The News
Infobip's 20-year analysis of 3.8 trillion messages indicates a significant shift towards omnichannel communication, with 98% of interactions in 2025 occurring through multiple channels. The report highlights the growing importance of AI-driven communication in enhancing customer engagement.
Why It Matters
This trend underscores the critical role of AI in transforming customer interactions, which may lead to the development of more sophisticated AGI systems capable of managing complex conversational experiences. The rise of omnichannel communication could also drive demand for advanced AI solutions in enterprise deployment.
Key Evidence
The findings are based on a comprehensive analysis by Infobip, a reliable source in the field of cloud communication, thus providing a solid foundation for the reported trends.