1、We analyzed over 153 billion interactions that took place on our platform in the first half of 2022 and compared them to 2021 to learn the current trends in business-to-consumer communications.221%68%99%increase in cloud contact center interactionsincrease in number of interactions on digital channe

2、lsof customer support and chatbot interactions were on WhatsAppMessaging Trends 2022/23 Table of ContentsExecutive Summary 3Introduction 5Building an omnichannel foundation 6The conversational experience era 11The role technology plays across industries 16Customer communication around the world 21Co

3、nclusion 232I N FO B I P M ES SAG I N G TR EN DS 2022/23TA B LE O F C O NTENTSThe business-to-consumer (B2C)landscape is changing.Customers now want faster one-to-one interactions with their favorite brands.As a result,weve seen hyper-personalization,automation,and 24/7 availability take center stag

4、e.Recent developments in technology have led to new entrants including AI chatbots,rich messaging apps,and upgraded voice and video channels making it easier for customers and brands to connect and stay connected.We see these industry trends on our own platform with substantial increases in cloud co

5、ntact center interactions,chat apps as key channels for marketing,sales,and support-as well as year-on-year growth in the use of digital channels for customer communication.Weve seen popularity in chat and rich messaging apps grow with an 80%increase in WhatsApp interactions compared to 2021 and a 6

6、2%increase in RCS interactions.However,although more and more customers are choosing to chat with their favorite brands,traditional channels still play a key role in the customer journey with 75%more SMS interactions and 91%more Email interactions taking place on our platform in the first half of th