Companies are increasingly turning to artificial intelligence technologies to personalise interactions and provide seamless self-service options for customers. 

During Infobip’s recent Exclusive Business Dinner, Orediretse Molebaloa, head of Solution Engineering at Infobip discussed how generative AI is being leveraged to hyper-personalise the customer journey. 

He highlighted the importance of AI integration and collaboration with major tech players. “We are partnering with service providers like Microsoft to power our AI technologies and current use cases that are essential for our customers,” he said while further noting two methodologies involved, the rise of generative AI and the concept of Super Apps. 

“WhatsApp for Business, for example, has significantly improved customer experience by enabling businesses to create self-service options through chatbots,” he explained.

Ingesting company-specific data, generative models can gain insights into individual preferences and needs. This allows businesses to preemptively address issues and provide tailored recommendations at each touchpoint.

Using real-world examples, Molebaloa illustrated the applications of AI in customer interactions. “In South Africa, I’ve seen WhatsApp being used by the traffic department to send invoices directly to my house. Another example is DSTV, which sends notifications for subscription payments via WhatsApp, offering self-service options even for routine tasks.”

Addressing the issue of app updates, he noted, “Restaurants often face the challenge of app versions being outdated when customers want to place orders. With Super Apps, all user experiences from the traditional app are made available seamlessly, enhancing customer satisfaction.”

Molebaloa also delved into the role of AI in improving productivity and user experience. “Generative AI can significantly enhance productivity by automating repetitive tasks, allowing employees to focus on more complex work,” he stated. “For example, AI can scan, understand, and categorise documents, transforming handwritten notes into digital files efficiently.”

Expect More AI’s Impact on Mobile, Customer Experience and Workflows, says Taiwo Bashorun at Infobip’s Business Dinner

In discussing AI-driven customer service, he pointed out, “AI-driven chatbots and virtual assistants provide 24/7 support, resolving issues efficiently and enhancing the overall customer experience. This is especially essential in industries like financial services, where AI helps in fraud detection and financial planning.”

Sharing insights on the integration of AI into existing systems, Molebaloa explained the need for businesses to adopt a personalized approach. “By leveraging generative AI, businesses can ingest company-specific data to create tailored experiences for customers,” he said.

“For instance, banks can use AI to provide personalised financial advice based on the customer’s transaction history.”

He also highlighted the importance of omnichannel strategies in customer engagement, stating that “It’s vital to ensure that customers can access services through their preferred channels, whether it’s WhatsApp, web, or mobile apps. This omnichannel approach enhances the overall user experience,” he added.

To illustrate the impact of generative AI, Molebaloa shared an example from his personal experience. “I once had to send money using USSD, and the switch to WhatsApp for the same transaction was seamless and efficient,” he recounted.

“This transition improved the user experience and also reduced the pressure of session-based interactions.”

Molebaloa conclusively explained the importance of understanding and adopting AI technologies. “It’s essential to educate customers about the technology behind AI solutions to ensure they fully benefit from it. We must hold their hands through this journey, combining technology and empathy to create the best user experiences. 

“It’s about the journey, it’s about the user experience, it’s about leveraging generative AI and other technologies to ensure that the user experience of your customers is at its best,” he said.

The post Infobip’s Orediretse Molebaloa Speaks on How Businesses Can Leverage GenAI to Tailor Customer Experience appeared first on Tech | Business | Economy.

Spotlighting the disruptive prospects of digital adoption, customer experience, and generative AI for businesses, the event kicked off with a welcome address by Olatayo Ladipo-Ajai, regional manager of Infobip. 

Ladipo-Ajai expatiated on Infobip’s global footprint and its tailored solutions for the African market, emphasising the strategic importance of the company’s presence in numerous African countries. These offices enable the company to deliver localised services and solutions seamlessly.

“Infobip is a global brand with over 100 offices worldwide. Our physical presence in numerous African countries allows us to offer localised services and solutions, particularly for Nigerian banks, fintechs, and e-commerce businesses,” said L-Ajai.

He pointed to the challenges and opportunities within the Nigerian market, noting that Infobip’s platform has been indispensable in addressing specific local needs.

He elaborated on Infobip’s diverse range of services and its focus on innovation in the cloud communications space.

“We pride ourselves on being the number one global cloud communications platform, offering a single interface for various communication channels, including emails, SMS, and voice,” he added.

The keynote speech by Adebayo Olarewaju, head of Cards and Messaging Business, First Bank, centred on the far-reaching impact of AI and digital technologies on the banking sector. Drawing from his experience at First Bank Nigeria, Olarewaju shared insights on how AI is bolstering customer experiences and operational efficiencies.

“AI has become a very essential part of our operations, enabling us to enhance customer interactions and simplify processes,” said Olarewaju. He provided examples of AI-driven solutions, such as personalised interactions and virtual assistants, that are enhancing the banking experience. 

“Through analysing customer data, we are able to predict behaviours, tailor communications, and provide financial services which are customised to meet user needs,” he explained.

This allows banks to provide a more personal touch, ensuring customers feel valued and understood. Additionally, virtual assistants powered by AI are becoming increasingly useful. These chatbots can answer customer queries, resolve issues efficiently, and provide 24/7 support, greatly enhancing the overall customer experience.

Another important aspect, as explained by Olarewaju, is repetitive back-office tasks like document processing and workflow management can be automated using AI, leading to increased efficiency and freeing up human resources for more complex work.

The importance of AI in fraud detection and financial planning is undoubtable.

“Advanced AI tools help us monitor transactions in real-time, detect anomalies, and prevent potential fraud,” he noted. 

He further stressed the role of AI in providing financial guidance and investment insights, noting that AI-driven financial planning tools enable First Bank’s customers to manage their finances more effectively and make informed investment decisions.

Financial planning, a very important area that affects everyone, is now powered by AI. Olarewaju discussed how AI-powered tools can analyse financial data to provide personalised investment recommendations and guidance. 

Customers can benefit from data-driven insights that help them make careful financial choices and finally, financial management by offering tools to track spending, set budgets, and achieve financial goals is another important aspect enhanced by this innovation.

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