74 pc of companies reverse AI customer agents after rollout: Sinch

76 pc organisations are investing more in trust, security, and compliance than in artificial intelligence development itself by 63 pc

A new analysis from Sinch, a Sweden-based cloud communications and customer engagement company, reveals that 74 pc of companies using artificial intelligence- powered customer engagement systems have rolled back or shut down live artificial intelligence agents owing to governance problems, with the majority of companies experiencing operational difficulties post-launch.

As many as 74 pc of enterprises have rolled back or shut down artificial intelligence- powered customer communication agents after deployment because of governance failures, highlighting increasing challenges in keeping artificial intelligence systems up and running once they go live.

These are some of the findings of a study by Sinch, a Stockholm-based communications platform company, which published a global study on Tuesday.

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In a press statement, Sinch says that businesses with the most sophisticated governance frameworks have rollback rates as high as 81 pc, above the general average, showing that greater monitoring allows them to uncover failures that other businesses are missing. It adds that 76 pc organisations are investing more in trust, security, and compliance than in artificial intelligence development itself by 63 pc, making these areas the number one investment category in artificial intelligence projects.

Daniel Morris

“The industry has assumed that better governance leads to better outcomes but that is 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 is the guardrail tax that slows organizations down,” says Daniel Morris, CPO, Sinch.

“The most advanced organizations are not failing less; they are seeing failures sooner. Higher rollback rates reflect better monitoring and control, not weaker performance,” adds Morris.

According to the statement, the study is based on an independent survey of 2,527 senior decision-makers in 10 countries and six industries and reflects industry circumstances broadly across the corporate market. It contradicts the narrative that businesses are locked in pilot phases, revealing that in customer communications, 62 pc already have artificial intelligence agents live in production but are seeing systemic issues after deployment. Meanwhile, 98 pc of firms said they are expanding investment in artificial intelligence communications in 2026.