Technology can Give us Agility and Resilience 

The pandemic, followed by a major conflict in Europe, and fractured supply chains – our ability to connect and transact globally is being tested like never before.

We need diplomacy to heal divisions and restore some semblance of normality to international commerce. And of course, as I wrote in our last newsletter , we continue to hope for restoration of peace in every nation.

Technology is far from the answer to all the world’s troubles. However, it is becoming ever-more obvious that organizations need the agility and resilience to stay connected with their audiences in fast-changing environments. This is where technology can really make a difference.

For several years, AI in its many forms has been helping digital native companies connect with audiences at scale.  Conversational interfaces on peoples’ everyday tech have been at the center of this communication revolution. The democratization of this type of technology is making it possible for companies of all sizes across multiple sectors to meet their customers and teams wherever they are, and intuitively understand their needs. What’s more we’re likely to see a further exponential surge in the use of AI in the coming years. As AI improves, we’ll start seeing it resolve increasing volumes of customer issues, with human operatives there to help. Hugely exciting possibilities are created when automation enables systems to switch seamlessly between intelligent chatbots and human agents.  

Conversational interfaces are also driving a movement towards click-free consumption. In the past 10 years we have become accustomed to finding products and services via our web browsers or downloading applications. Talking to a chatbot could over every day digital channels could prove to be so much easier. At Infobip we’ve been preparing behind the scenes for this new interaction era for many years. We are proud that the impact of our work is helping organizations and people stay in touch right across the world.