Omnichat’s recent conference highlighted the transformative potential of WhatsApp and conversational AI in reshaping customer interactions, featuring insights from industry leaders and successful case studies.
Omnichat, a prominent AI customer experience platform based in Hong Kong, recently hosted a conference aimed at exploring the potential of WhatsApp and conversational AI in revolutionizing customer interactions. The event, titled “Revolutionising Customer Experiences with AI,” took place on March 26, 2025, and featured insights from industry leaders, including representatives from Meta and several retail brands.
Omnichat, recognized as a Meta Business Partner, detailed how businesses can utilize WhatsApp Flows to enhance their marketing efforts. The conference unveiled new AI-driven solutions intended to deliver personalized experiences on WhatsApp. Key features highlighted include an AI Customer Service Agent designed to provide round-the-clock support, an AI Marketing Copilot to assist in campaign creation, and an AI Sales Agent to elevate conversion rates through tailored recommendations. Alan Chan, Founder and CEO of Omnichat, emphasized that their platform encompasses more than mere automation, stating, “Our ‘Agentic AI as a Service’ platform… enables brands to create intelligent workflows that anticipate customer needs and drive meaningful engagement across the entire customer lifecycle.”
The appeal of WhatsApp as a business communication tool is underscored by its widespread use in Hong Kong, where 85% of consumers utilize the app daily, according to research by Kantar. Vicky Yiu, APAC Strategic Partnership Manager of Meta, commented on the channel’s potential within customer engagement strategies, noting that a well-defined WhatsApp strategy can yield significant business results, from large-scale customer outreach to personalized marketing messaging.
Several case studies from retail brands highlighted the successes achieved through WhatsApp integration. Bauhaus, a multi-brand retailer, reported a remarkable increase in online-to-offline (O2O) sales through targeted WhatsApp campaigns. Frances Wong, Managing Director of Bauhaus, stated, “WhatsApp has enabled us to achieve increased sales, improved customer support efficiency, and more optimised marketing campaigns.” The retailer experienced a threefold increase in lead generation and cut lead acquisition costs by 50% with ads directing customers to WhatsApp, while its coupon campaign demonstrated a 65% redemption rate.
Lukfook Jewellery also showcased its effective use of the WhatsApp platform, implementing 1-on-1 virtual shopping services through Omnichat. Nash Chan, Senior E-Commerce Manager of Lukfook Group, highlighted the importance of personalized service, particularly in high-value jewellery sales. He noted that the integration of WhatsApp functions has allowed for sustained personal connections with clients, leading to successful campaigns that achieved notable redemption rates.
SMCP, an international fashion group, consolidated its communications through Omnichat’s WhatsApp solutions across Hong Kong and Southeast Asia, streamlining its customer engagement strategy for its brands like Sandro and Maje. Howell Wong, Regional Director of Transformation and Operations of SMCP, pointed out the effectiveness of data-driven marketing through WhatsApp broadcasts, stating, “By analysing customer data and browsing behaviour, we create targeted segments for WhatsApp broadcasts, delivering tailored offers that have driven click-through rates of over 14%.”
The conference underscored the evolving landscape of conversational commerce facilitated by platforms like WhatsApp, Facebook Messenger, and Instagram Direct. The integration of these technologies aims to enhance how businesses interact with customers, establishing new standards for effective customer service and engagement. The notable participation of industry leaders at the event reflects a collective recognition of the shifting dynamics within consumer communication and the opportunities presented by emerging technologies.
Source: Noah Wire Services
