"Consumers increasingly expect to be able to ask questions and resolve issues in the moment. When a delivery is delayed or an item is out of stock, they want answers immediately, not a link to a help center or a long wait for support."
"Research from Sinch's State of Retail Communications found that around 28% of consumers say they get frustrated when they can't ask a question in response to a transactional message."
"AI agents will spark an explosion in retail conversation volume and opportunity, transforming routine updates into real conversations that invite interaction."
The retail industry is experiencing rapid changes in consumer behavior, with shoppers expecting seamless online and in-store experiences. Communication plays a crucial role in shaping these experiences. Sinch's Predictions 2026 report highlights the rise of AI-driven conversations, increased expectations for trust, and the need for brands to engage customers effectively. Retail messaging is shifting from simple updates to interactive conversations, allowing consumers to ask questions and resolve issues immediately, enhancing the overall shopping journey.
Read at Miami Herald
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