Two powerful technologies are converging to revolutionize business messaging: Rich Communication Services (RCS) and Agentic AI. Businesses are scrambling to find more effective ways to drive engagement, increase ROI, and deliver exceptional customer experiences. The combination of RCS and Agentic AI delivers exactly that – transforming how brands connect with customers through messaging.

The Rise of Agentic AI in Business Communication

Agentic AI – autonomous AI systems that can act independently on behalf of users – has rapidly evolved from a promising technology to a business necessity. The impact of Agentic AI on business operations is significant and growing. The global Agentic AI market is projected to reach $196.6 billion by 2034, growing at a remarkable CAGR of 43.8% from 2025 to 2034. This explosive growth reflects how businesses are leveraging AI agents to dramatically improve customer engagement across multiple touchpoints.

How Businesses Are Winning with Agentic AI

Recent research reveals impressive adoption rates and benefits across industries. McKinsey & Company reports that 60% of companies are exploring or implementing AI agents to enhance customer engagement, while approximately 85% of enterprises are expected to implement AI agents by the end of 2025.

Businesses across industries are discovering that Agentic AI can dramatically improve their customer engagement in multiple ways:

1. Enhanced Personalization: Personalization can reduce acquisition costs by as much as 50 percent, lift revenues by 5 to 15%, and increase the efficiency of marketing spend by 10 to 30%, according to McKinsey research.
2. Improved Customer Support: 75% of customer inquiries can now be resolved by AI tools without human intervention, allowing support teams to focus on more complex issues.
3. Superior Marketing Performance: Companies that excel at personalization generate 40% more revenue from those activities than average players.
4. Enhanced Customer Satisfaction: Businesses that integrate AI for customer engagement report a 25% increase in customer satisfaction scores due to more relevant and timely interactions.

The Challenge: Finding the Right Channel for AI-Powered Interactions

While Agentic AI offers tremendous benefits, its effectiveness depends heavily on the channel used to deliver these AI-powered experiences. To maximize the impact of Agentic AI, businesses need a communication channel that is:

• Widely accessible without requiring app downloads
• Rich in features to support interactive experiences
• Trusted by consumers and associated with legitimate businesses
• Cost-effective for conversational interactions
• Capable of supporting multimedia content

This is where RCS (Rich Communication Services) enters the picture as the ideal solution.

Why RCS is the Perfect Home for Agentic AI

RCS Business Messaging has emerged as the ideal channel for Agentic AI-powered business interactions, offering a unique combination of advantages that other channels can’t match.

• Native Accessibility Without App Downloads

One of RCS’s most significant advantages is that it works directly in the native messaging app on customers’ mobile phones. There’s no need for customers to download additional apps, reducing friction and expanding reach. With RCS now available on both Android and iOS devices following Apple’s integration in iOS 18 (September 2024), businesses can reach virtually all smartphone users through a single channel.

RCS messaging traffic is projected to reach 50 billion messages globally in 2025 according to Juniper Research (Globe Newswire), and is expected to surge to 200 billion messages by 2029 – demonstrating the channel’s expanding reach and adoption.

• Brand Trust Through Verification

In an era of increasing messaging scams, RCS provides verified sender information, helping businesses establish trust with consumers. When a customer receives an RCS message, they can immediately see that it comes from a legitimate business, creating confidence in the interaction. This trust is essential for AI-powered conversations where customers may be sharing information or making purchases.

• Conversational Pricing Model Ideal for AI Interactions

A key advantage of RCS for Agentic AI applications is its conversational pricing model. AI-powered interactions typically involve multiple messages back and forth as the AI agent assists customers, answers questions, and guides them through processes. Unlike SMS, which charges per message, RCS allows brands to pay a fixed fee regardless of the number of messages exchanged. This pricing structure makes RCS particularly cost-effective for the multi-turn conversations that are characteristic of Agentic AI interactions.

• Rich Media Elements Enhance AI Capabilities

RCS shines with its support for rich content elements, including:

• High-quality images and videos
• Rich cards with detailed information
• Carousels for showcasing multiple items
• Interactive buttons for easy selection
• Suggested actions and replies

These features transform how AI agents interact with customers. Rather than presenting options as plain text that requires typing responses, RCS allows AI agents to display beautifully formatted rich cards with buttons for simple, one-tap selections. The result is a more engaging, intuitive, and frictionless customer experience.

What’s more, Agentic AI can automatically generate these rich cards and carousels from textual information, creating visually appealing content on the fly. For example, if a customer asks about product options, the AI agent can instantly create and send a carousel of product cards with images, descriptions, and “Buy Now” buttons – all generated dynamically based on the conversation context.

The Impact: Impressive Results for Businesses

Businesses implementing RCS for AI-powered customer interactions are seeing remarkable results:

• Through-the-roof engagement: Some RCS campaigns have achieved click-through rates that are 2.3x higher than SMS.
• Market growth: The RCS market is expected to reach $8.89 billion by 2030, growing at a CAGR of 25.37%.
• Customer preference: RCS messages have a 35x higher chance of being read compared to emails.

RCS as the Home for Agentic AI

As businesses continue to invest in Agentic AI to transform customer engagement, RCS stands out as the ideal channel for delivering these AI-powered experiences. With its native accessibility, rich features, trusted verification, conversational pricing model, and universal reach across both Android and iOS devices, RCS provides the perfect home for all Agentic AI-driven interactions between brands and their customers.

The combination of RCS and Agentic AI offers businesses a powerful way to:

• Dramatically improve customer engagement
• Increase marketing ROI through personalization
• Boost sales with customized offers
• Deliver superior customer support
• Enable seamless product discovery

For forward-thinking businesses looking to stay ahead of the curve, implementing RCS as the channel for AI-powered customer interactions is no longer optional – it’s a strategic imperative that will define the future of business messaging.