AI becomes the new competitive frontier in Asia-Pacific customer engagement

Mobile penetration across Asia-Pacific has surpassed 100% in nearly every market, creating hyper-connected customers who seamlessly move between multiple messaging apps and expect instant, context-aware service. Yet 43% of businesses cite customer experience as their top challenge, constrained by siloed systems and rising operational costs.

IDC research highlights that AI — from generative to agentic — is now central to meeting these expectations. By 2028, consumers are projected to spend US$32 billion via autonomous AI agents, while enterprises will invest over US$30 billion in AI infrastructure by 2027. The shift marks a move from experimental chatbots to AI-driven orchestration platforms that deliver truly personalised, always-on engagement.

Infobip’s Conversational Experience Orchestration Platform exemplifies this transformation, enabling brands to unify messaging, automation, and AI-powered interactions in real time.

Read here for more to see how AI is redefining customer experience in Asia-Pacific.