Businesses to continue AI investment with voice assistants, chatbots
The overwhelming majority of businesses are adopting artificial intelligence into their customer communications. According to a new report based on surveys of businesses and consumers from communications platform Sinch, 97% of businesses plan to use AI in their customer communications this year, with top investment areas for 2025 including AI voice assistants (63%), AI-powered video chats (48%) and AI-driven chatbots (43%). Sixty percent of financial services respondents and 57% from healthcare say they’ll invest in AI chatbots, which is higher than the average of 46%. Only 29% of retailers said they’d invest in other messaging apps like WhatsApp and Messenger, which is lower than the 42% average across industries surveyed by Sinch.