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Economic Times
06-05-2025
- Business
- Economic Times
AI set to disrupt pricing models for business communication services
Live Events (You can now subscribe to our (You can now subscribe to our Economic Times WhatsApp channel Mumbai: Companies that provide call-centre and business messaging services are expecting a shift in the way they charge customers to a more outcome-based and bundled pricing structure from the traditional pay-per-message or pay-per-seat models, as artificial intelligence takes over voice and text conversations and reduces manpower costs, executives said.'Call centres are still charging there is a huge risk that that will be disrupted as AI reduces that cost significantly,' said Ivan Ostojic, chief business officer at London-based Infobip, which offers cloud-based communications tools for marketing, sales and support.'We expect to see a telco-type model where I have some predicted consumption per user and then I can create a bundle for you — from SaaS or AI, down to the channel. It'll be like interaction, consumption conversation. And then there'll be bundles that secure you from price hikes or drops,' he (CPaaS) companies like Infobip are now experimenting with unlocking use cases where the cost of implementation justifies the benefit incurred. Going forward, multi-channel conversations across SMS, voice, WhatsApp, RCS and in-app notifications could well be priced in bundles as AI agents automate workflows, industry executives said.'Our pricing models vary depending on several factors, including the complexity of the use case, the extent of AI integration and backend systems involved,' said Deepak Goyal, chief business officer at Tanla Platforms , a Hyderabad-based company providing tools to help businesses communicate with their AI use cases are costlier than structured, rule-based conversational offerings, customers are willing to pay a premium as value created outweighs the incremental cost, he instance, Tanla ran a campaign for a retail brand where users were prompted to upload images of broken appliances via WhatsApp in exchange for an exclusive coupon. Although multimodal AI image recognition is expensive to deploy, this campaign achieved redemption rates as high as 30 times, Goyal said.'GenAI based use cases are at an early stage of their journey and are yet to find a right pricing fit,' said Gautam Badalia, CEO of Route Mobile , another CPaaS company. 'There is a significant cost involved in GenAI interactions based on the various engines available today.'As AI agents unlock new use-uses in customer services, the pricing models will also evolve to be more outcome based, he said. 'Currently, pay-per-message is the most prominent pricing model with AI agents.'Route Mobile enabled an insurance company to use an AI agent which converses with users on WhatsApp to understand their profile and needs and suggests the most relevant policy. 'This solution is targeted to overcome any human errors in policy suggestions and avoid potential mis-selling,' Badalia said.
Time of India
06-05-2025
- Business
- Time of India
AI set to disrupt pricing models for business communication
Companies that provide call-centre and business messaging services are expecting a shift in the way they charge customers to a more outcome-based and bundled pricing structure from the traditional pay-per-message or pay-per-seat models, as artificial intelligence takes over voice and text conversations and reduces manpower costs, executives said. #Pahalgam Terrorist Attack India orders nationwide defence drills as Indo-Pak tensions rise From blackouts to bunkers: Inside India's civil defence mock drills across 244 districts on May 7 A woman spy who helped India defeat Pakistan in 1971 'Call centres are still charging there is a huge risk that that will be disrupted as AI reduces that cost significantly,' said Ivan Ostojic, chief business officer at Croatia-based Infobip , which offers cloud-based communications tools for marketing, sales and support. 'We expect to see a telco-type model where I have some predicted consumption per user and then I can create a bundle for you — from SaaS or AI, down to the channel. It'll be like interaction, consumption conversation. And then there'll be bundles that secure you from price hikes or drops,' he said. by Taboola by Taboola Sponsored Links Sponsored Links Promoted Links Promoted Links You May Like 5 cheap and easy DIY tricks with empty plastic bottles. Story to Hear Undo Communication-platform-as-a-service (CPaaS) companies like Infobip are now experimenting with unlocking use cases where the cost of implementation justifies the benefit incurred. Going forward, multi-channel conversations across SMS, voice, WhatsApp, RCS and in-app notifications could well be priced in bundles as AI agents automate workflows, industry executives said. 'Our pricing models vary depending on several factors, including the complexity of the use case, the extent of AI integration and backend systems involved,' said Deepak Goyal, chief business officer at Tanla Platforms , a Hyderabad-based company providing tools to help businesses communicate with their customers. Live Events Although AI use cases are costlier than structured, rule-based conversational offerings, customers are willing to pay a premium as value created outweighs the incremental cost, he said. Discover the stories of your interest Blockchain 5 Stories Cyber-safety 7 Stories Fintech 9 Stories E-comm 9 Stories ML 8 Stories Edtech 6 Stories For instance, Tanla ran a campaign for a retail brand where users were prompted to upload images of broken appliances via WhatsApp in exchange for an exclusive coupon. Although multimodal AI image recognition is expensive to deploy, this campaign achieved redemption rates as high as 30 times, Goyal said. 'GenAI based use cases are at an early stage of their journey and are yet to find a right pricing fit,' said Gautam Badalia, CEO of Route Mobile , another CPaaS company. 'There is a significant cost involved in GenAI interactions based on the various engines available today.' As AI agents unlock new use-uses in customer services, the pricing models will also evolve to be more outcome based, he said. 'Currently, pay-per-message is the most prominent pricing model with AI agents.' Route Mobile enabled an insurance company to use an AI agent which converses with users on WhatsApp to understand their profile and needs and suggests the most relevant policy. 'This solution is targeted to overcome any human errors in policy suggestions and avoid potential mis-selling,' Badalia said.
Time of India
06-05-2025
- Business
- Time of India
AI set to disrupt pricing models for business communication services
Call centers are transitioning from pay-per-seat models to outcome-based pricing as AI adoption reduces manpower costs. Companies like Infobip and Tanla Platforms are experimenting with bundled pricing for multi-channel conversations, incorporating AI agents to automate workflows. While AI use cases are initially costlier, customers are willing to pay a premium due to the significant value created. Tired of too many ads? Remove Ads Tired of too many ads? Remove Ads Mumbai: Companies that provide call-centre and business messaging services are expecting a shift in the way they charge customers to a more outcome-based and bundled pricing structure from the traditional pay-per-message or pay-per-seat models, as artificial intelligence takes over voice and text conversations and reduces manpower costs, executives said.'Call centres are still charging there is a huge risk that that will be disrupted as AI reduces that cost significantly,' said Ivan Ostojic, chief business officer at London-based Infobip, which offers cloud-based communications tools for marketing, sales and support.'We expect to see a telco-type model where I have some predicted consumption per user and then I can create a bundle for you — from SaaS or AI, down to the channel. It'll be like interaction, consumption conversation. And then there'll be bundles that secure you from price hikes or drops,' he (CPaaS) companies like Infobip are now experimenting with unlocking use cases where the cost of implementation justifies the benefit incurred. Going forward, multi-channel conversations across SMS, voice, WhatsApp, RCS and in-app notifications could well be priced in bundles as AI agents automate workflows, industry executives said.'Our pricing models vary depending on several factors, including the complexity of the use case, the extent of AI integration and backend systems involved,' said Deepak Goyal, chief business officer at Tanla Platforms , a Hyderabad-based company providing tools to help businesses communicate with their AI use cases are costlier than structured, rule-based conversational offerings, customers are willing to pay a premium as value created outweighs the incremental cost, he instance, Tanla ran a campaign for a retail brand where users were prompted to upload images of broken appliances via WhatsApp in exchange for an exclusive coupon. Although multimodal AI image recognition is expensive to deploy, this campaign achieved redemption rates as high as 30 times, Goyal said.'GenAI based use cases are at an early stage of their journey and are yet to find a right pricing fit,' said Gautam Badalia, CEO of Route Mobile , another CPaaS company. 'There is a significant cost involved in GenAI interactions based on the various engines available today.'As AI agents unlock new use-uses in customer services, the pricing models will also evolve to be more outcome based, he said. 'Currently, pay-per-message is the most prominent pricing model with AI agents.'Route Mobile enabled an insurance company to use an AI agent which converses with users on WhatsApp to understand their profile and needs and suggests the most relevant policy. 'This solution is targeted to overcome any human errors in policy suggestions and avoid potential mis-selling,' Badalia said.
Yahoo
31-03-2025
- Business
- Yahoo
Infobip Report Reveals APAC as The Fastest-Growing Region for Conversational Messaging
Indonesia, Philippines and China showcased the most notable growth in messaging WhatsApp, RCS, Viber, and other chat apps were among the most popular channels driving the rise in conversational messaging KUALA LUMPUR, Malaysia, March 31, 2025 /PRNewswire/ -- Global cloud communications platform, Infobip released its latest Messaging Trends Report, unveiling Asia-Pacific as the world's fastest-growing messaging region, recording a 51% surge in conversational messaging in 2024. The report is based on an analysis of over 530 billion interactions between businesses and consumers on Infobip's platform. According to the research, APAC is spearheading global messaging growth, driven by dynamic markets like Indonesia (59%), the Philippines (33%), and China (29%). Infobip AI Hub data highlights the surge in AI adoption, giving conversational messaging apps a major makeover and enabling richer and more meaningful connections. For instance, WhatsApp usage doubled with 100% growth, driven by seamless in-chat purchasing features. Indonesia led the rise at 110%, followed by India (27%), Singapore (20%), and Malaysia (17%). RCS interactions surged 102% across the region with India (850%) leading the growth chart. Viber also gained 41% more traction in the region, with the Philippines seeing a significant rise in messaging interactions. Additionally, our research shows that customers in the APAC region prefer messaging channels that are culturally and locally relevant. Notably, KakaoTalk—widely used in South Korea—accounts for 87% of customers interactions from Korean brands, with some engagement also seen in from brands in Singapore. In Vietnam, 63% of brand conversations happen on Zalo, a popular local platform. Meanwhile, LINE dominates in Thailand, Taiwan region, and Singapore, contributing to 98% of messaging interactions. As a result, brands are increasingly turning to these local platforms to build stronger, more familiar connections with their end users. Globally, Infobip recorded a 30% increase in the number of brands orchestrating conversational marketing interactions with their customers on its platform. The report also reveals the rapid adoption of conversational messaging across key industries in the region. The Retail and eCommerce sector saw a 169% surge in interactions, with South Korea leading at 371%, followed by Singapore (133%) and the Philippines (16%). Telecom also saw explosive expansion, with China's interactions skyrocketing by 4200% and Indonesia recorded 121% growth. Ivan Ostojic, Chief Business Officer, Infobip said: "The surge in business interactions across APAC reflects a broader shift toward richer, more localized, and conversational messaging experiences. Customers in the region engage best with culturally relevant and language-specific content, driving higher engagement and conversions. Brands have successfully leveraged this approach through personalized RCS, WhatsApp, and Viber campaigns or localized promotions for relevant festivities in the region such as Singles Day, to build stronger customer relationships. As conversational marketing evolves, understanding its suitability is key for businesses to enhance connections with their audiences and ensure seamless, secure, and real-time interactions." For more insights, see the full report here: 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. 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 ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) Infobip named a Leader for the third time in the IDC MarketScape (Feb 2025) Infobip named one of the top CPaaS providers in Metrigy's CPaaS MetriRank Report (Dec 2024) Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research's RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024) Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024) Infobip named to Fast Company's Annual List of the World's Most Innovative Companies (March 2024) Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023) View original content to download multimedia: SOURCE Infobip
