Sinch Introduces Agentic Conversations to Scale AI-Powered Customer Engagement Across Global Channels

Sinch (publ) has also announced the launch of agentic conversations, which is a new capabilities set that aims to operationalize AI agents on communication channels worldwide. The addition allows enterprises to easily deploy and control intelligent AI agents on messaging, voice, and email channels.

With the rise of generative AI and the increasing popularity of digital experiences like voice, RCS, and messaging apps, enterprises are also moving towards agent-based engagement models. However, enterprises cannot simply rely on natural language interactions to scale AI agents. They require secure connectivity with backend infrastructure, as well as a robust infrastructure that can perform real-world actions, not just answer questions.

Agentic conversations fill this requirement by providing a flexible, secure, and open platform. Companies can adopt AI at their own pace and level of technical maturity. More importantly, Sinch does not lock in customers to a single agent paradigm, data framework, or ecosystem. Whether companies choose to create their own AI agents, use Sinch’s AI capabilities, integrate third-party agents, or partner with ecosystem partners, the platform offers the communications infrastructure necessary to deploy AI successfully in messaging, voice, and email APIs.

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“Our philosophy is simple: enterprises should be free to build with us or bring their own AI,” said Daniel Morris, Chief Product Officer at Sinch. “We do not believe in locking customers into a single agent model, proprietary data layer, or closed ecosystem. Whether businesses use Sinch’s AI capabilities, deploy their own agents, or work with trusted partners, we provide the communications and orchestration infrastructure that makes those agents operational across messaging, email, and voice.”

Building Enterprise-Ready AI Agent Infrastructure

Agentic conversations offers a one-stop toolkit for the deployment of AI agents, including Sinch Agent Builder, developer tools like Sinch Functions and Sinch Skills, and many more. The toolkit enables businesses to develop and manage AI agents that can work in any customer touchpoint.

The rise in AI engagement is also expected to increase the number of conversations that take place through messaging platforms, voice communications, and emails. However, handling all this traffic while ensuring trust, compliance, and service is not possible without carrier-grade infrastructure.

“Unlike standalone AI agent frameworks, Sinch provides the trusted communications layer that agents depend on to operate reliably across channels and markets. Sinch has long experience in carrier-grade routing, global number provisioning, regulatory compliance, identity verification, branded calling, deliverability optimization and fraud protection. That experience ensures agent-driven communications are secure, scalable, and ready for real-world deployment,” Daniel Morris said.

Powering the Next Phase of Conversational AI

Enterprise AI, powered assistants are becoming more than just help tools; they are now primarily those who engage customers. Hence, enterprises need to reconsider how they incorporate automation into their security, compliance, and contextual intelligence strategies. AI communication will be efficient if not only the models are intelligent but also the infrastructure is strongagents are provided with secure and easy data access as well as contextual awareness and channel flexibility.

By agentic conversations, Sinch sees itself as a key enabler of enterprise conversational AI. On the one hand, the company offers open architecture; on the other hand, it combines it with carrier, grade communications capabilities. In this way, the company helps its customers to extend the use of AI agents from one market to another and from one channel to multiple channels and use cases by ensuring that none of these changes will come at the expense of flexibility or control.

Hosting agentic AI that is supported by a powerful global communications network would be essential for enterprises to differentiate themselves in the market when they adopt a modernized customer engagement approach. Sinchs new platform release makes it clear that the secure and scalable orchestration of AI is still the most important factor that determines whether AI innovations will result in business gains.