Sinch AI Production Paradox Report
Analysis based on 6 articles · First reported May 13, 2026 · Last updated May 13, 2026
The report by Sinch highlights significant challenges in AI customer communications, with 74% of enterprises rolling back agents due to governance failures. This suggests a growing market need for robust communications infrastructure, potentially benefiting companies like Sinch that offer such solutions, while also indicating potential risks for enterprises heavily investing in AI without adequate infrastructure.
Sinch announced findings from its global research report, 'The AI Production Paradox', revealing that 74% of enterprises have rolled back or shut down AI customer communications agents due to governance failures, with this rate increasing to 81% among organizations with mature guardrails. The study, conducted by Sinch in collaboration with an independent research institute between January and February 2026, surveyed 2,527 senior decision makers across 10 countries including the United States, United Kingdom, Australia, Brazil, Germany, France, India, Singapore, Mexico, and Canada. Daniel J. Morrison, CPO at Sinch, noted that engineering teams are spending significant time on safety systems that communications infrastructure should provide. The research indicates that while 98% of enterprises are increasing AI investments, governance alone is not solving the problem, and communications infrastructure satisfaction is the strongest predictor of successful AI deployment.
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