Infobip’s latest research unveils the growing prominence of conversational customer experiences and the transformative role of generative AI in brand-consumer interactions worldwide.
The analysis of over 473 billion digital communications interactions in 2023 illustrates a significant uptick in messaging across mobile apps, social media platforms, and chat applications.
Customer experience
Notably, WhatsApp emerges as a key channel for conversational support and marketing, while brands increasingly leverage conversational AI to personalize customer service. Regional disparities in adoption patterns highlight varied growth trajectories, underscoring the evolving landscape of business communication.
Moreover, SMS retains its relevance but is increasingly complemented by chat apps in brand communications. Infobip fores
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