Infobip: Customer Experience in Asia Pacific Depends on the Use of AI Technology

Jakarta, Gizmologi – Cloud communications platform Infobip has just launched a new ebook titled "The AI Advantage: How Leading Brands Thrive in a 24 x 7 Customer World." This digital book provides the latest insights into hyper-digital customers in Asia-Pacific who have new expectations.

Infobip explains in its book that the new hyper-digital customer now wants always-on interactions, and how AI is the only way for brands to provide solutions to their daily needs. According to Velid Begovic, APAC Revenue at Infobip, Asia-Pacific is not just a mobile-first country but has transformed into a mobile-saturated, when mobile services have dominated people's lives.

"People in this region actively use five to six different messaging apps every day and can switch between them easily. They also expect brands to keep up with their activities. A zero-wait mindset is also developing among customers, where they don't want to wait in line, be redirected, or be asked to repeat information," continued Velid Begovic.

Mobile connectivity in the Asia Pacific region is already highly saturated, with mobile penetration rates exceeding 100% in almost all markets. Hong Kong recorded 264%, Singapore 150%, Taiwan 145%, Japan and South Korea 140% each, Malaysia 130%, and China 110%. Even in developing countries such as Indonesia, the Philippines, Thailand, Vietnam and India, the figure reaches or exceeds 110%. This hyper-connectivity fosters new behavior among society.

Users are accustomed to accessing multiple apps simultaneously, such as WhatsApp, LINE, WeChat, KakaoTalk, Zalo, and Viber, and even switching between them mid-conversation. They expect brands to keep up with this activity, responding quickly, contextually, and relevantly to trends.

Infobip's Role in Supporting Agentic AI Business

While customers remain active on digital platforms, many businesses are still struggling to keep up. According to an Infobip report supported by IDC research, 43% of businesses in Asia Pacific reported increasing customer experience (customer experience) is the biggest operational challenge, because the data is fragmented, each channel have different and unconnected strategies, and the high cost of providing 24-hour service across different countries, languages, and regulations.

To address these challenges, this report emphasizes the evolving role of AI technologies, such as generative AI, agentic AI, and conversational AI, in helping brands simplify operations while delivering real-time, connected experiences at every customer interaction point.

IDC predicts that by 2028, customer transactions in Asia-Pacific will reach over US$32 billion through AI agents on their phones, which can automatically search, select, and decide on purchases of goods and services. Companies are racing to capitalize on this momentum, with total investment projected to exceed US$30 billion by 2027 in AI infrastructure and platforms to deliver the personalized, always-on services that are now standard customer expectations.

"What we're seeing now is a major leap. AI is no longer just a tool for answering FAQs, but has become an agent capable of coordinating product exchanges across various messaging platforms without manual intervention," explained Begovic.

According to IDC, AI investments in customer service and marketing in Asia-Pacific will grow at a compound annual rate (CAGR) of 35% through 2029, reflecting the scale and urgency of the transformation. By 2028, 40% of mid-market B2C brands in the region are expected to leverage AI agents to offer “white glove” or “exclusive” services previously only available to premium customers.

Meanwhile, Kukuh Prayogi, Business Lead of Infobip Indonesia, said that Indonesians have a unique way of shopping online, namely putting items in the cart but not checking out immediately.

"This indicates a high level of interest that may be hampered by various factors. We call this behavior cart abandonment. In the US, for example, brands can lose up to $18 billion in profits annually. E-commerce platforms that implement AI in chatbots are capitalizing on this cart abandonment by recording consumer behavior and helping them make decisions about whether to purchase," Kukuh said.

Infobip itself is at the center of this transformation, supporting businesses with the Conversational Experience Orchestration Platform (CXOP) – a solution that leverages agentic AI as the key driver in every customer interaction. CXOP integrates messaging, automation, and AI-powered support into a single, intelligent platform that adapts to customer behavior, emotions, and goals in real time.