CX INSIGHT
Sinch Sees Future According to Sinch 2026 predictions, AI (artificial intelligence) agents, voice technology, and conversational messaging will converge to drive a fivefold increase in customer interactions, with smarter systems, data flows, and security layers redefining how brands connect with consumers worldwide.
Daniel Morris, Chief Product Officer at Sinch states, “Our predictions aren’t theory, they’re grounded in real data and billions of live conversations…AI is no longer just transforming technology; it’s transforming digital communication itself. In 2026, every conversation will be smarter, faster, and more human. The brands that embrace this shift will turn it into a powerful growth engine.” Sinch’s top 8 predictions for 2026: 1 AI agents spark an explosion in conversation volume and opportunity With AI agents able to communicate directly with each other, new data and workflow architectures will be required to manage billions of parallel, context-aware exchanges. 2 AI agents will evolve from simple cost savers to growth engines Every customer interaction becomes a source of insight and potential revenue, with up to 30% higher order value from post-resolution upsells handled by AI. 3 Voice AI is preferred for complex conversations Real-time intent recognition and contextual memory delivers a more human experience that consumers will prefer for complex issue resolution. 4 Conversational messaging will redefine customer expectations SMS remains critical for reach and verification, but channels like RCS
and WhatsApp will transform single interactions into two-way conversational experiences. 5 Connected customer journeys will unlock loyalty and long-term value Customers will expect seamless transitions between devices and channels, with synchronised context carried across every touchpoint. 6 Regionalised communication strategies WhatsApp dominates B2C messaging in Brazil and India, RCS grows in North America, and super apps lead Asia, all requiring region-aware, compliant global strategies. 7 Verified and secure communications define the future of brand trust Unverified content such as deepfake or voice spoofing will be filtered out before it reaches the user with frictionless authentication. 8 Tomorrow’s intelligent inboxes will reinvent email Intelligent inboxes will prioritise verified, contextually relevant messages and siphon away the generic, untrusted messages. n
Daniel Morris Chief Product Officer
sinch.com
For the full Sinch Predictions 2026 report, visit Sinch predicts
ucadvanced.com
33
Powered by FlippingBook