Wednesday, June 12

More Malaysian brands are looking into investing in conversational commerce

Infobip, a global cloud communications platform, has partnered with IDC, a leading IT market research firm, to release an InfoBrief titled “Revolutionising Customer Experience through Conversational Commerce.”

This report highlights the growing significance of AI-driven conversational commerce and omnichannel communication platforms in the Asia Pacific region. It not only underscores the importance of customer-centric strategies but also offers guidance for brands looking to effectively embrace and utilize conversational commerce, aiming to enhance value for both businesses and customers.

“As businesses embrace the potential of conversational commerce, they position themselves to forge ahead, leveraging AI technology to create meaningful connections and unlock new growth opportunities.

This transformative approach empowers organizations to stay ahead in a dynamic marketplace”, said Velid Begovic, Vice President of Revenue at Infobip.

Conversational commerce relies on the Communication Platform as a Service (CPaaS), which allows organizations to effortlessly integrate real-time communication features (like voice, text, video, instant messaging, and social media) into their applications using developer-friendly APIs.

Additionally, Software as a Service (SaaS) tools like cloud-powered chatbots are gaining traction for their ability to deliver personalized interactions and enhance customer experiences.

For instance, during Singles’ Day in 2022, Infobip’s platform recorded over 70 million communication interactions in the Asia-Pacific region, marking a 21 percent increase compared to 2021. WhatsApp interactions on Singles’ Day grew by 29 percent in 2022 compared to the previous year.

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