Initially offered in Brazil, Infobip’s new product is a set of predefined GenAI supporting use cases that helps brands leverage business results and strengthen the customer experience.
Global cloud communication platform Infobip launches Experiences, a set of predefined GenAI supporting use cases that helps brands to empower and elevate their businesses results.
Starting in Brazil and deployed in the world across other regions in the upcoming months, Infobip Experiences is being launched in Brazil, due to the country’s potential as an emerging economy. Experiences is currently starting with a GenAI assistant, using ChatGPT technology to enhance customer interactions, with the aim of enabling businesses to increase sales, save time and ensure customer satisfaction.
From a GenAI appointment booking service to an expansive list of use cases that will increase to support a variety of businesses verticals, Infobip Experiences will be first available on WhatsApp, allows personalising virtual interactions to make them resemble human and personalized interactions. By leveraging ChatGPT technology, it’s possible to make communication more comprehensive and humanized. Infobip Experiences can create limitless conversations using the correct tone of voice. All messages are pre-filled by GenAI, and it is possible to choose the ideal style for each platform.
As companies are currently exploring new ways to insert generative AI into their customer engagement suite and offer even more conversational experiences to consumers, further enhancing their journeys, Infobip Experiences was designed to be used in several industries and it will support all of them, such as retail, healthcare, transportation and logistics, tourism, among others.
Ivan Ostojic, Chief Business Officer at Infobip, said: “The ease of use and implementation is another differentiator. With Infobip Experiences, configuration can be done in minutes, and the omnichannel experience allows you to engage with customers on various chat and traditional conversation applications. Although we are first starting with WhatsApp, Experiences will be built upon Infobip’s unique omnichannel expertise and be channel agnostic. Other OTT channels like Viber, RCS and Apple Business Messenger will follow, supported by traditional channels like SMS and email for notifications.”
In practice, Infobip Experiences works as follows: A company which uses Experiences provides data to fuel the AI assistant with content related to its work. From there, you can use this data to define a message style that suits the brand, and the AI assistant can respond to consumer questions with human-like and well-informed conversations. If, however, it is unable to meet the customers’ needs, the inquiry is directed to a human agent.
Click below to share this article