Genesys cited Gartner’s forecast that by 2029, organisations using advanced AI in messaging applications will see 50% more customer engagement and ROI from messaging channels for proactive customer service. Gartner has also separately forecast that agentic AI could autonomously resolve 80% of common customer service issues by 2029, with a 30% reduction in operational costs.
These trends support the broader shift in Asia towards more automated, conversational and integrated customer experience models. For businesses, the practical challenge is no longer whether to use messaging, AI and automation, but how to combine them without losing context, speed or trust.
Genesys has announced an expanded partnership with Meta to deliver WhatsApp on Genesys Cloud, positioning messaging, voice and AI within a single customer engagement platform. The move is designed to help organisations create more continuous, context-aware service experiences across one of the world’s most widely used communication channels.
Mao Gen Foo, vice president, Asia at Genesys, said the partnership would help organisations in the region unify messaging, voice and AI in a single platform and reduce complexity.
The announcement comes as businesses in Asia increasingly treat messaging apps as core service infrastructure rather than just contact tools, particularly in mobile-first markets such as Singapore. Genesys said the integration is already in use by more than 1,000 organisations, supporting about 420 million messages a month.
Unified engagement model
Under the expanded capability, organisations can move conversations from messaging to voice without breaking context, while keeping data, workflows and AI within one orchestration layer. Genesys said this should improve resolution speed, operational efficiency and continuity across the customer journey.
The platform also supports voice notes, Business Calling, rich WhatsApp formats such as carousels and interactive lists, and automated triggers for proactive notifications, reminders and updates. Responses can be routed to virtual or human agents according to intent, helping businesses tailor interactions at scale.
Olivier Jouve, chief product officer at Genesys, said customers “don’t think in terms of channels” and want connected support “when it matters”.
