Picture: Infobip

Infobip, a global cloud communication platform and leader in omnichannel engagement, has created an AI-powered chatbot for Uber. The chatbot will enable customers to order rides via WhatsApp, creating a seamless booking experience. 

The company has said that it has been built and deployed on WhatsApp for Business platform using Infobip’s chatbot building platform ‘Answers’. The WhatsApp to Ride experience is now available for Uber riders across Delhi-NCR, one of Uber’s top cities globally by volume. 

The launch follows a pilot in Lucknow in December last year where Uber received a significant portion of ride requests from new users, demonstrating potential product market fit. 

Ravi Garg, Director, WhatsApp Partnerships, India said, “After a successful implementation of the ‘WhatsApp to ride’ experience in Lucknow, we are excited to expand WhatsApp’s partnership with Uber and launch this service for users in Delhi NCR. The simplicity of ride-booking experience within the WhatsApp interface has helped Uber acquire new riders and we look forward to supporting them in their growth trajectory,” 

“Uber and businesses across sectors are leveraging the WhatsApp Business Platform to build a variety of scaled custom solutions that help advance customer convenience and enable richer customer engagement. We look forward to continuing building partnerships with businesses to help them unlock avenues of access to new audience cohorts who use WhatsApp extensively every day.” 

WhatsApp is one of the world’s most popular messaging service with more than two billion users globally and some 400 million in India alone. This aided Uber’s decision to use the platform for Infobip’s Answers platform. 

Silvio Kutić, CEO of Infobip said, “Customers are increasingly moving away from an app-only approach. Instead, customers want to communicate with brands using their preferred method. So, businesses need to be where their customers are and provide an end-to-end customer journey within the channels their customers use. We’re delighted to have played a role in building this new WhatsApp chatbot solution for Uber and look forward to seeing its impact now and in the future as its rollout continues. We are even more thrilled as we are the global cloud communication platform provider to both the companies involved – Uber and WhatsApp.” 

It has been estimated that by 2025 80% of customer organisations will have abandoned native mobile apps in favour of omnichannel messaging to deliver a better customer experience. Using this strategy, businesses must meet customers on the apps that they love.