Consumers can expect to see more AI-driven tools and services shaping customer experiences as companies adopt artificial intelligence (AI) strategies,” according to Infobip, a global communications platform.
“These trends will shape how brands interact with consumers and leverage technology for enhanced service,” Cecile Tizon, sales director at Infobip, said in a recent media briefing.
Infobip’s Generational Messaging Trends Report highlights differences in how customer generations — from baby boomers to Gen Z — prefer to engage with brands. According to the report, 86% of all age groups want personalized, targeted communications, pushing businesses to develop tailored omnichannel strategies.
“Understanding each generation’s preferences will help brands improve their CX strategies and implementation,” said Tizon.
Conversational AI, a growing trend in customer interactions, is also evolving with security and trust as priorities. AI tools powered by large action models are expected to deliver more seamless customer journeys with minimal human intervention. However, companies are urged to integrate human oversight in AI systems.
“Trust is the foundation of any successful customer relationship,” Tizon said.
Rich messaging platforms are also gaining traction in Asia, offering consumers interactive communication without needing additional apps. These tools allow businesses to guide customers from initial contact to purchase and support, creating opportunities for telcos to use RCS Business Messaging.
By 2025, the rise of autonomous AI agents is expected to transform customer service.
“The AI agent market is poised to grow exponentially,” according to Infobip. “These systems will drive efficiency and improve decision-making, making customer experiences smoother and more personalized.