Vodnjan, Croatia, 24 June 2025 – Global cloud communications platform Infobip has released its latest Messaging Trends Report, which reveals how conversational banking is gaining acceptance.
For customers used to extensive login processes and security questions on a website, asking a chatbot to check a balance or pay a bill seems unusual, which can create mistrust. This mistrust has often held back the growth of conversational banking beyond Gen Z. However, Infobip’s latest Messaging Trends report shows this is now changing, with banks and financial institutions responsible for significant traffic on Infobip’s Conversational AI Platform.
Banking customers are gaining a better understanding of how mobile phones and chat apps can improve the security of financial transactions by leaning on the native security features of every smartphone and the built-in encryption of chat apps like WhatsApp.”
Ivan Ostojić
Chief Business Officer at Infobip
Infobip analyzed more than 530 billion interactions on its platform between businesses and consumers in 2024 to identify the latest global business messaging trends and helps its customers improve conversations experiences. The data shows a 70% increase in interactions between consumers and financial services organizations in North America in 2024. Meanwhile, interactions in the Middle East are up 77%, and interactions in Europe are up 28%.
Financial services firms employ several conversational channels to provide greater convenience to their consumers. Some 71% of all traffic sent by financial institutions was SMS, while email accounted for 15% of all traffic. WhatsApp interactions accounted for 10%, demonstrating the growing importance of highly engaging, two-way customer interactions.
Conversational banking will continue to evolve and become more common in financial services, satisfying customers who prefer to communicate in their natural language. We believe it will be one of the key drivers for changing the banking landscape over the next five years.”
Chudi Ibemere
Head of E-Business at Zenith Bank
Infobip’s Messaging Trends report also reveals how banks and financial institutions are making significant progress in adopting chat apps for customer communication and leveraging AI to improve the customer experience, with such organizations responsible for a considerable amount of traffic on Infobip’s Conversational AI Platform.
Many firms are now rolling out sophisticated AI use cases. Analysis of the data from our platform shows that message volumes generated by AI are highest in the finance and insurance sectors. The data also shows that they are adopting the popular digital messaging channels in their region so that customers can communicate on the channels they feel most comfortable with.
For more insights, download the full report here: https://www.infobip.com/messaging-trends-report.
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.
Recent award wins include:
- Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
- Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
- Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
- Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
- Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
- Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
- Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
- Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
- Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)