97% of Businesses to Use AI in Customer Communications in 2025, But Are Consumers Ready?
New research from Sinch highlights how leading brands are enhancing customer experiences by combining AI, Rich Communication Services (RCS), and integrated omnichannel strategies.
According to a recent report from Sinch, nearly all businesses plan to integrate artificial intelligence into their customer communications this year. The study surveyed 2,800 consumers and 1,600 business leaders across sectors like retail, financial services, healthcare, and technology. It reveals that AI is becoming essential in delivering seamless omnichannel support and personalized experiences in real time.
Consumers now expect consistent, secure, and personalized interactions across SMS, email, chat, and voice channels. In response, companies are merging their communication efforts to create smarter, AI-powered engagement that adapts to customer preferences.
Key Insights for Customer Support Professionals
Here’s what customer support teams need to know from the report to stay effective and aligned with evolving expectations:
- AI adoption is surging: 97% of businesses plan to use AI in customer communications by 2025. Major investment areas include AI voice assistants (63%) and AI chatbots (43%), which offer real-time assistance and personalized support.
- Generational trust varies: Younger consumers, especially Gen Z and Millennials, embrace AI for its speed and convenience. For example, 71% of Gen Z respondents are comfortable interacting with AI chatbots trained on support materials, compared to 42% of all age groups.
- Channel preference matters: Over half of consumers (58%) want to choose how they receive messages. Preferences differ by age and situation, which means customer support must be flexible and relevant across multiple channels.
- RCS is gaining ground: 59% of business leaders see Rich Communication Services as transformative. RCS supports advanced features like verified sender info, image carousels, video, quick replies, and embedded calls to action—making mobile messaging more interactive and secure.
Four Essential Use Cases for Smarter Customer Communications
Sinch suggests focusing on these four areas to improve both customer satisfaction and business results:
- Marketing campaigns: Deliver personalized messages that capture attention and encourage action.
- Customer updates: Send timely, relevant alerts to keep customers informed and reduce operational delays.
- Identity and verification: Protect customers by securing communications and preventing fraud through verified messaging.
- Customer service: Provide quick, responsive support that builds loyalty and increases retention.
For customer support professionals, integrating AI with omnichannel strategies is becoming essential. It helps meet customer expectations for speed, security, and personalization while managing communication at scale.
As competition grows, delivering clear and trusted communication across channels isn’t optional—it’s a key differentiator. Embracing AI-powered tools can help teams provide faster support, reduce friction, and create meaningful interactions that keep customers coming back.
To explore more about AI-driven customer communication trends and practical strategies, check out Sinch’s full report The State of Customer Communications.
Customer support teams interested in expanding their AI skills may also find valuable resources and courses at Complete AI Training, tailored to enhance practical AI knowledge for professionals.
About Sinch
Sinch powers communication for over 175,000 businesses worldwide, including many top tech companies. Their Customer Communications Cloud improves customer experience through mobile messaging, voice, and email solutions. Founded in 2008, Sinch is headquartered in Stockholm, Sweden, and trades on NASDAQ Stockholm (XSTO: SINCH).
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