This might include purchasing flows where it's possible to re-engage the consumer over chat channels to keep bringing them back into purchasing flows.
In launching AI Hub, Infobip collaborated with Microsoft to develop new ways of integrating GenAI within its customer engagement suite. Infobip integrated OpenAI's ChatGPT model through Microsoft Azure OpenAI Service into its Infobip AI Hub to help ensure that Infobip-used language models are secure, isolated from the outside world and no end customers' data is exposed to potential security threats.
"The customer journey is evolving from a fragmented experience across multiple channels to a conversational experience in one place,” said Silvio Kutic, CEO of Infobip. “Cloud infrastructure, conversational chat apps and generative AI now allow conversations between businesses and consumers, enriching customer experiences and consolidating disparate customer journeys into one seamless experience. To facilitate this transition, we have launched AI Hub, which provides an end-to-end platform across the full customer journey integrating and upgrading current Infobip SaaS solutions with AI and connecting marketing, with sales and support.”
Edited by
Alex Passett
