Weanalyzedover153billioninteractionsthattookplaceonourplatforminthefirsthalfof2022andcomparedthemto2021tolearnthecurrenttrendsinbusiness-to-consumercommunications.221%68%99%increaseincloudcontactcenterinteractionsincreaseinnumberofinteractionsondigitalchannelsofcustomersupportandchatbotinteractionswereonWhatsAppMessagingTrends2022/23TableofContentsExecutiveSummary3Introduction5Buildinganomnichannelfoundation6Theconversationalexperienceera11Theroletechnologyplaysacrossindustries16Customercommunicationaroundtheworld21Conclusion232INFOBIPMESSAGINGTRENDS2022/23TABLEOFCONTENTSThebusiness-to-consumer(B2C)landscapeischanging.Customersnowwantfasterone-to-oneinter...
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