The exponential growth of Artificial Intelligence (AI) has generated an increase in the use of cloud communication channels, such as chatbots , which facilitate the operation of various industries, such as logistics and e-commerce, and which 75% of companies are willing to implement in the next three years, revealed the Sinch 2025 study: The future of business communication in Mexico .
The analysis, carried out by cloud communications developer Sinch , highlighted that the majority of companies that use chatbots do so through WhatsApp , according to 39% of respondents.
At the event, Adriana Sánchez , Sales Manager for Sinch Latin America, stated that this platform is followed by the company’s website with 24% , although 48% of companies have not yet integrated chatbots into their communication strategies.
Sanchez said that conversational tools such as chatbots are transforming the customer experience, and stressed that this technology is becoming an ally for companies by automating some specific tasks.
Another result of this exercise is that 40% of respondents mentioned that despite wanting to use AI chatbots , the lack of information on how to implement this tool makes them feel insecure.
In light of this, the manager pointed out that companies require clear rules to implement this digital tool.
Of the more than 80 companies surveyed, 11% considered costs to be a barrier to using this technology . As for the most used communication channels, WhatsApp leads this preference with 55% of those interviewed.
Email is another of the channels used by more companies to establish contact with their users with 51% , while social networks have 39% and call centers with 25 percent .
According to figures from the Swedish company, RCS (rich messaging) barely reached 1% of use, making it the least used, despite the fact that it has the capacity to verify brands and optimize processes. Despite this, it is expected that this channel will see an increase in its use . Meanwhile, SMS (text messaging) has a preponderance of 14 percent .
“It is important for companies to offer multiple options for communication channels with their customers, in order to ensure that they improve their ongoing customer service,” said Adriana Sánchez.
Among other data, the study showed that 44% of the companies surveyed have had a good experience in using chatbots , for 22% it has been excellent and for 9% it has been bad.
Although progress has been made in implementing these types of communication channels, 54% of the companies interviewed said they do not use AI chatbots to communicate with their customers, while 39% said they do.
According to an additional study conducted by Sinch on consumer perception, 65% of Mexicans prefer to interact with companies through automated channels such as chatbots, as they consider that these platforms offer faster and more precise responses than human interactions.
According to Mordor Intelligence , the chatbots market size is estimated at $7.01 billion (M) in 2024 and is expected to reach $20.81 billion by 2029, at a growth rate of 24.32% during the forecast period (2024-2029).
Furthermore, according to data from information technology research firm Gartner , it is estimated that by this year 85% of all customer interactions will take place without human intervention, due to the growing use of AI and chatbots in various sectors.
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