Generative AI (GenAI) is significantly enhancing customer interactions, according to a new report by Infobip and IDC. The report, titled "Unlocking the Potential of GenAI in CX," highlights the growing global adoption of GenAI among businesses.
GenAI allows companies to engage personally with customers, providing tailored shopping experiences and enabling self-service problem resolution. Ivan Ostojic, Chief Business Officer at Infobip, noted that 69% of CEOs in the Asia-Pacific region view AI as a substantial growth opportunity.
Despite its potential, only 18% of businesses in the region have begun adopting GenAI, with regulatory hurdles and security concerns cited as barriers. Nikhil Batra, Senior Research Director at IDC Asia-Pacific, emphasized that GenAI will reshape customer experience strategies.
The report predicts that GenAI could boost Indonesia's GDP by 18% by 2030, with integration into platforms like SMS and WhatsApp potentially increasing company revenues by up to five times and customer satisfaction by 40%.
Companies in Asia-Pacific investing in GenAI are positioned to lead the market as the technology evolves. Collaborating with experienced local tech partners is recommended for effective GenAI implementation.