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The retail landscape is changing rapidly due to heightened customer expectations, and businesses must deliver exceptional experiences to stay competitive. AI-powered chatbots are a reality that can provide 24/7 customer service and tailored recommendations. In Hong Kong, AI and cloud-based omnichannel solutions are transforming customer experiences and driving business performance. Research shows that 57% of organisations in Hong Kong are currently using CPaaS and SaaS, and 63% plan to increase their communications platform expenditure in the next year.