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Sinch research reveals 74% of enterprises have rolled back live AI customer communications agents
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.
About this update from Sinch Ab
[{"type":"text","content":"STOCKHOLM, May 13, 2026 /PRNewswire/ -- 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.","length":375,"tagName":"p"},{"type":"text","content":"The study is based on an independent survey of 2,527 senior decision makers across 10 countries and six industries and reflects industry conditions across the enterprise market broadly. It challenges the prevailing narrative that enterprises are stuck in pilot phases, finding instead that, in customer communications, 62% already have AI agents live in production but are encountering systemic failures after deployment. At the same time, 98% of enterprises report increasing investment in AI communications in 2026.","length":517,"tagName":"p"},{"type":"text","content":"While industry discourse has focused on getting AI into production, the research shows that deployment is no longer the primary barrier in customer communications. The challenge has shifted to maintaining performance, reliability and control once AI is live.","length":258,"tagName":"p"},{"type":"text","content":""The industry has assumed that better governance leads to better outcomes. But that's not enough: If governance was the fix, the most mature teams would roll back less, not more. Our data points to a deeper issue. Engineering teams are spending most of their time building and maintaining safety systems, a lot of which their communications infrastructure should be providing, instead of focusing on improving the customer experience. That's the guardrail tax that slows organizations down," said Daniel Morris, CPO at Sinch. ","length":543,"tagName":"p"},{"type":"text","content":"Rollback rates reach 81% among organizations with the most mature governance frameworks, higher than the overall average, suggesting better monitoring allows them to identify failures other organizations are missing. Meanwhile, Sinch research found enterprises invest more in trust, security and compliance (76%) than in AI development itself (63%), making this the number one investment category in AI programs.","length":417,"tagName":"p"},{"typ...