In 2025, nearly every business customers interact with will be using AI to communicate with them, whether they notice it or not. New research by customer engagement platform Sinch, which surveyed 1,600 business leaders and 2,800 consumers across sectors, including retail, healthcare, and finance, reveals that companies are doubling down on AI all in the name of faster, smarter, more personalised experiences.
While businesses are charging ahead, consumers aren’t all moving at the same pace.
Younger age groups like Millennials and Gen Z are embracing AI interactions for their speed and convenience. Seventy-one percent of Gen Z said they’d work with a chatbot trained on company data. However, older generations are still wary, especially when it comes to data transparency and trust. That generational gap may complicate how brands roll out AI-led service models.
AI Is Not the Only Change Coming
Alongside AI, omnichannel communication strategies are getting a serious upgrade. Consumers want relevance, timing, and choice. More than half of the respondents said they want to decide which channels brands use to contact them.
Sophie Cheng, SVP of product marketing at Sinch, said: “It has never been more important, or more achievable, to create experiences that customers love. But to do that, businesses must embrace AI to create seamless, trusted omnichannel strategies that focus on keeping their audiences engaged, informed, safe, and happy.”
The report shows businesses are diversifying their investments: 97% plan to use AI this year, focusing heavily on AI voice (63%) and AI chatbots (43%). Meanwhile, 59% of leaders see Rich Communication Services (RCS), upgraded SMS with images, CTAs, and verification, as a turning point in mobile messaging.
Customer communication in today’s world is about resonance. With rising expectations and widening trust gaps, the way companies use AI and orchestrate cross-channel experiences will define their competitiveness in 2025 and beyond.