Customer engagement is about to enter its most disruptive era yet. Global cloud communications provider Infobip has released its 2026 outlook, and the message is clear: AI-driven automation, super apps, and privacy-first models will overhaul how businesses interact with customers across every major sector.

The forecast points to a year where AI agents take center stage, messaging platforms behave like full-service ecosystems, and data strategy becomes the deciding factor in whether enterprises sink or scale. While many players talk about customer experience transformation, Infobip’s predictions outline how those shifts will manifest across industries already racing toward AI maturity.

AI Agents Take Over Customer Interactions

Infobip expects AI agents to handle up to 95% of customer engagements by 2026. These won’t be the clunky chatbots users love to hate. Instead, they will operate as advanced, agentic models capable of understanding context, navigating complex queries, and delivering real-time, personalized support.

Sectors like banking and eCommerce already lean heavily on AI chatbots for simple tasks. Voice bots are gaining ground too, automating conversations once thought too nuanced for machines. Yet Infobip stresses the importance of the “human-in-the-loop” model. While AI handles volume and routine interactions, trained experts step in when empathy, judgment, or strategic thinking is required. The result is faster resolution without sacrificing humanity.

Super Apps Push Customer Journeys Into a Single Channel

Messaging platforms are evolving into powerful end-to-end ecosystems. WhatsApp, for example, is no longer just a communication app. It now supports payments, appointment scheduling, product discovery, and customer service—often in one seamless thread.

RCS is gaining similar traction. Retailers use interactive carousels to let users browse and buy inside the chat window. Healthcare providers enable appointment booking and invoice payments without forcing patients to navigate external portals. This movement toward all-in-one messaging experiences reflects a broader trend: customers want fewer steps, fewer apps, and faster interactions.

Businesses adopting these rich messaging features are already seeing higher conversion rates, fewer drop-offs, and more cohesive customer journeys.

Data Strategy Becomes the Battlefield for AI Innovation

Despite AI’s acceleration, one fundamental issue remains: data. Infobip highlights that fragmented systems and isolated databases are crippling companies trying to scale AI-driven experiences.

While many organizations rely on large, generic models, interest is rising in smaller, domain-specific LLMs that can run securely on local or on-premises hardware. These models offer better data privacy, tighter control, and more accurate industry-specific responses.

Yet even the smartest model is ineffective without the right data. Businesses face challenges in collecting, unifying, cleansing, and activating their internal datasets. Infobip’s stance is pragmatic—focus on compliance, security, and trust before chasing flashy AI deployments. Leaders across sectors now prioritize regulation and customer protection over speed, especially in finance and healthcare.

A Digital Future That Requires Collaboration

Looking toward 2026, Infobip’s message is both ambitious and grounded. AI will stretch far beyond automation. Messaging will evolve into commerce and service hubs. Data frameworks will define competitive advantage. But the company insists that true transformation will require shared effort among vendors, developers, partners, and enterprises.

The digital landscape is shifting fast, and Infobip positions itself as a co-creator rather than a mere platform provider. That collaborative approach may be essential as businesses work to balance innovation, compliance, and customer trust.