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AI Agents for Customer Experience Platforms Market 2025-2030: Market Trends and Strategies

Publisher Juniper Research
Published Dec 08, 2025
Length 45 Pages
SKU # JNRH20635608

Description

This market study assesses the AI Agents for Customer Experience Platforms landscape in detail; assessing the key factors driving market growth, such as technological and infrastructure advancements, MCP and A2A adoption, and the declining cost of AI agent deployment which will allow enterprises to scale.

It provides strategic recommendations into how AI agent vendors can increase enterprise adoption, including which industries to prioritise. Moreover, it covers key challenges facing the AI agents’ market, including demonstrating clear return on investment, data fragmentation, market regulations, an increasing the self-serviceability of AI agents. It also provides recommendations for AI agent vendors on how to capitalise on enterprise adoption of AI agents over the next year.

The report also includes a Country Readiness Index, which identifies the key countries to focus on for expansion in the AI agents for customer experience platforms space. It categorises countries as a Focus, Growth, Saturated, or Developing market; based on the country’s readiness to adopt AI agents. Considerations include whether a market has the infrastructure in place to support the scaling of AI agents, and consumer readiness to interact with AI agents.

Please note: the online download version of this report is for a global site license.

Table of Contents

45 Pages
1. Key Takeaways & Strategic Recommendations
1.1 Key Takeaways
1.2 Strategic Recommendations
2. Future Market Outlook
2.1 Introduction to AI Agents in Communications
Figure 2.1: Timeline of Automation Within Communications
2.1.1 Market Overview
Figure 2.2: Total Revenue from AI Agents in Communications ($m), Split by 8 Key Regions, 2025-2030
i. MCP Protocol Accelerates Building of AI Agent Use Cases
Figure 2.3: Integration of AI Agents With External Tools, Before and With MCP
ii. Protocols for AI Agent Commerce
iii. Emergence of AI Agent Marketplaces and the A2A Protocol
iv. RL Environments Enable Increased Agent Performance Over Time
v. AI Agent Scaling Coinciding With RCS Business Messaging Growth
Figure 2.4: Mobile Network Operator (MNO) Revenue from Account-to-Person (A2P) RCS Traffic ($m), Split by 8 Key Regions, 2025-2030
vi. AI Agent Advancements
Figure 2.5: Statistics on Voice for Customer Service
Figure 2.6: Orchestration Agent Overview
vii. Expansion of Cloud Infrastructure
Figure 2.7: Businesses in the OECD Purchasing Cloud Computing Services: Hosting of Databases (%), 2014-2024
viii. Convergence of Network APIs With AI Agent Systems
2.1.2 AI Agent Use Cases in Customer Experience
i. Customer Support
Figure 2.8: Example of an AI Agent Anticipating Why the Customer is Reaching Out
ii. Marketing & Commerce
Figure 2.9: Agentic Commerce Transaction Flow
2.1.3 Market Challenges
i. Ensuring Clear ROI for Enterprises
ii. Legacy Systems
iii. Quality of Data
iv. Market Regulations
v. Fraud & Security Risks
vi. Self-serviceability of AI Agents
Figure 2.10: Roadmap to AI Agent Adoption for Enterprise Communications
2.1.4 Monetisation
3. Country Readiness Index
3.1 Introduction to Country Readiness Index
Figure 3.1: Juniper Research Country Readiness Index Regional Definitions
Table 3.2: Juniper Research Country Readiness Index Scoring Criteria: AI Agents for Customer Experience Platforms
Figure 3.3: Juniper Research Country Readiness Index: AI Agents for Customer Experience
Table 3.4: Juniper Research AI Agents for Customer Experience Country Readiness Index: Market Segments
3.2 Focus Markets
i. AI Regulations and Enforcement in Focus Markets Support Innovation and Growth
Table 3.5: Examples of AI Laws and Regulations That Have Been Implemented
ii. Investment in Infrastructure Will Support AI Agent Development and Adoption
Figure 3.6: Proportion of Businesses That Have Adopted AI Agents for Communications in 2025 (%), Split by Country Categories Based on 5G Penetration
3.3 Growth Markets
i. Limited 5G Infrastructure Impacts Market Readiness
ii. Low Internet and Smartphone Penetration Influences Customer Readiness
Figure 3.7: Internet Penetration in 2025 (%), Split by Growth and Focus Markets, 2025-2027
iii. Data Infrastructure Will Enable Scaling of AI Agents in Communications
3.4 Saturated Markets
i. Saturated Markets Are Smaller With Fewer B2C Enterprises
ii. Average Enterprise Spend on AI Agents Will be Lower, Owing to Automation of Fewer Customer Interactions
3.5 Developing Markets
i. Lower Concentration of Connected Data Centres Will Limit AI Agent Scaling
ii. Limited AI Guidelines and Weaker Enforcement Impacts Enterprise Trust in AI
Figure 3.8: Proportion of Businesses That Have Adopted AI Agents in 2025 (%), Split by Countries Which Scored a 5 for Market Regulations (‘High’) and Those Which Scored a 1 (‘Low’)
iii. Slower Development of Supportive Infrastructure
Table 3.9: Juniper Research Country Readiness Index Heatmap: North America
Table 3.10: Juniper Research Country Readiness Index Heatmap: Latin America
Table 3.11: Juniper Research Country Readiness Index Heatmap: West Europe
Table 3.12: Juniper Research Country Readiness Index Heatmap: Central & East Europe
Table 3.13: Juniper Research Country Readiness Index Heatmap: Far East & China
Table 3.14: Juniper Research Country Readiness Index Heatmap: Indian Subcontinent
Table 3.15: Juniper Research Country Readiness Index Heatmap: Rest of Asia Pacific
Table 3.16: Juniper Research Country Readiness Index Heatmap: Africa & Middle East

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