Analyses of 628bn interactions in 2025 highlights the shift to conversational experiences
AI-first cloud communication platform Infobip has released its Messaging Trends Report 2026, offering a comprehensive analysis of the current state of business communication.
Drawing on data from 628bn mobile interactions in 2025 and a historical review of 3.8tn on messages over the past 20 years, the report charts the evolution from single-channel messaging to complex, AI-powered omnichannel experiences.
The data reveals a shift in how brands engage with customers. While SMS remains a critical pillar for reliability, accounting for 62% of traffic, the growth of rich, conversational channels is accelerating. RCS traffic grew three times globally last year, with 70x increase in North America.
Meanwhile, WhatsApp continues to dominate the conversational landscape, facilitating 91% of all conversational AI interactions on the platform, marking a 25% increase year over year.
Key findings:
Agentic AI is enabling the next major steps in business messaging. Moving beyond simple chatbots, AI agents are now capable of autonomous, goal-driven interactions, orchestrating complex customer journeys across channels.
Single-channel communication is now obsolete for global brands. Ten years ago, 73% of platform traffic was single-channel. By 2025, that figure has dropped to just 2.3%, as 98% of interactions now span multiple channels.
RCS is now mainstream in many regions. Beyond the growth in North America, Latin America saw a 7x increase, and APAC grew by over five times.
“The future is omnichannel, conversational, and increasingly powered by Agentic AI. In this new world, Infobip provides the infrastructure enabling businesses to meet their customers on the right channel, at the right time, with the right message,” commented Ante Pamuković, Chief Revenue Officer, Infobip.
