Nearly Every Business Plans AI-Driven Customer Service in 2025 as Consumer Expectations Rise

Nearly All Businesses Plan AI for Customer Service in 2025

New research from Sinch highlights a clear trend: almost every business intends to use artificial intelligence in customer service communications this year. The report, based on surveys of 2,800 consumers and 1,600 business leaders across industries like retail, finance, healthcare, and technology, shows AI is becoming central to delivering seamless, personalized customer experiences.

97% of Businesses Embrace AI in Customer Communications

AI is no longer optional. It’s fast becoming the foundation for real-time support, smarter personalization, and secure customer verification. Most businesses are integrating AI to create seamless omnichannel engagement across SMS, email, chat, and voice.

Consumers want consistent, secure, and relevant experiences across channels. They expect to decide how and where brands communicate with them. Businesses meeting these demands use AI and channels like Rich Communication Services (RCS) to make interactions smarter and faster.

Key Insights from the Report

• AI adoption is accelerating: 97% of businesses plan to incorporate AI in customer communications this year. The top areas of investment are AI voice assistants (63%) and AI-driven chatbots (43%).
• Trust in AI varies by generation: Younger consumers, especially Gen Z, are more accepting of AI-powered interactions. For example, 71% of Gen Z respondents are comfortable interacting with AI chatbots trained on support documents, compared to 42% across all age groups.
• Consumers want channel choice and relevance: 58% of consumers prefer choosing the communication channels they receive messages on. Preferences vary depending on the message type and demographics, pushing businesses to adopt flexible, personalized communication strategies.
• RCS is gaining momentum: 59% of business leaders see RCS as a key tool. Consumers favor it for promotions, information, and verification messages. Its features include verified sender information, image carousels, video, quick replies, and embedded calls to action.

Four Essential Use Cases for AI-Driven Customer Communication

To turn single interactions into lasting relationships, Sinch recommends focusing on these four core areas:

• Marketing campaigns: Use personalized messages that engage customers and boost conversions.
• Customer updates: Deliver timely alerts that inform customers and reduce operational delays.
• Identity and verification: Secure customer interactions and prevent fraud through verified communication.
• Customer service: Provide fast, responsive support that builds loyalty and retention.

With rising competition and higher customer expectations, delivering clear, secure, and relevant omnichannel communication is a top priority. Businesses that adopt AI-driven strategies can keep their audiences engaged, informed, and satisfied throughout the customer journey.

For customer support professionals looking to expand their skills in AI and digital communication, exploring targeted training can be beneficial. Check out Complete AI Training’s courses by job role to find options that fit your needs.