GSMA: Brands Embed AI Support Agents in RCS Text Threads

GSMA Intelligence reports that United Airlines, IHG Hotels and Nespresso are testing AI customer service agents inside RCS text threads, letting users rebook flights or place orders without separate apps. More than 3.2 billion RCS messages are sent daily worldwide, with business traffic projected to grow 25% in 2026 and 38% in 2027.

• United Airlines, IHG and Nespresso test AI agents in RCS chats
• Over 3.2 billion RCS messages are sent daily worldwide
• Business RCS traffic to grow 25% in 2026 and 38% in 2027
• Verified business profiles with green checkmarks guard against scams