APAC Companies Embrace GenAI to Transform Customer Experiences: Infobip Report

The power of artificial intelligence is reshaping customer experiences in the Asia-Pacific region, with companies leveraging the potential of GenAI to enhance their operations and provide more impactful interactions with customers. According to a recent report commissioned by Infobip, a global cloud communications platform, the adoption of GenAI is on the rise, with significant investments expected in the coming years.

GenAI, or Generative AI, is enabling businesses to scale their customer service operations and deliver personalized experiences to customers. By leveraging GenAI-augmented solutions, companies can create automated flows that deliver welcome messages, product recommendations, and support before and after purchase. This technology allows businesses to curate rich customer journeys and troubleshoot problems quickly, ultimately leading to improved customer satisfaction and lower support costs.

Despite the potential for GenAI to revolutionize customer experiences, adoption in the Asia-Pacific region remains relatively slow. Only 18% of businesses are in the early stages of AI adoption, while 64% have leveraged AI or machine learning in selected use cases. Challenges such as regulatory compliance and security concerns may be hindering widespread adoption of GenAI.

However, some brands have already seen success in integrating GenAI into their customer experience strategies. For example, Apollo 24/7, India’s largest multi-channel digital healthcare platform, used Infobip’s Answers AI-powered technology to create a more personalized and seamless digital healthcare experience for customers. By implementing GenAI digital assistance, Apollo 24/7 saw faster problem resolution and higher conversion rates through intelligent chatbots.

As GenAI technology continues to advance, businesses in the Asia-Pacific region that invest in this technology are poised to differentiate themselves from competitors and drive business growth. Organizations interested in embarking on GenAI customer journeys should partner with experienced tech solution providers who specialize in conversational customer experiences. By overcoming initial hurdles and embracing GenAI technology, businesses can deliver the best possible customer experiences to their clients.

To learn more about how GenAI is transforming customer experiences and enabling businesses to provide proactive interactions, download the “Unlocking the potential of GenAI in CX” eBook from Infobip. With the power of GenAI, businesses can create innovative and impactful customer experiences that set them apart in the digital marketplace.