VODNJAN, Croatia–(BUSINESS WIRE)–Global cloud communications platform Infobip today announces its predictions about customer engagement for 2026, spotlighting transformative trends set to redefine how businesses engage customers and operate across sectors. Central to these shifts are the mainstream adoption of AI-powered agents, the expansion of super apps as integrated ecosystems, and the rise of privacy-first AI models enabling scalable, compliant automation.
“2026 will be a breakthrough year as generative AI and omnichannel communication converge to redefine customer engagement and digital ecosystems,” said Silvio Kutić, CEO at Infobip. “Retail and eCommerce sectors are already leading the way with hyper-personalized experiences, while healthcare and finance are rapidly adopting AI-driven solutions to enhance patient care and security. Crucially, the future of customer service lies in a human-in-the-loop approach—where AI-powered automation works hand-in-hand with human expertise to deliver both efficiency and empathy. ”
Most of the time, AI agents will talk to customers.
AI-powered workers are predicted to handle up to 95% of consumer interactions by 2026, offering 24/7, tailored service right away. These agents are changing from simple FAQ bots into more complicated, human-like models that can communicate on their own. Customer service is changing quickly, and both speech bots and chat-based agents can now be helped by technology that puts people in the loop. Companies are already using AI chatbots to answer common banking questions and track eCommerce orders. Advanced voice bots are also opening up new ways to automate and improve client engagements. This lets human workers focus on more difficult cases and makes sure that consumers get quick and caring service.
Super applications and Rich Messaging channels make it easy for customers to go through their journeys.
WhatsApp and Rich Communication Services (RCS) are becoming super applications that combine marketing, communication, and payment features into one interface. Companies are using RCS for safe, interactive chats that let customers do everything they need to do in the channel. Retailers utilize RCS to send dynamic product carousels that let customers look through, buy, and plan delivery all from within the chat window. In the same way, healthcare providers are making it easier for patients to make appointments and pay their bills through WhatsApp.
The hardest part of AI systems is managing data.
A lot of today’s AI breakthroughs are based on big, general AI models. However, there is also interest in smaller, domain-specific language models that can run on standard or on-premises hardware and provide data privacy and compliance while giving correct, context-aware answers. Data is the largest problem for advanced AI. It needs to figure out how to properly gather, combine, process, and use first-party and internal data to improve the user experience. Infobip wants to help businesses get rid of data silos and make the most of enhanced automation and unified customer journeys. The focus is on combining internal data sources to improve targeting and lead assignment while making sure that privacy and compliance are maintained. To safeguard users and develop confidence, industry leaders are putting security and following the rules ahead of launching new products quickly.
Kutić stated, “Our focus remains on empowering businesses to unlock new opportunities and lead in an evolving digital landscape as we look ahead to 2026.” “As we go through this digital transformation journey, we’re excited to keep working with our partners and customers to come up with new ideas.”
About Infobip:
Infobip is a cloud-based communication tool that helps businesses communicate with customers at every stage of their journey.