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TechRadar
TechRadar
Craig Hale

'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

Daniel Morris
Man using voip headset talking to customer.
  • 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.

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