The number of users accessing messaging chatbots through Rich Communication Services (RCS) and Over-The-Top (OTT) platforms such as WhatsApp is projected to grow 88 per cent over the next five years, reaching almost 1.9 billion by 2030.
This is according to a new study by Juniper Research, a global technology research firm, which identified the growing use of rich media messaging as a major driver of the conversational artificial intelligence market.
The firm estimates that fewer than one billion users will access messaging chatbots through RCS and OTT channels in 2026, with the figure expected to rise to almost 1.9 billion by 2030.
RCS is projected to record the fastest growth, with the number of users accessing chatbots through the channel expected to increase more than eightfold, from 64 million in 2026 to 519 million by 2030.
Juniper Research attributed the expected expansion partly to Apple’s support for RCS on iOS devices, introduced in 2024, which has significantly widened the technology’s potential user base.
Peter Boyland, principal analyst at Juniper Research, said Apple’s adoption had strengthened the position of RCS after years of relatively slow development.
“While the development of RCS has been historically slow, its role has strengthened following Apple’s support for the protocol. This has significantly expanded its addressable base, especially in the US,” Boyland said.
Meanwhile, OTT messaging platforms such as WhatsApp are projected to record 45 per cent growth in chatbot users over the same period.
Juniper Research expects OTT growth to be supported by increasing connections between mobile operators and Google’s RCS service, as well as growing interest among enterprises in rich media campaign management tools.
The research firm, however, noted that the rapid expansion of RCS does not necessarily translate into immediate revenue growth, as operators may need to achieve sufficient traffic volumes before RCS messaging becomes billable at scale.
The projections point to a growing role for messaging platforms in the delivery of AI-powered customer services, as businesses increasingly deploy chatbots through channels capable of supporting interactive and rich media content.
