Infobip Predicts 2026: AI Agents to Handle 95% of Customer Interactions

KUALA LUMPUR, 1 Dec 2025 – Global cloud communications experts Infobip has unveiled its 2026 trends, declaring next year the tipping point for AI-driven customer engagement across Southeast Asia and beyond. CEO Silvio Kutić announced that advanced AI agents will manage up to 95% of all customer interactions, evolving from basic chatbots into fully autonomous, human-like systems backed by “human-in-the-loop” oversight.

Retailers and banks in Malaysia and the region are already shifting routine inquiries and order tracking to these agents, freeing human staff for complex cases. Meanwhile, WhatsApp and RCS are rapidly becoming true super apps, letting consumers browse, buy, pay and arrange delivery without leaving the chat. Healthcare players are following suit with in-app appointment and bill settlement features.

Infobip Predicts

The biggest hurdle remains data fragmentation. Infobip stresses that 2026 winners will be those who unify first-party data while embracing smaller, privacy-compliant AI models over generic giants. “Efficiency must never compromise trust,” Kutić said, underlining security and regulatory compliance as non-negotiable priorities for sustainable growth.

Main Points • AI agents to handle 95% of customer interactions by 2026 • WhatsApp/RCS evolving into full super apps with payments • Privacy-first, domain-specific AI models gaining traction • Data unification & compliance now the biggest challenge

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