Sinch and the invisible infrastructure – how RCS and AI are rewriting the rules of business communication
Robert Gerstmann, Co-Founder and Chief Evangelist at Sinch, has an unusual measure of success for infrastructure:
The best outcome for us is that we're invisible, because that means everything works.
Sinch handles around 900 billion business-critical interactions a year – it could be the one-time password that arrives on your phone, the appointment reminder, the airline message that let you rebook without calling anyone. None of that is something users notice, which is the idea.
Something is changing in how that infrastructure has to work, however. In a recent video call, Gerstmann sees two independent shifts converging at the same time, and he thinks the combination is as significant as SMS going mainstream.
What the combination means, and what is changing
The first shift is in the messaging channel. SMS has been the dominant outbound channel for businesses for roughly 25 years – functional, reliable, and one-way. Businesses send –...
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