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Beyond SMS: How AI is changing way Indian businesses reach customers

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Beyond SMS: How AI is changing way Indian businesses reach customers

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At IMC 2026, Authkey and Airtel showcased platforms combining SMS, WhatsApp, RCS and AI as businesses shift from one-way notifications to automated customer conversations

Sweta Kumari New Delhi 6 min read Last Updated : Oct 09 2026 | 1:43 PM IST

India's enterprise communications market is moving beyond conventional short message services (SMS) and one-way notifications as businesses use WhatsApp, Rich Communication Services (RCS), voice and artificial intelligence (AI) to interact with customers. At India Mobile Congress (IMC) 2026, this shift was visible in the way companies are building platforms that combine multiple communication channels with tools to manage customer responses, qualify leads and automate routine interactions.

One of the companies showcasing this approach was Authkey.io, an India-based communications platform that is bringing messaging, customer conversations and AI-led automation onto a single platform.

Communications Platform as a Service (CPaaS) allows businesses to integrate communication services such as SMS, WhatsApp, voice, email and RCS into their applications and workflows through application programming interfaces (APIs). Instead of developing and maintaining separate infrastructure for each communication channel, businesses can use a CPaaS provider to manage these services through a common platform.

The market has moved beyond sending messages. Businesses now want to receive responses, manage conversations across channels and automate parts of customer interactions. This is where AI is becoming part of the CPaaS stack.

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