A new report from global cloud communications platform, Infobip revealed that brands prioritise customer interaction by increasing budget allocations to improve the overall experience. In India, 83% of businesses in IDC’s Future of Customer Experience Survey 2023 are investing heavily in customer service/support interactions to deliver superior customer satisfaction. The Infobip report “Driving Meaningful Customer Engagement with Conversational AI” features insights from leading IT market research and advisory firm IDC.
The research highlights that customer expectations have evolved in today’s digital age. They now demand authenticity and more personalized attention from brands. However, many organisations still lack the capabilities to deliver unique experiences. As per the IDC survey, 60% of the organizations in India do not have the tools to maintain customer context across the customer journey and channels.
The rising demand for omnichannel communication and the need for scalability and flexibility are encouraging businesses to adopt unified platforms with conversational capabilities. According to IDC research, companies are investing in conversational apps — such as live collaboration tools, intelligent digital assistants, and digital avatars — to provide more effortless and seamless customer experiences. In India, 82% of businesses surveyed plan to maintain or increase their spending on conversational applications.
The report further highlights the increasing relevance of unified AI-powered conversational solutions in India and the Asia Pacific region. The industry’s shift towards improved customer experience (CX) is not surprising. Previously, customers had to wait for a service agent to respond to their queries. Now, APAC businesses are enabling customers to independently find answers, request services, and complete transactions using omnichannel communication solutions powered by conversational AI.
Said Harsha Solanki, VP GM – Asia, Infobip: “It’s no surprise that businesses in India are prioritizing superior customer experiences through conversational AI. Increasingly, brands are using a network of diverse chatbots and AI algorithms to facilitate timely actions at crucial stages of the customer journey. In today’s AI-driven landscape, CPaaS is enabling businesses to seamlessly orchestrate customer engagement throughout the entire journey, enhancing efficiency and maximizing value. This approach allows businesses to achieve more with less, reducing costs and improving operational effectiveness while focusing on long-term customer relationships. At Infobip, we are prepared to support businesses on this transformative path.”
Added Lavanya Jindal, Senior Research Analyst, Asia/Pacific Customer Experience and Value Streams, IDC Asia/Pacific: “Generative AI has reshaped conversational experiences. Having a single source of truth across interactions and channels powers context. This customer context allows for more relevant and intelligent conversations and raises the bar for personalisation.”