Ivan Ostoji?, Chief Business Officer at Infobip, said: “Our data shows how conversational experiences are rapidly spreading across the Middle East and the world as businesses roll out marketing, sales, and support use cases. Where 2022 revealed a spike in omnichannel adoption when brands recognized the importance of connecting with their customers on their preferred channel, 2023 shows how brands are perfecting the end-to-end customer journey.
Customers can now seamlessly progress through a journey within a single conversational thread on a chat app. With the emergence of interactive AI, we expect brands to incorporate a federation of different chatbots and AI algorithms working together to trigger actions at the ideal points during the customer journey. In the next year, we foresee the widespread adoption in customer service, marketing and sale automation, and for operational use cases like scheduling deliveries and managing payments.”
