This year has shown that AI is the core engine driving customer engagement. During peak events like Black Friday and Cyber Monday, our platform recorded a staggering 12.2 billion interactions globally, with RCS experiencing a 277% surge in messaging traffic on Black Friday alone. And as the volume hits a record, AI enabled brands to deliver hyper-personalized omnichannel experiences without sacrificing speed or security. Customers demand faster and smarter interactions than ever before. By 2026, AI-powered agents are expected to manage up to 95% of routine interactions, providing instant and personalized support around the clock. They are evolving beyond basic FAQ bots into human-like, agentic models capable of complex, autonomous conversations, allowing human teams to focus on cases that require empathy and judgment.
Platforms like WhatsApp and RCS are becoming super apps, integrating messaging, marketing, and payments within a single interface to deliver complete customer journeys seamlessly. As AI matures and adoption scales, organizations that unify first-party and internal data while ensuring compliance will unlock the full potential of intelligent and trusted customer experiences. With regulatory frameworks such as the Digital Personal Data Protection Act (DPDA) and updated telecom cybersecurity rules shaping how data is collected and managed, growth in digital engagement can strengthen trust. Looking ahead, Infobip, with its secure infrastructure and our vast global network, will continue to create innovative solutions and enable the brands to create meaningful journeys.
