Conversational AI is now moving beyond chatbots
Conversational AI is becoming a larger part of how businesses manage customer communication across sales, support, and marketing channels. From handling routine support requests to guiding customers through purchases and account actions, AI-powered conversations are now integrated into many digital customer journeys.
Juniper Research has recognized LINK Mobility as a Leading Challenger in its Conversational AI market report for 2026. The recognition reflects LINK’s work in helping businesses manage customer conversations across messaging channels through MyLINK Connect and related communication services.
For companies working across multiple markets and communication channels, conversational AI is increasingly tied to practical business needs: improving response handling, simplifying customer interactions, and supporting teams that manage growing message volumes.
How conversational AI is being used in customer communication
Conversational AI combines technologies such as chatbots, natural language processing, workflow automation, and messaging integrations to support real-time customer interactions.
Businesses are applying conversational AI across several operational areas:
In many cases, conversational AI is not replacing human support teams. Instead, businesses use automation to manage repetitive interactions while escalating more complex requests to live agents.
This approach helps organizations maintain consistent communication across channels such as SMS, WhatsApp, RCS, web chat, and email.
Why messaging channels are central to conversational AI
Conversational AI depends heavily on messaging infrastructure because customers increasingly expect communication to happen within the channels they already use daily.
This includes:
SMS for notifications and two-way support
WhatsApp for customer service and transactional communication
RCS for branded mobile messaging experiences
Web chat for e-commerce and support journeys
Email for longer-form customer communication
Businesses operating internationally often face additional complexity when managing messaging compliance, channel availability, language support, and customer expectations across regions.
Platforms that centralize communication channels can help reduce fragmentation between customer service systems, CRM tools, and messaging providers.
Supporting conversational AI with MyLINK Connect
MyLINK Connect is LINK Mobility’s conversational messaging platform designed to support customer communication across multiple messaging channels.
The platform supports integrations with channels including SMS, WhatsApp, RCS, and web chat, allowing businesses to manage customer conversations within a unified environment.
Conversational AI and chatbot workflows can be connected with:
CRM systems
Ecommerce platforms
Marketing automation tools
Customer service teams
This type of setup allows businesses to combine automated interactions with human support when required.
For example, an ecommerce retailer may use a chatbot to answer delivery questions through WhatsApp while routing refund requests to a support agent. A telecom provider may automate service inquiries through SMS and escalate technical issues to specialized teams.
"Many businesses want more control over how AI is used in customer communication and the flexibility to use AI models responsibly within their own environments. That is why we designed MyLINK Connect to support bringing your own AI models, and we will continue investing in new functionality, integrations, and messaging capabilities that help businesses build better customer conversations in the future."
Conversational AI and the shift toward omnichannel support
Many businesses now operate customer communication across several disconnected systems. Customers may begin a conversation in one channel and continue it in another, creating challenges for support visibility and continuity.
Conversational AI platforms are increasingly being used to support omnichannel communication models where customer interactions can move across channels while maintaining context.
Typical examples include:
Starting a support request through web chat and continuing via SMS
Receiving order updates through WhatsApp after an ecommerce purchase
Using RCS messaging for customer authentication and account actions
Combining AI chat handling with live customer service agents
As conversational AI adoption grows, businesses are also focusing more on governance, data handling, and integration quality rather than only automation volume.
What businesses are evaluating in conversational AI platforms
Organizations evaluating conversational AI platforms are often looking beyond chatbot functionality alone.
Common evaluation areas include:
For global businesses, messaging orchestration and channel management are becoming closely connected with broader customer experience strategies.
Industry recognition and market development
The conversational AI market continues to evolve as messaging channels, automation technologies, and customer expectations change.
Industry reports such as Juniper Research’s Conversational AI analysis provide insight into how vendors are supporting communication workflows, automation capabilities, and messaging infrastructure across global markets.
LINK Mobility’s recognition as a Leading Challenger reflects ongoing development in conversational messaging services and channel integration capabilities through platforms such as MyLINK Connect.
As businesses continue expanding digital customer communication strategies, conversational AI is expected to remain closely connected to messaging channels, automation workflows, and customer service operations.