Accelerating growth through GenAI solutions

In a world increasingly defined by AI transformation, businesses can accelerate their growth through generative AI solutions. GenAI is reshaping customer interactions as we know them. Combining the power of conversational channels and AI can help simplifying the customer journey and enriching the customer experience. The customer journey is transforming into a conversational experience in one place. Against this backdrop, we have launched AI Hub, a comprehensive AI overhaul of Infobip’s platform to help businesses create seamless end-to-end conversational experiences across the entire customer journey.

Integrating advanced analytics, AI, and generative AI features with Infobip’s core Software-as-a-Service (SaaS) portfolio, AI Hub supports digital transformation. It 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.

AI Hub for AI-driven conversational customer experiences

In launching AI Hub , we collaborated with Microsoft to develop new ways of integrating generative AI within our customer engagement suite and offer even more conversational experiences to consumers. We integrated OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service into 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.

Infobip AI Hub equips businesses with tools to enhance their operations. For example, it offers an AI co-pilot designed to streamline navigation and automate routine tasks, including targeted marketing campaigns that boost sales. Businesses can also harness the power of generative AI to craft engaging campaigns across various platforms like social media and email, producing both written content and associated visuals.

Furthermore, the platform helps maintain customer loyalty by implementing an intelligent nurture program that employs advanced analytics to monitor customer behavior, assess sentiment, and predict churn. It provides deep AI-driven insights into client profiles, helping to forecast their next moves. Customer support agents benefit from AI-generated insights, summaries of previous interactions, and recommendations for potential responses. AI Hub also enables the creation of interactive chatbot experiences, utilizing virtual agents specifically trained on unique client datasets to ensure tailored and effective customer engagement.

GenAI customer support chatbot for LAQO

The AI Hub launch supports our strategy of becoming a conversational ecosystem that enables digital transformation in the conversational age. We recently helped digital insurance business LAQO create 24/7 customer support through a GPT-enabled chatbot providing fast, accessible, and personalised responses to customer queries. The digital assistant is called Pavle the Spider and was developed in partnership with Microsoft using Azure OpenAI Service. Pavle is available to assist and greet customers 24/7 over WhatsApp Business Platform and transfer them to a live agent for more complex queries. It offers guided steps in swiftly processing accident claims. After confirming insurance coverage, Pavle directs customers to the app where they can report the incident. The AI Assistant is customizable to suit specific customer needs and can handle many customers simultaneously. Today, Pavle the Spider is handling 30 percent of customer queries, freeing LAQO’s agents to focus on complex cases and customer acquisition. 90% of queries are handled within 3-5 exchanged messages. This resulted in faster claim resolutions, allowing agents to resolve damage claims within 24 hours.

Integrating genAI to support healthier eating

Another great example of AI integration is SuperfoodChef-AI by Coolinarika , a cutting edge AI assistant that helps people discover superfood recipes and encourages healthier meal choices. This virtual assistant for nutritionally balanced meals is driven by artificial intelligence on the GPT-3.5 OpenAI model.? It was created in partnership with Podravka, one of the largest food companies in Southeast Europe, digital agency C3 Croatia, and Infobip. The AI assistant is conceptualized and designed based on human-centered design principles and nudge architecture. SuperfoodChef-AI is an engaging digital assistant integrated into Coolinarika, the mobile and web application owned by Podravka, which has over 700,000 monthly users and is the largest culinary platform in Croatia.

The AI chatbot shows users of Coolinarika the importance of a varied and nutritionally rich diet in a simple, engaging and conversational manner helping them with culinary and nutritional advice and recommendations of delicious and healthy recipes. The introduction of SuperfoodChef-AI has already led to a significant increase in engagement, especially among younger demographics. With 65% of Croatian adults and 33% of children aged 8-9 classified as overweight, the results look promising with the AI chatbot helping to educate and nudge users towards healthier eating habits.

GSMA Intelligence Session at MWC Barcelona (Wed, 28 Feb, 10:30 - 11:30 CET) There are many more examples of AI integrations and various use cases. I'll be discussing the transformative power of generative AI among other significant trends driving the industry forward at MWC Barcelona during one of the GSMA Intelligence Sessions. This session ‘Analysts Insights: Unveiling the 2024 Global Trends Report‘ will take place on Wed, 28 Feb, 10:30 - 11:30 CET. You can also connect with me or my colleagues at the Infobip booth (stand 6B16) in Hall 6 where you can explore our cutting edge products and dive into intriguing discussions about humanizing AI, 5G & beyond, our digital DNA and much more.