SleekFlow expands AI to boost customer response and analyse consumer behaviour.
Jakarta (ANTARA) - SleekFlow, an omnichannel conversational technology platform, is expanding its use of artificial intelligence (AI) to help businesses improve the speed of customer responses while also analysing consumer behaviour, amid rising demand for instant service in the digital transactions era.
This move comes amid changing digital consumer behaviour that increasingly prioritises speed of response in the purchasing process.
Based on SleekFlow’s research, 46% of consumers lose interest if not receiving a reply within five minutes, while 72% are unwilling to wait longer after that threshold.
The same research shows 81% of respondents choose WhatsApp as their primary channel when interacting with businesses, signalling a shift in the customer journey that increasingly prioritises instant communication.
“SleekFlow sees this change not merely as an AI adoption trend, but a broader transformation in how businesses construct their customer engagement infrastructure,” SleekFlow said in a press release on Friday.
SleekFlow also notes that businesses are starting to adopt a hybrid engagement model that combines AI automation with human agent support to boost responsiveness without compromising service quality.
As part of the broader evolution of the AI Suite, SleekFlow now broadens its focus from messaging and automation to capabilities that help businesses understand customer behaviour through conversational data.
In the near term, the company will introduce the CX Intelligence feature, designed to help businesses analyse recurring customer complaints and questions, product demand trends, customer sentiment patterns, and Customer Satisfaction Scores (CSAT).
The feature aims to help firms convert customer conversations into operational insights, so businesses not only respond to complaints faster but also understand demand trends and levels of customer satisfaction.
Use of AI
For example, Vlife Indonesia, an orthopaedic clinic in Indonesia, uses AI Agent to support customer engagement around the clock, qualify leads, direct conversations to branch admins, and manage the customer database.
Previously, customer service was limited to operating hours. Now, businesses can stay responsive outside working hours and have managed to double Sales Qualified Leads (SQLs) through continual engagement.
For the network of beauty clinics, Bening’s Clinic, manual customer communication management has become increasingly complex. Separate workflows and fragmented communication between branches make it difficult for teams to maintain consistent engagement and respond to customers efficiently at scale.
By implementing SleekFlow, Bening’s Clinic can now centralise customer conversations, improve coordination between branches, and automate the reservation process to support higher customer volumes.
“With SleekFlow, Bening’s can now manage more than leads, from multiple channels such as digital campaigns, Click-to-WhatsApp Ads, events, partnerships, and KOLs, more optimally. This has also driven booking rates up to five times,” said Evi Hardiani, Head of Central, Bening’s Clinic.
Accordingly, SleekFlow believes that AI utilisation in customer engagement going forward will be increasingly focused on a combination of automation and human intervention, as businesses’ need for responsive yet personalised service grows.