Infobip Data Shows Omnichannel, RCS, and AI Agents Reshaping Business Messaging
Event summary
- Infobip analyzed 3.8 trillion messages over 20 years, including 628 billion mobile interactions in 2025.
- SMS still dominates at 62% of traffic, but RCS grew 3x globally, with a 70x surge in North America.
- WhatsApp handles 91% of conversational AI interactions, up 25% YoY.
- Single-channel communication dropped from 73% to 2.3% in a decade.
- Infobip launched AgentOS to enable autonomous, AI-driven customer experiences.
The big picture
Infobip's data underscores the shift from transactional messaging to AI-powered, multi-channel customer engagement. The rise of RCS and conversational AI reflects broader trends in digital transformation, where businesses seek more dynamic, personalized interactions. With AgentOS, Infobip positions itself as a key infrastructure provider in this evolving landscape.
What we're watching
- AI Agent Scaling
- How quickly Agentic AI adoption will expand beyond early-stage use cases.
- RCS Expansion
- Whether RCS can sustain its rapid growth outside North America.
- Omnichannel Integration
- The pace at which brands fully transition from single-channel to omnichannel strategies.
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