The Omnichannel Messaging for WooCommerce is a powerful plugin that directly integrates Infobip’s communication tools into WooCommerce. This enables you to deliver personalized SMS notifications, transactional emails, and targeted marketing campaigns – all from one platform.

The plugin was developed as a joint-venture between Infobip, a global leader in omnichannel engagement, and Neuralab, an agency with more than a decade of experience in building web / eCommerce projects (and a global WooCommerce Open Source Champion).


The goal is simple – to enable online merchants and WordPress/WooCommerce developers to automate marketing and omnichannel communication, which they truly need and deserve. The end result is combining the best of AI and human interaction – ensuring WooCommerce end users receive superior customer service.

Neuralab’s Kresimir Koncic stressed that this is especially important if you take into account that more and more omnichannel communication will go through “Gen AI” workflows:

All currently available platforms prioritize message sending, while data processing is secondary. Over the past decade, we’ve noticed a need for a more robust and functional platform, which led us to pivot towards Infobip’s enterprise solution.

Infobip has “data” at its core through the CDP (Customer Data Platform) module, and we believe this is an excellent foundation for building any subsequent functionality and interactivity that merchants should have. 

WooCommerce merchants will be able to send all their eCommerce data to the Infobip People platform, which can then power various Gen AI chatbots that communicate with users through Live Chat, WhatsApp, Viber, or any of the dozen channels.

Routing from AI to human

Merchants have always struggled with human agent costs, which is the main reason you don’t see 24/7 live chat widgets in average eCommerce stores. While financially challenging, this represents a missed opportunity because customer support shouldn’t be viewed as a cost center but rather as a revenue generator and experience enhancer.

Naturally, merchants or developers will want to deploy an army of robotic agents magically serving users – something akin to Star Trek’s ship computer. Reality is much “messier,” and we face complex technical and legal hurdles in integrating AI into automated omnichannel experiences. Kresimir points out that LLM models hallucinate and that that’s a feature, not a bug, and will not disappear:

Hallucinations are, in fact, inherent features of all implicit systems like artificial neural networks. Additionally, data source integrity is often questionable, which brings me to my main point. Merchants should leverage GenAI in areas where it’s most efficient – in open conversations and creative ideation.

Infobip’s “cautious” approach to GenAI tools enables switching specific chat functions on and off. For example, when a customer asks: “Which socks go with these brown shoes?” – AI can shine in cross-selling and user engagement. But when it comes to specific questions about refunds, discount policies, or shipping – traditional IF/ELSE bots or, better yet, human operators should remain the norm. The Infobip platform enables “routing” in both scenarios.

The robot can redirect the conversation to a human agent within Infobip’s product or to an external third-party contact center or CRM.
 
Our vision for the Infobip-WooCommerce integration is to combine the best of AI and human interaction, ensuring WooCommerce end users receive superior customer service. The latest partnership between Infobip and SplxAI, which enables automated “Red Team” checks, is a perfect operating example of how to guardrail Gen AI conversations.

What do developers and agencies get with Omnichannel Messaging for WooCommerce plugin?

The first version of the integration covers basic functions that WooCommerce merchants and developers can utilize through four main modules:

• Communicate with customers via SMS channels in automatic (e.g., order status changes) or manual mode (if there are product or order issues)
• Utilize Infobip’s vast network of email servers to increase message deliverability, crucial for UX, spam prevention, and legal obligations toward end users
• Integrate Infobip Live Chat solution into their store and connect with GenAI Infobip systems (currently a manual process through WP theme, but we’re working on automation integration for future versions)
• Most importantly, export customer data from WooCommerce to Infobip “People” CDP and use that data for various marketing automation

What’s next?

The 2025 Roadmap for the Omnichannel Messaging for WooCommerce plugin will be announced soon, but it’s been mentioned that it will include improved and automatic sync between Infobip and WooCommerce, new channels such as RCS, Telegram, and WhatsApp for a truly omnichannel experience, and more marketing automation options.

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