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Infobip Launches AI-Powered “Experiences” to Transform Customer Engagement

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Global cloud communications platform Infobip has unveiled its groundbreaking product, Experiences, a generative AI-powered journey builder that empowers businesses to engage customers, foster loyalty, and accelerate growth. This innovative no-code platform offers organizations a comprehensive library of AI-powered journey templates tailored to their unique business needs, spanning from onboarding and engagement to retention and loyalty.

Research conducted by Infobip reveals that today’s consumers increasingly seek interactive conversations with businesses and brands through their preferred communication channels. Infobip Experiences is designed to meet this demand by providing conversational journey templates that not only address customer pain points but also delight and engage them.

One of the key features of Infobip Experiences is its seamless integration capabilities, enabling businesses to effortlessly connect their existing technology stack in a few clicks. This integration streamlines journey creation and orchestration, providing organizations with a holistic view of the customer experience. Moreover, the platform offers robust analytics and reporting functionalities, empowering businesses to track consumer behavior, measure performance metrics, and identify areas for improvement. By leveraging data-driven insights, organizations can optimize their conversational experiences, ultimately driving superior results and delivering exceptional customer satisfaction.

Infobip’s Experiences is set to benefit businesses across various sectors, including e-commerce, sport and entertainment, healthcare, financial services, travel and hospitality, transport and logistics, production and manufacturing, and telecoms. The platform will cater to specific verticals with relevant use cases such as back-in stock and product returns for retail or meeting organizer and location-based messaging applicable across industries.

Experiences is a part of Infobip’s software-as-a-service customer engagement solutions portfolio, which is scheduled to undergo a significant AI upgrade later this month.

Ivan Ostojić, Chief Business Officer at Infobip, emphasized the importance of offering conversational chat channels to meet consumer demands. He stated, “AI-powered Experiences helps businesses solve customer pain points while turbocharging their digital transformation, delighting customers, and boosting loyalty and growth. Supported by generative AI, Experiences further demonstrates how Infobip continues to invest in innovative new products and services to ensure we are the market-leading communications platform for every platform.”

Infobip’s leadership in conversational commerce was recently recognized by Juniper Research, ranking the company in first place on its Conversational Commerce Competitor Leaderboard. Infobip surpassed its competitors, demonstrating its constant evolution through acquisitions and the integration of new platforms like WeChat. With support for global channels such as RCS, WhatsApp, and Messenger, as well as regional platforms like WeChat, KakaoTalk, and LINE, Infobip is poised to capitalize on the conversational commerce market.

Juniper Research praised Infobip for its ability to embed additional value-added services, including generative AI, QR codes, and diverse payment options, into its platform. These enhancements deepen the conversational commerce customer experience, securing Infobip’s first-place ranking on Juniper Research’s Conversational Commerce Competitor Leaderboard for 2022.

Infobip’s AI-powered Experiences follows the company’s recent collaboration with LAQO, a leading digital insurance company, to introduce a GPT-enabled digital assistant for customer support. Leveraging Infobip’s conversational platform, LAQO GPT delivers fast, accessible, and always-on customer support, creating an interactive customer journey that enhances the overall experience and boosts satisfaction.

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