Sinch research reveals 74% of enterprises have rolled back live AI customer communications agents

Stockholm, May 13, 2026 – Sinch AB (publ) today announced findings from its new global research report, The AI Production Paradox, revealing that 74% of enterprises have already rolled back or shut down an AI customer communications agent after deployment due to a governance failure. That rate increases to 81% among organizations with fully mature guardrails.

For more information, please contact:
Fredrik Hallstan
Director Corporate Communications x
Mobile: +46 761 15 38 30
E-mail: fredrik.hallstan@sinch.com

Mia Nordlander
SVP Investor Relations & Sustainability
Mobile: +46 73 511 53 95
E-mail: mia.nordlander@sinch.com

About Sinch
Sinch's vision is to connect every business with every customer, everywhere in the world. As the intelligent communications infrastructure for the AI era, Sinch powers over 900 billion customer interactions annually for more than 200,000 customers globally. Leading global enterprises and AI innovators rely on Sinch to strengthen customer relationships and deliver seamless experiences across messaging, email, and voice. Profitable since its founding in 2008, Sinch generated net sales of USD 3 billion (SEK27 billion) in 2025 and has over 4,000 Sinchers in 60 countries, with headquarters in Stockholm. Sinch is listed on Nasdaq Stockholm (XSTO: SINCH). Visit us at sinch.com. 

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