Asia-Pacific companies increase investment in conversational AI to enhance user experience and drive business growth

(Global TMT September 5, 2023) Sponsored by the global cloud communications platform Infobip and the world's leading IT market research and consulting company IDC, a report titled "Using the Power of Conversational Commerce to Reshape User Experience" was released Latest market research highlights the growing role of AI-driven conversational commerce and omni-channel communication platforms in the Asia-Pacific region.

Recent data shows that brand owners can improve customer loyalty and customer lifetime value by providing end-to-end user experience through omni-channels. Conversational commerce is based on the core foundation of Communication Platforms as a Service (CPaaS) and fully utilizes the advantages of artificial intelligence. It is widely used by enterprises in the Asia-Pacific region. Conversational commerce relies on CPaaS, an important tool that provides enterprises with developer-friendly APIs as building blocks to seamlessly integrate real-time communication capabilities (such as voice, email, video, SMS, and social media) internally and externally. in the application.

Customer-centric strategies have been widely adopted by major brand owners in the Asia-Pacific region, which also reflects the brand owners’ current business models and expectations. As the number of young and active social media users continues to grow, the vast majority of companies (70%) plan to increase investment in communication platforms between 2023 and 2024 to provide unique and unparalleled user experiences. In China, 57% of enterprises have already used CPaaS solutions, and more than 66% of enterprises plan to increase investment in interactive platforms in the next year.

Although enterprises in all countries and regions plan to invest in CPaaS and SaaS solutions in the near future, their investment motivations are not the same. The purpose of most Chinese companies investing in the CPaaS field is to improve user experience, seek two-way expansion of domestic and international business, and create new sources of income, mainly in banking and insurance business, retail and e-commerce, and technology fields; while Singapore, South Korea Companies in places such as China and Thailand are more aiming to achieve overall digital transformation of their business. The reasons for these differences may be the higher overall adoption of CPaaS solutions in the latter countries (over 60%), as well as the booming local retail and e-commerce segments.

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