Businesses Should Invest in AI-Powered Communication for a Competitive Edge

By Catherine Muema On Jul 24, 2024

AI-powered communication — Tamara Rajic, Director of Business Strategy in Europe, the Middle East, and Africa (EMEA) at Infobip.

BY TAMARA RAJIC,

The rapid advancement of artificial intelligence (AI) has captured the world’s attention, permeating businesses across all sectors at an astonishing pace. Embracing AI technologies is essential for businesses to remain competitive and meet the evolving demands of customers in an increasingly digital age.

AI-driven innovation is poised to catalyze significant transformations in traditional sectors such as banking and retail, ushering in more personalized experiences and innovative consumer approaches.

This transformation will reshape operational dynamics in numerous ways. By deciphering individual preferences, behaviors, and purchasing patterns, the banking and retail sectors can offer tailored product recommendations, targeted promotions, and customized services, thereby enhancing customer satisfaction and loyalty.

AI-driven automation will streamline processes and reduce manual workloads in both banking and retail operations, crucial from an operational cost perspective. With AI-powered communication insights, retailers and banks can increase revenue and market share, identifying high-value customers, predicting purchase intents, and optimizing pricing strategies in competitive environments.

AI-powered chatbots
AI plays a pivotal role in customer support, reducing wait times with AI-powered chatbots and offering support through the customer’s preferred channel, thereby increasing customer satisfaction.

Assessing how businesses are currently embracing AI reveals the synergy between advanced data analytics and cloud computing as a driving force behind its recent surge. Advancements in AI technology, particularly in machine learning and natural language processing, coupled with hardware designed specifically for AI purposes, have made these technologies more accessible.

The wide-scale availability of AI technology, such as ChatGPT and DALL-E through platforms like OpenAI, has facilitated its adoption among businesses, employees, and end-users alike.

AI-driven communication solutions are revolutionising customer engagement by delivering personalized, efficient, and proactive interactions, ultimately driving satisfaction, loyalty, and business growth.

By leveraging these technologies and staying abreast of the latest advancements, companies can differentiate themselves from competitors. Providing personalized engagement experiences and leveraging customer data enables businesses to provide targeted messaging, fostering deeper connections with customers.

AI-powered chatbots excel in offering instant and round-the-clock support, resolving queries promptly to ensure a seamless customer experience. Through analyzing customer feedback across various channels, AI offers valuable insights to companies, enabling them to refine their business and marketing strategies.

The potential for AI-powered communication to elevate personalization to the next level is immense. Imagine a customer agent that comprehends everything about your interactions, available 24/7. Such technology is now a reality, offering unprecedented levels of service.

AI-powered communication solutions like chatbots and virtual assistants are widely employed across industries, providing instant responses, assisting with product recommendations, and aiding in order tracking and appointment scheduling. The innovative use of these solutions can significantly enhance customer satisfaction and loyalty.

Predictive analytics
AI’s transformative potential extends to enhancing customer agent work, utilizing sentiment analysis tools, predictive analytics platforms, and other advanced technologies to anticipate customer behavior and optimize communication strategies across the entire customer journey.

While AI transformation is inevitable for businesses seeking to offer top-notch customer experiences and maintain competitiveness, challenges abound. Data quality is paramount for successful AI implementation, as incomplete or inconsistent data can lead to inaccurate results and decision-making.

Integrating AI into existing tools and systems presents its own set of challenges, including compatibility issues and a scarcity of skilled professionals. Demonstrating ROI in the early stages of AI adoption can be difficult, emphasizing the importance of identifying high-potential use cases to kickstart business growth and enhance customer satisfaction.

Moreover, adherence to AI regulations, such as GDPR, and ethical principles is imperative for businesses utilizing AI models.

While AI holds immense promise for revolutionizing industries and enhancing operational efficiency, it is not a cure-all. Proper adoption and implementation are essential to realizing its benefits, as improper utilization can result in significant waste of time and resources.

Infobip, for instance, stands out as a trailblazer in innovation, leveraging emerging technologies like RCS to enhance user experiences and drive adoption in collaboration with operators and partners. Beyond cutting-edge communication technology and conversational AI, Infobip innovates through collaborative approaches and industry expertise, providing guidance on best practices and treating clients as partners to deliver tailored solutions.

The author, Tamara Rajic, is the Director of Business Strategy in Europe, the Middle East, and Africa (EMEA) at Infobip.