74% of Firms Rolled Back AI Customer Agents, Sinch Survey Finds on May 13

According to Sinch, a survey released on May 13 of 2,527 senior enterprise decision-makers across 10 countries found that 74% had rolled back or shut down a live AI customer communications agent. The study, conducted between January and February 2026, revealed governance and reliability issues prompted the reversals.

Of respondents, 62% already had AI agents in production, while 81% of organizations with mature governance frameworks reported rollbacks. The company noted 98% of firms plan to raise AI communications spending in 2026, with roughly three-quarters prioritizing trust, security, and compliance over AI development.