AI

AI gaining ground in customer communication strategies

Photo: Adobe Stock

August 13, 2025

Most, 97%, of retailers will be using AI when it comes to customer communications this year.

That's a top finding from a Sinch report on how brands are adapting engagement strategies as customer expectations rise, and AI adoption accelerates globally.

The research polled 2,800 consumers and 1,600 business leaders across industries including retail, and revealed AI is set to play a central role in transforming how companies build seamless omnichannel execution across channels and deliver real-time support and personalized experiences, according to a press release.

"Customer communication is no longer just about sending a message. It's about creating moments that engage people and drive business results," Gwen Lafage, VP of brand and content at Sinch, said in the release. "The businesses that lead are putting the customer at the heart of their communication strategies, letting them choose how and where they want to connect and using AI, and channels like RCS, to make every interaction smarter, faster, and more meaningful. That is how you create standout experiences and real business impact."

Key findings include:

• Top AI investment areas for 2025 include AI voice assistants (63%) and AI-driven chatbots (43%).
• Millennials and Gen Z are embracing AI-powered interactions for speed and ease. In contrast, older consumers remain more cautious, particularly around transparency and data usage.
• 58% want to choose the channels they receive messages on, with preferences varying by use case and demographic.