With a one-click integration to Conversations, Infobip's contact
center solution, HumanFirst helps enterprise teams leverage LLMs to
analyze 100% of their customer data.
MONTREAL, Aug. 8, 2024
/PRNewswire/ - HumanFirst, a prompt and data platform, and Infobip,
a global cloud communications platform, today announced a
collaboration that connects HumanFirst directly to Infobip's
communications suite. The partnership helps enterprise teams
leverage large language models (LLMs) to work collaboratively with
unstructured data; for small tasks like support call summaries, and
complex initiatives like contact center topic modeling.
Companies across the globe have adopted an omnichannel approach
to customer engagement. Last year, 473 billion company-to-customer
interactions took place on Infobip's CPaaS platform, representing a
91% increase in conversational messaging across sales, support,
marketing, and more.
Conversational data contains critical business signals but
remains inaccessible to most teams; unstructured feedback is messy,
and teams lack the tools they need to interact with it at scale.
Gartner predicts that by 2028, 80% of enterprises using CPaaS
platforms will also employ generative AI-based conversational
strategies. But the opportunity for GenAI goes far beyond
conversation design.
"We believe large language models (LLMs) will be the primary way
customer-facing teams make sense of their data," says Alex Dubois, SVP Strategic Growth and
Partnerships at HumanFirst. "We're committed to enabling any and
every team with the skills they need to do that work."
Infobip recognized HumanFirst as one of the complementary
partners bringing performant genAI strategies to customer-centric
teams. HumanFirst has worked with industry leaders like Google,
Deloitte, and HomeServe to manage data-driven transformations 90%
faster and 80% cheaper, increasing the number of non-technical
experts working with data by 7-fold.
"At Infobip, we value innovation and customer-centricity,"
shares Ivan Ostojić, Chief Business Officer at Infobip. "HumanFirst
helps us with both. We believe companies around the world will be
able to show up for their customers in new and powerful ways with
Infobip and HumanFirst."
Working with HumanFirst themselves, Infobip generated 220+
knowledge articles with genAI to address repetitive support
requests occupying their agents' time.
"Within a week of working with HumanFirst, we found two
categories of support tickets comprised 30% of our agents'
workload," says Ostojić. "We saw a significant cost-savings
opportunity, and started building self-service automations based on
our real customer-agent conversations. We want to bring that
capability to our customers to help them achieve the same results
in transforming their customer experience using HumanFirst &
Infobip AI Hub."
Infobip helps household name companies like Uber, Hubspot, Meta,
and Microsoft communicate with their customers. With a low-code LLM
playground connected to that data source, customer-facing teams
will be able to extract the insights they need to be more effective
across support, sales, marketing, and more.
"Infobip is unmatched not only in their vision of bringing AI to
market, but also in their ability to act on that vision," says
Dubois. "We're thrilled to be in partnership."
HumanFirst is currently available on Infobip Exchange. The
integration is free of charge; Infobip customers can activate their
HumanFirst account by scheduling a meeting with the HumanFirst
team.
About HumanFirst
HumanFirst is a prompt and data playground. We help companies
get their teams up to speed and past first gear with generative
AI–for one-off tasks, repetitive work, and complex business
initiatives. Learn more at www.humanfirst.ai.
About Infobip
Infobip is a global cloud communications platform that enables
businesses to build connected experiences across all stages of the
customer journey. It offers natively built technology with the
capacity to reach over seven billion mobile devices and 'things' in
6 continents connected to over 9,700+ connections of which 800+ are
direct operator connections. Founded in 2006, the company has grown
exponentially, bootstrapping revenue to €1.55 bn in 2022. Learn
more at www.infobip.com.
View original
content:https://www.prnewswire.com/news-releases/humanfirst-and-infobip-announce-a-partnership-to-equip-enterprise-teams-with-data--generative-ai-302218107.html
SOURCE HumanFirst