Global cloud communications platform, Infobip, has unveiled AI Hub, a transformative artificial intelligence (AI) initiative designed to revolutionize the customer journey by creating seamless end-to-end conversational experiences. Infobip’s AI Hub integrates advanced analytics, AI, and generative AI features with its core Software-as-a-Service (SaaS) portfolio, aiming to support businesses in their digital transformation endeavors. The platform facilitates the development of conversational customer journeys across various touchpoints, enhancing customer engagement for marketing, sales, and support.

Silvio Kutić, Chief Executive Officer at Infobip, emphasized the changing landscape of customer interactions, stating, “The customer journey is evolving from a fragmented experience across multiple channels to a conversational experience in one place. Cloud infrastructure, conversational chat apps and generative AI now allow conversations between businesses and consumers, enriching customer experiences and consolidating disparate customer journeys into one seamless experience. To facilitate this transition, we have launched AI Hub, which provides an end-to-end platform across the full customer journey integrating and upgrading current Infobip SaaS solutions with AI and connecting marketing, with sales and support.”

The collaboration with Microsoft played a pivotal role in the launch of Infobip AI Hub, leveraging generative AI to enhance customer engagement. By integrating OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service, Infobip ensures secure and isolated language models, safeguarding end customers’ data from potential security threats.

Infobip AI Hub serves as a conversational ecosystem, empowering organizations to tailor customer experiences using generative AI and advanced analytics. Businesses can now build customized journeys for support, marketing, and sales, enhancing the overall customer experience.

Key features of Infobip AI Hub include:

AI Copilot for Automated Workflows: Businesses can utilize an AI copilot to navigate the platform and automate workflows for tasks like customer journey generation and marketing campaign development, optimizing end-to-end customer engagement.

Generative AI for Campaign Creation: Brands can leverage generative AI to create effective campaigns across social media and email channels, automating the draft copy and visuals creation process.

Customer Loyalty Programs: AI Hub supports the creation of smart nurture programs, incorporating advanced analytics, customer behavior tracking, sentiment analysis, and churn prediction to ensure customer loyalty.

AI Client Insights: The platform provides detailed insights into client profiles and predicts their next actions, assisting businesses in understanding and engaging their audience effectively.

Agent Support with AI Insights: Agents benefit from AI-analyzed insights, previous call summaries, and suggested replies, streamlining customer interactions.

Chatbot Development with Virtual Agents: Businesses can create conversational experiences in chatbots with virtual agents, trained and constrained based on specific client datasets.

Infobip AI Hub is versatile, offering businesses the option to use it as a full-stack solution or integrate it as component products alongside other tools such as Salesforce and HubSpot. This launch aligns with Infobip’s broader strategy of becoming a conversational ecosystem, fostering digital transformation in the conversational age.

In September 2023, Infobip was recognized for its prowess in executing and completeness of vision in the inaugural Magic Quadrant™ for the Communications Platform as a Service (CPaaS) market.