Global cloud communications platform Infobip has released its predictions for 2026, outlining transformative trends anticipated to redefine how businesses engage customers and operate across various sectors. These shifts are centered on the widespread adoption of AI-powered agents, the expansion of super apps as integrated ecosystems, and the emergence of privacy-first AI models that enable scalable, compliant automation.
Silvio Kutić, CEO at Infobip, stated that 2026 is expected to be a breakthrough year as generative AI and omnichannel communication converge to redefine customer engagement and digital ecosystems. He noted that retail and eCommerce sectors are already leading with hyper-personalized experiences, while healthcare and finance are rapidly adopting AI-driven solutions to enhance patient care and security. Kutić emphasized that the future of customer service involves a human-in-the-loop approach, where AI-powered automation works with human expertise to deliver both efficiency and empathy.
By 2026, AI-powered agents are projected to manage up to 95% of customer engagements, offering instant, personalized support around the clock. These agents are evolving beyond basic FAQ bots into human-like, agentic models capable of complex, autonomous communication. Customer service is undergoing rapid transformation, with both voice bots and chat-based agents supported by human-in-the-loop technology. Companies are already deploying AI chatbots for routine banking inquiries and eCommerce order tracking, while advanced voice bots are being utilized to automate and enhance customer conversations. This strategy allows human agents to concentrate on more complex cases, ensuring customers receive prompt and empathetic service.
Platforms such as WhatsApp and Rich Communication Services (RCS) are developing into super apps that integrate marketing, communication, and payment functionalities within a single interface. Businesses are leveraging RCS for secure, interactive chats, enabling customers to complete entire journeys within the channel. For instance, retailers use RCS to send interactive product carousels, allowing customers to browse, purchase, and schedule delivery all within the chat interface. Similarly, healthcare providers are facilitating appointment booking and bill payment via WhatsApp, simplifying patient interactions.
While much of current AI innovation relies on large, generic AI models, there is growing interest in smaller, domain-specific language models that operate on standard or on-premises hardware. These models offer data privacy and compliance while providing accurate, context-aware responses. The primary challenge for advanced AI solutions remains data: specifically, how to efficiently collect, unify, prepare, and activate first-party and internal data for customer experience. Infobip aims to help businesses overcome fragmented data silos and realize the full potential of advanced automation and unified customer journeys, focusing on integrating internal data sources to improve targeting and lead assignment while ensuring compliance and privacy. Industry leaders are prioritizing security and regulatory compliance over rapid product launches to protect users and build trust.
Kutić concluded by affirming Infobip’s focus on empowering businesses to unlock new opportunities and lead in the evolving digital landscape, expressing excitement to continue co-creating innovative solutions with partners and customers during this digital transformation.
