Customer engagement has become more important than ever. To keep up, brands must find new, innovative ways to interact with customers and keep them engaged in a personalized manner anytime and anywhere.
At the forefront of this evolution is CMI, a leading digital marketing solutions provider in Latin America that has embarked on a remarkable digital transformation journey. CMI partnered with us to build a game-changing experience for sports fans through an AI-powered RCS chatbot deployed during a global sporting event.
We sat down with Arturo Basurto, Product Manager AMX at CMI, to discuss the importance of innovation in their digital marketing strategies, the power of rich communication services, and how our partnership played an integral role in providing a next-generation customer experience for Claro Sports’ fans.
Read on or watch the video to learn more from our discussion.
Engaging fans during a global sporting event
When Claro Sports sought to enhance the experience for their fans during a global sporting event, CMI turned to Infobip to help bring their vision to life.
The goal was to provide fans with real-time updates, athlete performance data, and event notifications through two-way communication, all while delivering a personalized experience.
Through our conversational experience platform and Google’s RCS, we developed an AI-powered chatbot called “Paris is Yours.” This conversational chatbot provided fans with instant access to a wealth of information, including:
- Live score updates
- Detailed athlete insights
- Real-time push notifications
The chatbot was deployed across multiple channels, ensuring seamless omnichannel engagement through RCS, SMS, Apple Messages for Business, and Facebook Messenger.
With over 11 million people reached in Mexico alone, this campaign saw more than 34,000 interactions from fans eager to learn about the Olympics and their favorite athletes.
“We are pursuing our marketing strategies through new communication technologies that we can achieve from partners like Infobip and Google,” Arturo explained.
The power of rich communication services
RCS is changing the way brands communicate with their customers. Unlike traditional SMS, RCS allows for rich media, including images, videos, and interactive elements, making the messaging experience far more engaging.
Through our collaboration with CMI and Claro Sports, RCS allowed the “Paris is Yours” chatbot to deliver a fully immersive experience, complete with:
- Automatic language detection and Generative AI interactions
- Push notifications that added Claro Sports’ brand identity
- Images and statistics to enhance user interaction
- Optimized AI-Driven responses for personalized engagement
The results were remarkable. The campaign generated 35,000 user interactions, and 2,600 new subscribers engaged with the experience, demonstrating the effectiveness of RCS in driving user engagement.
What makes RCS stand out is its ability to deliver interactive, dynamic content without the need for human intervention. Through Natural Language Processing (NLP), the chatbot understood and responded to user queries, creating a rich conversational experience that felt personalized, instant, and relevant.
The ability to send multimedia messages in real time made the fan experience feel closer to the action, directly connecting sports fans with their passion.
Arturo also emphasized the transformative impact of RCS in the campaign, noting that it helped Claro Sports connect with their audience more dynamically compared to traditional communication channels.
Moving from simple text messages to rich, multimedia experiences created a sense of immediacy and excitement for Claro Sports’ readers, especially during a big sporting event.
Arturo Basurto
Product Manager – AMX, CMI
The future of customer engagement
The future of customer engagement is here—and it’s brighter, faster, and more interactive than ever. CMI remains committed to empowering clients with the best technology and personalized customer engagement strategies.
Arturo believes that leveraging AI and RCS is critical to stay ahead of the digital transformation curve and they will play a critical role in strengthening customer relationships.
Our omnichannel capabilities empowered CMI to deliver personalized, timely, and effective communications to their clients across multiple touchpoints.
“We will continue to evolve alongside our partners to bring new solutions that will bring brands closer to their audiences, fostering stronger connections and driving greater engagement,” Arturo added.
Infobip x CMI: A partnership built for the future
Our partnership with CMI stands as a testament to the potential of RCS, AI, and advanced messaging technologies in transforming customer engagement.
Through our conversational experience platform and CMI’s deep market expertise, we created a truly unique and impactful experience for Claro Sports’ fans during a major global sporting event.
Infobip is one of the best companies developing technology in the communication space. It complemented our reach and effectiveness, enabling us to communicate with sports fans globally in a meaningful way.
Arturo Basurto
Product Manager – AMX, CMI
The success of the AI-powered “Paris is Yours” chatbot demonstrates the power of innovative technology partnerships in elevating fan experiences.
Together, we are not only reshaping how brands communicate with their customers but also setting the stage for the next generation of digital marketing.