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AI Hub – First year analysis

Brands across all verticals have had great success building chatbots for individual use cases, but the challenge is to unite these interactions across channels into one cohesive conversational journey.

With the emergence of interactive AI, brands have the opportunity to incorporate a federation of different chatbots and AI algorithms to work together to trigger actions at the ideal points during the customer journey – in customer service, in supporting marketing and sales automation, and for operational use cases like scheduling deliveries or managing payments.

With the release of AI Hub in 2023, our aim was to help businesses to capitalize on this opportunity by simplifying the process with the help of our technology and our established partnerships with trusted players in the AI space.

We now have a full year’s data to analyze exactly how enterprise brands are using AI, the most popular use cases, and the types of queries and transactions that AI is helping with.

What is AI Hub?

AI Hub is our solution that integrates analytics, AI and GenAI technology into our core product portfolio. AI Hub enables businesses to build end-to-end conversational customer journeys that add value to their customers in all the right places.

To do this we collaborated with Microsoft to develop new ways of integrating generative AI within its customer engagement suite to be able to offer more conversational experiences to consumers with reduced risk of hallucinations. For example, we integrated OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service into AI Hub to ensure that our language models are secure, isolated from the outside world, and that customer data is secure at all stages of their journey.

Analysis

Launched in late 2023, these are the five key takeaways from our analysis of the first full year of conversational interactions processed by AI Hub.

The learning curve is short

Typically, we have seen that customers start with a single use case and relatively low volumes. However, as the value quickly becomes apparent, volumes soon increase dramatically. We have seen this pattern repeatedly as new customers onboard.

ai hub messaging trends report learning curve

Message volumes are highest in the finance and insurance sectors

Banking and insurance industries stand out with the highest number of total interactions. This indicates these industries are using AI solutions for both front of house and high-volume transactional exchanges.

This is also a testament to the security credentials of AI Hub as these sectors are known for having some of the strictest security rules when it comes to AI and the processing of data due to the sensitivity of the personal and financial information they handle.

messaging trends report ai hub finance and insurance

Complexity is high

By analyzing the ratio of prompt tokens, completion tokens, and embedded tokens generated by the AI model tells us that it is handling complex interactions that require detailed processing. This implies that brands are using AI for more complex tasks than answering FAQs and triggering one-off actions.

Businesses that were the first to adopt AI Hub are now pushing ahead and creating end-to-end customer engagement journeys using GenAI, for example creating purchase flows where AI is used to re-engage with consumers over chat channels to bring them back into the flow.

Prompt tokens

These are the pieces of text users input into a language model to get a response. Think of them as the words or characters that you type to ask a question or give a command.

Completion tokens

These are the pieces of text the language model generates in response to a prompt. It’s the answer or output you get back from the model.

Embedded tokens

These are the numerical representations of words or characters used by the model to understand and process text. Instead of working with raw text, the model converts words into numbers that it can manipulate mathematically.

The rate of AI adoption has a regional bias

AI adoption is evolving at a different pace across regions:

APAC and Europe are leading the charge with businesses showing a strong appetite for integrating AI-driven solutions and a high level of trust from consumers.
LATAM is also seeing fast adoption, helped by less stringent regulations and a general enthusiasm for innovation in the market.
MENA growth is steady with some of the most sophisticated use cases.
NAM are progressing more cautiously, with regulatory frameworks taking longer to refine, slowing down the deployment process.

messaging trends report ai hub rich media interactions

How our customers are using AI

To build smart and reliable chatbots

Creating conversational experiences using chatbots and virtual agents that work together across multiple use cases and that are trained and constrained on the specific client’s datasets to increase the accuracy and relevance of outputs.

Assisting human call center agents

Helping agents to be more productive and responsive by using AI to provide real-time insights, summaries of previous calls with each customer, and suggested replies that are appropriate for the specific scenario.

Fraud detection and prevention

AI is being used as a first line of defense to both monitor transactions and to trigger preventative workflows when potentially fraudulent activity is detected.

Marketing campaigns

AI is being used to both trigger and create specific campaigns across social media and messaging channels to benefit from opportunities that it has identified that give the business a tactical advantage over competitors.

By leveraging AI, we can provide more personalized and efficient support to our passengers. We’re heavily invested in AI and are currently working with Infobip on a voice bot for voicemail and outbound messaging. The reason we’re moving towards this is also to keep up with the market trend. And with the voice bot enhancement, we will also build more brand loyalty and customer integrity that translates to loyalty and customer satisfaction.

Maurice Robin

Head of Preflight, AirAsia

Customer stories

Bringing high quality leads to a landing page with an AI chatbot on RCS

7.7%
increase of customer base as a result of brand ambassadors word of mouth
10%
click through rates as a result of chatbot interaction, delivering high value leads to dedicated web site

Megi Health Platform: Optimizing patient care with an interactive chatbot built using Infobip Answers

86%
CAT score
65%
reduction in data collection time

Podravka: Empowering users to make healthy choices with an engaging AI-assistant

18%
conversion rate to engaged user
343k
messages exchanged in the first 90 days

LAQO Insurance elevates support with Infobip’s Gen-AI and Azure OpenAI partnership

30%
of queries are handled by the AI digital assistant
90%
of queries are handled within 3-5 exchanged messages

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