About “The AI Production Paradox” research

Sinch fielded this industry survey in January 2026. The survey consisted of 2,527 enterprise decision-makers from across six industries: financial services, healthcare, retail, telecommunications, technology, and professional services.

All respondents hold Director, VP, or C-suite roles at organizations with 1,000 or more employees actively working on AI communications strategy. Organizations not deploying or planning to deploy AI in customer communications were screened out.

Business impact figures are self-reported organizational estimates, directional rather than audited. Percentages are rounded to the nearest whole number. As a result, totals may not always sum to 100%. All other findings are based on reported organizational practices and attitudes at the time of survey. Sinch commissioned this research but did not direct the analysis or findings.