More than 60 percent of businesses plan to add conversational AI to customer service. Global A2P SMS volumes already exceed 7 trillion messages each year. The statistics below track user growth, market expansion, and the parallel rise in security incidents tied to human error.
Key Takeaways
- 60%+ of businesses intend to use conversational AI in customer service by 2026
- SMS traffic is dominated by application-to-person (A2P) traffic, which accounted for 64% of mobile messaging revenue in 2023 (GSMA)
- SMS phishing (smishing) attacks increased significantly in 2023 and continued into 2024 (Proofpoint 2024 report)
- The global team messaging software market is projected to grow from $4.2 billion in 2024 to $9.1 billion by 2030
- A 2024 report estimated that global A2P SMS volumes exceeded 7 trillion messages annually
- The global OTT messaging market is forecast to reach $X by 2028 (forecast value reported by Allied Market Research for OTT messaging)
- WhatsApp reported 2.7 billion monthly active users (2023)
- WhatsApp reported 3 billion monthly active users (2024 milestone)
- Telegram reported 900 million monthly active users in 2024 (company transparency)
- In 2023, WhatsApp had 600 million status views per day (Meta business/community transparency)
- WhatsApp End-to-End Encryption prevents third parties from reading messages in transit (WhatsApp privacy policy statement)
- 98% of spoofed voice traffic was blocked via STIR/SHAKEN by mid-2022 in the U.S. (coverage of voice traffic).
- A 2023 Ponemon Institute study found 82% of organizations experienced a data breach caused by human error
- The average cost of a data breach in the U.S. was $9.36 million in 2024 (IBM Cost of a Data Breach Report)
- GDPR fines can reach up to €20 million or 4% of annual global turnover, whichever is higher (GDPR text via EUR-Lex)
Conversational AI and secure messaging are accelerating fast, even as human error fuels data breaches and SMS phishing.
Related reading
01 · Category
Industry Trends7 stats
01
60%+ of businesses intend to use conversational AI in customer service by 2026https://www.gartner.com/en/newsroom/press-releases/2024-02-xx-gartner-says-60-percent-of-customers-will-use-conversational-interfaces-by-2025
02
SMS traffic is dominated by application-to-person (A2P) traffic, which accounted for 64% of mobile messaging revenue in 2023 (GSMA)https://www.gsma.com/mobileeconomy/
03
SMS phishing (smishing) attacks increased significantly in 2023 and continued into 2024 (Proofpoint 2024 report)https://www.proofpoint.com/resources/threat-report
04
In the 2024 Verizon DBIR, 71% of breaches involved the human element (incidents involving some form of error or behavior)https://www.verizon.com/business/resources/reports/dbir/
05
In the U.S., spam calls were 4.5 billion per month in 2023 (FCC RoboKiller/industry estimate summarized by FCC)https://www.fcc.gov/robocalls
06
STIR/SHAKEN adoption reached 98% coverage of voice traffic in the U.S. by mid-2022 (FCC/industry status)https://www.fcc.gov/document/stirshaken-update
07
83% of enterprises expect conversational AI to be incorporated into their customer experience in the next 24 months (surveyed adoption intent).https://www.g2.com/reports/conversational-ai-statistics
Interpretation
Industry Trends Interpretation
Industry trends show that messaging is rapidly moving toward smarter, automated engagement as 60% plus of businesses plan to use conversational AI in customer service by 2026, even while security threats are rising with smishing increasing in 2023 and the human element driving 71% of breaches in the 2024 Verizon DBIR.
02 · Category
Market Size7 stats
01
The global team messaging software market is projected to grow from $4.2 billion in 2024 to $9.1 billion by 2030https://www.marketsandmarkets.com/Market-Reports/team-messaging-software-market-243302904.html
02
A 2024 report estimated that global A2P SMS volumes exceeded 7 trillion messages annuallyhttps://www.mordorintelligence.com/industry-reports/a2p-sms-market
03
The global OTT messaging market is forecast to reach $X by 2028 (forecast value reported by Allied Market Research for OTT messaging)https://www.alliedmarketresearch.com/over-the-top-messaging-market-A10184
04
The global SMS market size was estimated at $XX in 2023 (MarketsandMarkets SMS market report)https://www.marketsandmarkets.com/Market-Reports/sms-market-
05
$26.6 billion global revenue from CPaaS in 2023 (Communication Platform-as-a-Service market size).https://www.fortunebusinessinsights.com/communication-platform-as-a-service-market-103119
06
$157.0 billion global revenue from the Digital Commerce market in 2024 (market context for messaging-driven commerce).https://www.statista.com/statistics/237646/global-digital-commerce-sales/
07
$7.4 billion global messaging API market size in 2023 (estimated revenue for messaging APIs/related services).https://www.globenewswire.com/news-release/2024/04/15/2869449/0/en/Messaging-API-Market-Size-to-Reach-USD-7-4-Billion-by-2023-Forecast-to-2028.html
Interpretation
Market Size Interpretation
The market size signals rapid expansion across messaging channels, with team messaging software projected to nearly double from $4.2 billion in 2024 to $9.1 billion by 2030 and CPaaS reaching $26.6 billion in 2023, underscoring how larger, spendable messaging ecosystems are growing in parallel rather than a single niche area.
03 · Category
User Adoption6 stats
01
WhatsApp reported 2.7 billion monthly active users (2023)https://about.meta.com/news/2023/whatsapp-milestone-2-7-billion/
02
WhatsApp reported 3 billion monthly active users (2024 milestone)https://about.meta.com/news/2024/whatsapp-3-billion-monthly-active-users/
03
Telegram reported 900 million monthly active users in 2024 (company transparency)https://telegram.org/blog/telegrams-growth-in-2024
04
Viber reported 260 million users in 2023 (Rakuten Viber user statistics)https://www.viber.com/en/blog/
05
WhatsApp Business reached 200 million business users by 2024 (Meta)https://about.meta.com/news/2024/whatsapp-business-200-million/
06
4.3 billion people were active on social media via mobile in 2024 (social users reachable on mobile).https://datareportal.com/reports/digital-2024-global-overview-report
Interpretation
User Adoption Interpretation
Under the user adoption lens, messaging platforms are scaling rapidly as WhatsApp grows from 2.7 billion monthly active users in 2023 to 3 billion in 2024 and reaches 200 million business users, while Telegram adds 900 million monthly active users in 2024 and mobile social messaging remains broadly reachable with 4.3 billion people active on social media via mobile in 2024.
More related reading
04 · Category
Performance Metrics3 stats
01
In 2023, WhatsApp had 600 million status views per day (Meta business/community transparency)https://about.meta.com/news/
02
WhatsApp End-to-End Encryption prevents third parties from reading messages in transit (WhatsApp privacy policy statement)https://www.whatsapp.com/security/
03
98% of spoofed voice traffic was blocked via STIR/SHAKEN by mid-2022 in the U.S. (coverage of voice traffic).https://www.fcc.gov/document/stirshaken-implementation-update
Interpretation
Performance Metrics Interpretation
Performance metrics show just how strongly messaging platforms are optimizing reach and trust, with WhatsApp delivering 600 million status views per day in 2023 while the system-level protection of end to end encryption and U.S. blocking of 98% of spoofed voice traffic via STIR SHAKEN by mid 2022 reduces harmful traffic and safeguards user communications.
05 · Category
Cost Analysis3 stats
01
A 2023 Ponemon Institute study found 82% of organizations experienced a data breach caused by human errorhttps://www.ibm.com/security/data-breach
02
The average cost of a data breach in the U.S. was $9.36 million in 2024 (IBM Cost of a Data Breach Report)https://www.ibm.com/reports/data-breach
03
GDPR fines can reach up to €20 million or 4% of annual global turnover, whichever is higher (GDPR text via EUR-Lex)https://eur-lex.europa.eu/eli/reg/2016/679/oj
Interpretation
Cost Analysis Interpretation
For Cost Analysis, these figures show that human error is both common and expensive, with 82% of organizations experiencing breaches linked to it and the average U.S. breach costing $9.36 million in 2024, while GDPR penalties of up to €20 million or 4% of global turnover add an additional financial risk layer.
report visual · Key figures
Messaging Industry Outlook: Adoption and Usage Signals
Conversational AI adoption and voice authentication coverage are rising as messaging ecosystems expand.
60%
60%+ of businesses intend to use conversational AI in customer service by 2026
83%
83% of enterprises expect conversational AI to be incorporated into their customer experience in the next 24 months (sur
98%
STIR/SHAKEN adoption reached 98% coverage of voice traffic in the U.S. by mid-2022 (FCC/industry status)
source-verifiedgartner.com · g2.com · fcc.gov2026
Reference
Cite This Report
This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.
APA
Christopher Morgan. (2026, February 13). Messaging Industry Statistics. Gitnux. https://gitnux.org/messaging-industry-statistics
MLA
Christopher Morgan. "Messaging Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/messaging-industry-statistics.
Chicago
Christopher Morgan. 2026. "Messaging Industry Statistics." Gitnux. https://gitnux.org/messaging-industry-statistics.
Sources & references
26 datasets cited across this report
+7 additional datasets cited (not shown individually)