New research from global cloud communications platform Infobip has revealed how conversational customer experiences and generative AI developments have created a long-lasting impact for the way people and brands interact.
The partnership will allow UnionBank to use Infobip’s Moments platform, which Infobip said can help the bank streamline communication channels, facilitate frictionless interactions with customers, and offer automation solutions.
Infobip’s study found that WhatsApp is the undisputed global dominator in chat apps today. In the Philippines, however, it is Facebook Messenger, followed by the rapidly growing chat platform, Viber, that are the country’s most popular chat apps.
In the Philippines, interacting with human agents on the phone holds the top spot as the most preferred touchpoint of customer service (42%), followed by online live chat (33%) and social media (31%).
