India, Oct. 22 -- An enterprise can deliver a message successfully and still leave the customer's problem unresolved. As businesses adopt AI-led engagement, the expectation is shifting towards conversations that understand a request, retain context, and continue across channels without making customers start again. Authentication is facing a parallel transition, with network-based verification offering alternatives to entering a one-time password.

For Route Mobile, these changes present both an opportunity and a challenge. The company wants to sell more sophisticated engagement and identity services while protecting the SMS business that continues to contribute substantially to revenue.

In an interaction with Dataquest, Tushar Agnihotri...