60% of Mobile World Congress (MWC) respondents using Conversational AI report transformational improvements to customer communications, with 82% reporting measurable value, including ROI and efficiency gains.
Conversational AI is typically known as the technology behind human-like interactions between customers and brands.
It uses advanced models to analyze natural language, interpret customer intent, and automate or enhance interactions across various channels: streamlining support, improving agent efficiency and delivering a personalised customer experience.
Twilio‘s latest research, conducted at the Mobile World Congress 2026 (MWC), highlights how3 in 5 (60%) organizations are already actively using Conversational AI. A further 24% are piloting or planning deployments, signalling strong momentum among organisations.
Notable findings from the survey of 985 mobile industry professionals, including 115 APAC respondents, include:
- A strong link between adoption and trust: Among respondents already using Conversational AI, 93% feel some degree of confidence in their governance and data protection frameworks. In contrast, confidence levels are notably lower (28%) among those currently not using the technology.
- Conversational AI to take a larger role in customer journeys: 59% of respondents expect at least a quarter of customer journeys to be handled by autonomous AI agents within infographic. months.
