'The most advanced organizations aren’t failing less; they’re seeing failures sooner': Many firms are already having to roll back AI customer service tools

• Sinch challenges the idea that most companies are stuck in pilot mode when it comes to AI
• AI rollbacks are actually a sign of strong governance, not weak performance
• Investments in AI will continue to rise in 2026

According to new Sinch data, AI customer service deployments are already widespread but many organizations are struggling post-launch, with three in four (74%) having rolled back or shut down at least one of the AI communication agents they've deployed on governance grounds.

This comes as around three in five (62%) companies already have AI customer communications agents live in production.

With the data, Sinch argues against the common narrative that most enterprises are still stuck in pilot mode.

Enterprises continue to find issues with AI long after pilot stages

Instead, the report indicates that the biggest challenge is operational reliability once AI agents are actually deployed at scale. Sinch claims the higher...

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