Infobip and LAQO embed a conversational customer journey for frequently asked questions and improved customer support

Vodnjan, Croatia, July 4, 2023 – Global cloud communications platform Infobip and leading digital insurance company LAQO by Croatia insurance became the first to adopt a GPT-enabled digital assistant for customer support in the European fintech industry. Available through WhatsApp, LAQO GPT will offer its clients fast, accessible, and always-on customer support, creating a conversational customer journey to improve the experience and boost satisfaction.

With a strong history of innovation, LAQO wanted to enhance its customer service and provide fast, accessible, and personalised support. In collaboration with Infobip they developed LAQO GPT, which immediately answers to frequently asked questions. The digital assistant is customizable to suit specific customer needs and can handle many customers simultaneously.

In the first phase, LAQO GPT will answer questions about LAQO products, processes, and administrative inquiries in Croatian and English – regardless of time or location, enabling the firm to provide 24/7 customer support. Subsequently, the firm will expand its range of AI-enabled customer processes. WhatsApp remains the primary digital customer communications channel for LAQO. The new WhatsApp digital assistant will help free up customer agents’ time to focus on more complex client queries and issues that require human intervention, further improving the experience. LAQO clients can still contact agents directly through the digital assistant should they need to.

LAQO GPT digital assistant is the result of combining Infobip’s cloud communications platform, Microsoft’s GTP technology and Azure services – alongside integrating WhatsApp. In addition, Bruketa&Zinic&Grey helped train the new digital assistant to provide LAQO’s tone of voice and brand personality.

Ana Zovko, Head of LAQO, said: “Following the introduction of crypto payments and the launch of the LAQO Museum in the metaverse, implementing artificial intelligence was a very logical step for us at LAQO. We have found a way to improve our clients’ customer experience even further and provide them with faster and more personalised support. As a fully digital insurance, we strive for constant availability, regardless of time or location, and GPT will allow us to be there for our clients – 24 hours a day, seven days a week. In the following stages of development, our clients will be able to talk with digital assistant about the details of customer processes, not just about the offers, just like you would do with any actual person. We thank the Infobip team, with whom we developed the project from start to finish, for their support and implementation.”

Roberto Kutic, COO at Infobip, said: “In the era of conversational everything, two-way conversations are vital across the customer journey. Whether for marketing, sales or support, customers want conversations with a business or brand on their preferred channel. At Infobip, we co-create with our partners and clients to accelerate innovation and develop new solutions that create a richer and more proactive experience. We are fully committed to the development and implementation of artificial intelligence solutions. With our advanced GenAI-enabled Conversational Experience Platform, Experiences, we developed full-blown conversational-insurance support. This has enabled a 24/7, rapid resolution personalized support experience for LAQO’s clients seeking answers to frequently asked questions, improving customer satisfaction, and driving loyalty. It is a completely new phase of customer experience based on conversations.”

Davor Bruketa, Creative Director at Bruketa&Zinic&Grey, said: “With the help of new generation generative artificial intelligence, customers can now enjoy a personalised experience similar to interacting with a human when engaging with brands. This kind of one-on-one communication with millions of people at the same time was never possible before. It’s exciting that this is one of the first examples of a brand character becoming an interlocutor in communication with users.”

Croatian Telekom, a member of the Deutsche Telekom Group and Infobip partner, was part of the solution’s technical delivery.

About Peerless Network, An Infobip Company
Peerless Network is a leading-edge provider of telecommunications services that delivers the highest quality voice solutions for VoIP and enterprise customers worldwide. As a disruptor in the telecom industry, Peerless Network is a reliable network that scales efficiencies, lowers customer costs, and increases quality. Our automated platforms, the Peerless Portal and ANImate, allow customers to easily provision SIP trunking channels, Operator Connect for Microsoft Teams, toll-free servicestelephone numberslocal service, and domestic/international long distance from one advanced system. Peerless is dedicated to driving innovation and bringing value to customers by expanding our suite of products, services, and markets we serve. Peerless Network is headquartered in Chicago, IL. The company was acquired by Infobip, the world’s most connected cloud communications platform, in 2022. For more information, visit www.peerlessnetwork.com and follow us on LinkedIn.

About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 75+ offices globally. 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. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
  • Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
  • Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
  • Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report
  • Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards