GET MORE FROM CONVERSATIONS

Smarter, faster customer interactions start here

Smart Conversations (available through the Sinch Conversation API) is an AI-powered toolkit that helps businesses automate, understand, and secure every customer interaction in real time across any channel and in 100+ languages. Instantly detect intent, sentiment, PII, and more as soon as a message comes in, so you can route it faster, stay compliant, and keep agents supported.

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WHY USE SMART CONVERSATIONS 

AI that analyzes, interprets, and responds to customer messages

Smart Conversations is an advanced plug-and-play feature suite for Sinch Conversation API. Six integrated AI features analyze every incoming message and deliver structured insights through a single webhook and without extra vendors or heavy setup.

Faster customer routing

Real-time intent and sentiment detection moves urgent or frustrated customers to live agents while chatbots handle quick questions.

Built-in compliance 

Automatic PII Masking spots and redacts sensitive information like credit card numbers to help you stay aligned with PCI DSS and GDPR requirements.

Multilingual at scale

One language-agnostic model works in 100+ languages—including mixed dialects—so you can support customers everywhere, without extra language tools. 
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AUTOMATE SMARTER 

Work faster with real-time insights

Smart Conversations instantly analyzes intent, sentiment, and urgency, giving you the power to focus on priority issues and speed up resolution times without adding headcount. 

  • Detect intent and sentiment in milliseconds 

  • Route complex inquiries or frustrated customers directly to agents 

  • Let chatbots handle routine questions automatically 

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STAY COMPLIANT 

Keep every conversation safe and compliant by default 

PII Masking automatically finds and redacts sensitive details like credit card numbers or account IDs. That means less manual work for your team and less risk for your business, all while meeting PCI DSS and GDPR requirements. 

  • Redact sensitive data before storage 

  • Reduce compliance overhead and risk 

  • Build customer trust and protect your brand 

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PROTECT AGENTS 

Keep your team safe from abusive messages 

The Offensive Content Checker flags harassment or profanity in seconds, triggering automated actions that shield staff and maintain a respectful workspace. 

  • Instantly detect abusive language 

  • Auto-mute, warn, or escalate as needed 

  • Support agent well-being and retention 

REAL-WORLD USE CASES 

Where Smart Conversations makes an impact 

Intelligent support automation 

AI detects intent and sentiment, letting chatbots resolve simple issues while urgent or complex queries go straight to live agents—boosting customer satisfaction and cutting wait times. 

Compliance and agent safety 

PII Masking removes sensitive data and Offensive Content Checker flags abuse in real time, keeping records clean and creating a safer workspace. 

Multimodal customer support 

Convert voice notes to text and extract data from images so agents can search transcripts and verified IDs without switching systems. 

Real-time ID verification 

Image Comprehension Engine reads documents like driver’s licenses or passports on the spot, making onboarding easy and reducing fraud during high-value transactions. 

FEATURES THAT JUST WORK 

Six integrated AI features. One simple API. 

Natural Language Understanding (NLU) 

Detects user intent for context-aware chatbot handoffs and smarter routing. 

Sentiment analysis 

Recognizes customer emotion so teams can prioritize complex or urgent conversations. 


PII masking 

Automatically redacts sensitive personal data, supporting PCI DSS and GDPR compliance. 


Offensive content checker

Flags abusive or inappropriate language, so you can take immediate action and protect agents. 


Speech-to-text transcription 

Turns voice messages into searchable text for faster responses and better records.

Image comprehension engine

Extracts structured data from images for ID verification and onboarding.

Real-time analysis

All six features work together in Conversation API, giving you insights through one webhook. 


Language support

Works across 100+ languages—including mixed dialects—so global teams can serve every customer. 


Smart Conversations – Frequently Asked Questions

Smart Conversations is an AI-powered feature suite for Sinch Conversation API that automates, understands, and secures customer interactions in real time across any messaging channel and in 100+ languages. 

Smart Conversations is trained on real-world messaging data, offering higher accuracy across 100+ languages. It offers six integrated capabilities in one API, reducing vendor overhead. 

It’s quick and simple. Turn on the feature in the Sinch dashboard and receive insights through your existing Conversation API webhook. 

Yes. The language-agnostic models support over 100 languages and mixed dialects for consistent performance worldwide. 

Chatlayer is a full chatbot solution. Smart Conversations is an AI feature suite you add to your own solution or existing chatbot for deeper insights across every channel. 

Turn on the features you need, let the AI analyze messages in real time, and get structured insights, like sentiment or PII presence, through a single webhook. 

You’ll need a Sinch account and an active Sinch Conversation API setup to activate Smart Conversations. 

The PII Masking feature helps businesses meet data privacy regulations like PCI DSS and GDPR by automatically detecting and redacting sensitive information. 

Visit the Sinch Community Page or watch the demo video to see Smart Conversations in action. 

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