In this version of Weekly Focus APAC: SEA consumers trust Amnesty International's recommendations more than brands; Carro Grabs more money and acquire Indonesian C2C; Vietnam Telco Group launches Ride-Sharing App The line consortium has agreed to establish a digital bank in Taiwan China Unicom is adding AI to customer service through the JD.com deal.
SEA consumers trust Amnesty International's recommendations more than brands
About 77% of Southeast Asian consumers trust recommendations from search engines, while 70% rely on e-commerce sites for recommendations. By comparison, 44% said they trust the information provided directly from traditional business websites.
Even mobile applications, which stood at 67%, were a reliable source of recommendations among these consumers, as well as 48% of voice assistants, according to the Cognizant's Customer of the Future study. The survey surveyed 6,500 consumers worldwide, of which 32% were from Asia-Pacific.
About 41% of Southeast Asian consumers said they trust brand recommendations for their voice-based personal assistant.
In addition, they were willing to allow artificial intelligence machines (AI) to make some purchases automatically on their behalf, with 73% saying they would do so for tickets, 65% for booking travel, and 54% for making appointments such as medical and car service.
About 65% in the region described the customized experience as vital, with 55% expressing satisfaction with the current level of privatization provided by traditional companies such as banks, telecommunications and insurance companies.
However, when it comes to payments, 30% of Southeast Asian consumers said they have abandoned a purchase over the past 12 months due to poor payment experience.
“Traditional businesses will need to make an extra effort in digital infrastructure reform, consumer transition strategies, and customer experience goals. These companies will have to adopt a three-pronged approach,” said Manish Bahl, Co-Vice President of Cognizant in the Asia Pacific region. ..[to] “Imagine” its brand; “Rebuild” the digital reputation to reach enhanced customers, and “Re-think” its relevance to deeper relationships with consumers and resonate in their behavior. "
Carro Grabs gets more money and acquires C2C Indonesia
Singapore-based car market, Carro, has added $ 30 million (£ 24.69 million) to its vaults and has taken over an acquisition to boost its presence in Indonesia.
The amount raised was part of his B Series tour, which it had previously earned for $ 60 million (£ 49.39 million), and saw the participation of new investors such as SoftBank Ventures Asia and EDBI as well as existing investors including Singtel Innov8 and Golden. Gate Ventures.
Thanks to the latest infusion of funds, Carro has now supported a total of US $ 100 million (£ 82.31 million) since its launch in 2015.
The additional funds will spearhead expansion efforts across Southeast Asia, starting with the acquisition of Indonesia's consumer-to-consumer e-commerce site (C2C) Jualo.com, which handled more than $ 1 billion (£ 823.09 million) in transactions last year. .
Jualo.com was founded in 2013, connecting buyers and sellers who trade new and used goods across 300 categories, including cars, motorcycles, property, fashion and electronics. The site has more than 4 million users per month and trades in all 34 provinces of Indonesia.
Aaron Tan, CEO and Founder of Carro, said: “Our acquisition of Jualo.com will enhance our access to our technology platform in Southeast Asia, especially as Indonesia is the largest automotive market in the region. And drive our growth in Southeast Asia.
Vietnam Telco Group launches Ride-Sharing App
Viettel Post has launched its ride application, MyGo, aimed at creating a “sustainable and affordable service” for the Vietnamese population.
Viettel Group, the courier delivery unit of Vietnam's Vietnam Telecom, said it would differentiate by pledging not to raise prices during rush hours and bad weather.
He noted that other market players famous for riding are currently heavily dependent on marketing and discounts. This, however, was not a sustainable operating model because it would be difficult to profit, as the CEO of Viettel Post Tran Trung Hung said.
"Our marketing strategy will be different," said Hong. "We won't put a lot of money into promotions that save money. Instead, we will offer long-term benefits to our partners and customers."
Quoting the company's research, he said that the demand for rides and delivery services exceeded major cities, with consumers in small cities showing interest in such services. However, he pointed out that other market players had failed to meet customer demand outside major cities, which provided business opportunities for Viettel Post.
The company said the MyGo app, available on Google Android and Apple iOS, could be used to access automotive, motorcycle, delivery and transportation services.
To date, Viettel reported that 105,000 drivers have registered with MyGo and will provide services in 63 cities and provinces throughout Vietnam.
It also unveiled plans to expand the service to other markets, including Myanmar and Cambodia, by the end of the year.
The line consortium is certified to establish a digital bank in Taiwan
The Line Bank executive office consortium says it has obtained permission from Taiwan's financial regulator to set up an Internet-only bank.
The group includes Line Financial Taiwan, which owns a 49.9% stake, Taipei Fubon Bank, CTBC Bank, FarEasTone, Standard Chartered Bank, Taiwan Mobile and Union Bank of Taiwan.
The consortium said it plans to launch banking services that exploit artificial intelligence, big data and financial technologies while ensuring "responsible innovation." Aiming to establish itself as a “trusted bank” with deep roots in the Taiwan market, he aims to “promote financial inclusion for all through ubiquitous online banking only.”
Noting that the country has a customer base of 21 million, the preparatory office told Line Bank that Taiwan is a "very important market" for the consortium.
China Unicom adds AI to customer service through JD.com deal
China Unicom has integrated Artificial Intelligence (AI) functions into a voice-based customer service system, which will see customers talk to the robot.
This feature was deployed in partnership with Chinese online retailer JD.com, and will support customers in Sichuan who launched the China Unicom hotline. They will be welcomed by the AI-powered system, which will then guide them where to go or take them to a human client agent, if necessary.
The partnership will also see AI's integration with China Unicom's public WeChat account, and handling customer inquiries via text.
Additionally, JD.com will help develop an accurate AI-based marketing tool to ensure that marketing initiatives reach the right audiences. "The partnership between JD.com and China Unicom Sichuan will help significantly reduce customer service bottlenecks, while further enhancing the overall level of service Unicom Sichuan offers to customers," the partners said.
The technology used to run the customer service system is based on JD.com's customer service chatbot, which is designed to help handle the "millions" of customer inquiries that the e-commerce platform had to deal with daily.
During the company's June 18 sales event, chatbot handled over 32 million queries, 90% of which were resolved independently.