AI automation, rich messaging, and platform integration set to reshape industries

1 December 2025

KUALA LUMPUR: Global cloud communications platform Infobip today unveiled its predictions for 2026, highlighting transformative trends expected to redefine how businesses engage with customers and operate across sectors. Central to these shifts are the widespread adoption of AI-powered agents, the expansion of super apps into comprehensive digital ecosystems, and the rise of privacy-first AI models enabling scalable and compliant automation

By 2026, AI-powered agents are anticipated to handle up to ninety-five per cent of customer engagements, providing instant, personalised support around the clock. These agents are rapidly evolving beyond basic FAQ chatbots into human-like, autonomous systems capable of sophisticated communication. Customer service is undergoing a major transformation, with both voice bots and chat-based agents increasingly supported by human-in-the-loop technology.

Organisations are already deploying AI chatbots to manage routine banking queries and e-commerce order tracking, while advanced voice bots are creating new opportunities to automate and enhance customer conversations. This shift enables human agents to focus on more complex issues, ensuring that customers receive prompt yet empathetic support.

Platforms such as WhatsApp and Rich Communication Services (RCS) are evolving into super apps that integrate marketing, communication, and payment functions within a single interface. Businesses are leveraging RCS for secure, interactive chats that allow customers to complete entire journeys without leaving the messaging environment.

Retailers, for instance, are using RCS to send interactive product carousels, enabling customers to browse, purchase, and schedule deliveries—all within the chat itself. Similarly, healthcare providers are facilitating appointment bookings and bill payments via WhatsApp, significantly streamlining patient interactions.

While much of today’s AI innovation relies on large, general-purpose models, interest is growing in smaller, domain-specific language models that can operate on standard or on-premises hardware. These models offer enhanced data privacy and compliance while delivering accurate, context-aware responses.

The primary challenge for advanced AI lies in data: how to efficiently collect, unify, prepare, and activate first-party and internal data to elevate the customer experience. Infobip is committed to helping organisations overcome data silos and unlock the full potential of automation and unified customer journeys. A strong emphasis is placed on integrating internal data sources to improve targeting and lead assignment, all while maintaining compliance and safeguarding privacy. Industry leaders increasingly prioritise security and regulatory adherence over rapid product deployment in order to protect users and foster trust.

“As we look towards 2026, our focus remains on empowering organisations to unlock new opportunities and take the lead in an ever-evolving digital landscape,” said Kutić. “As we continue to navigate this digital transformation, we look forward to co-creating innovative solutions alongside our partners and customers.”