{"id":185100,"date":"2026-05-06T13:25:05","date_gmt":"2026-05-06T13:25:05","guid":{"rendered":"https:\/\/sinch.com\/?post_type=ai-prod-chapter&#038;p=185100"},"modified":"2026-05-13T08:30:15","modified_gmt":"2026-05-13T08:30:15","slug":"infrastructure-importance","status":"publish","type":"ai-prod-chapter","link":"https:\/\/sinch.com\/de\/ai-production-paradox\/chapter\/infrastructure-importance\/","title":{"rendered":"Infrastructure is where the race gets decided"},"content":{"rendered":"    <section data-content-type=\"hub\"  class=\"section section-hub-py bg-light-subtle\" data-theme=\"dark\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                    \r\n                                    <h3 class=\"h4 mb-0\">The infrastructure gap<\/h3>                                <\/div>\r\n                            \r\n                            <div class=\"content-body text-body-color\"><p><b>The correlation between infrastructure satisfaction and AI deployment confidence is 0.52 <\/b>\u2013 the strongest relationship across 4,656 variable pairs analyzed in this study. Put simply: How an organization feels about its communications infrastructure is a better predictor of AI success than its investment level, guardrail maturity, or how long it has been deploying AI.&nbsp;<\/p><p class=\"mb-0\">Yet despite 87% rating high-performance communications infrastructure as essential or very important, most organizations say their current provider falls short in at least one meaningful area. 42% report insufficient reliability, 37% cite limited multi-channel capabilities, and 32% mention lack of AI platform integrations. <b>The gap between what enterprises need and what they currently have is where most of the findings in this report originate. <\/b><\/p><\/div>                        <\/div>\r\n                    \r\n                                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                                                            <div>\r\n                                    \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-light\" data-theme=\"dark\">\r\n                        <div class=\"h3 counter\">87%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of enterprises rate high-performance communications infrastructure as essential or very important to their AI strategy. (Sinch, 2026) <\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-light\" data-theme=\"dark\">\r\n                        <div class=\"h3 counter\">42%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of respondents report insufficient reliability for AI at scale from their current provider. (Sinch, 2026) <\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-light\" data-theme=\"dark\">\r\n                        <div class=\"h3 counter\">37%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of respondents cite limited multi-channel capability from their current provider. (Sinch, 2026) <\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-light\" data-theme=\"dark\">\r\n                        <div class=\"h3 counter\">32%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of respondents report a lack of AI platform integrations from their current provider. 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The industry has voted with its budgets: <a href=\"https:\/\/sinch.com\/blog\/leadership-mandate-customer-communications\/\" target=\"_blank\" rel=\"noopener noreferrer\">Governance is the priority<\/a>.<\/p><p>But our data shows this isn\u2019t enough. 74% of organizations that reached production have still shut down or rolled back an agent. Among the most governed programs \u2013 the ones investing most heavily in safety \u2013 the rate is 81%.&nbsp;<\/p><p>Ironically, the area enterprises invest in most is also what blocks them most. 37% of respondents name trust, security, and governance as the single biggest barrier to AI business impact. Something structural isn&#8217;t working. <\/p><p class=\"mb-0\"><small>Sinch data (2026) shows trust, security, and compliance is the #1 spending category in AI programs globally.<\/small>&nbsp;<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"dark\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10\">\r\n                        \n\t<div class=\"custom-video\">\r\n\t\t\t\t\t<div class=\"row g-0 justify-content-center\">\r\n\t\t\t\t<div class=\"col-lg-7\"  style=\"max-width: calc((98dvh - var(--header-scrolled-height)) * 0.5625)\">\r\n\t\t\t\t\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  iframe-responsive-9x16\">\r\n                <a href=\"https:\/\/vimeo.com\/1189981115\/f2bef00619\" class=\"lazy-video-link\" data-lazy-video=\"1189981115?h=f2bef00619\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"vimeo\" data-language=\"de\" data-thumb=\"https:\/\/i.vimeocdn.com\/video\/2156643058-f7f7d7923f0fd323103d110ebfd88482cbc0d7fdc55206bb16601f525d8d84ac-d_1280?region=us\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/i.vimeocdn.com\/video\/2156643058-f7f7d7923f0fd323103d110ebfd88482cbc0d7fdc55206bb16601f525d8d84ac-d_1280?region=us\" alt=\"The AI Paradox - Anton Efimenko\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/vimeo.com\/1189981115\/f2bef00619#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/i.vimeocdn.com\/video\/2156643058-f7f7d7923f0fd323103d110ebfd88482cbc0d7fdc55206bb16601f525d8d84ac-d_1280?region=us\",\n    \"embedUrl\": \"https:\/\/player.vimeo.com\/video\/1189981115?h=f2bef00619\",\n    \"contentUrl\": \"https:\/\/vimeo.com\/1189981115\/f2bef00619\",\n    \"name\": \"The AI Paradox - Anton Efimenko\",\n    \"uploadDate\": \"2026-05-06T23:50:07+00:00\",\n    \"duration\": \"P0DT0H0M47S\"\n}        <\/script>\r\n        \t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n\t\t\r\n\t\t\t<\/div>\r\n\r\n\t\r\n\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">The cause lies below the surface<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>The issue isn&#8217;t how much is being spent. It&#8217;s where the money is going. <b>84% of engineering teams spend at least half their time building guardrails from scratch<\/b> \u2013 many of which should be provided by a native platform. Every dollar going there is a dollar treating a symptom rather than the cause.&nbsp;<\/p><p class=\"mb-0\">For many of those failures, the root cause is one layer below. Our research shows that <b>more than half of enterprises (55%) are custom-engineering the ability to preserve customer context<\/b> when someone switches channels \u2013 from chat to voice, from WhatsApp to a phone call \u2013 because their platform doesn&#8217;t provide it natively. When a customer has to repeat themselves to an AI agent, they&#8217;re not experiencing a model failure. They&#8217;re experiencing the infrastructure gap directly, and it&#8217;s your brand that pays the price. <\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"dark\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n\t<div class=\"custom-video\">\r\n\t\t\t\t\t<div class=\"row g-0 justify-content-center\">\r\n\t\t\t\t<div class=\"col-lg-7\"  style=\"max-width: calc((98dvh - var(--header-scrolled-height)) * 0.5625)\">\r\n\t\t\t\t\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  iframe-responsive-9x16\">\r\n                <a href=\"https:\/\/vimeo.com\/1189674457\/3c0ca8350e\" class=\"lazy-video-link\" data-lazy-video=\"1189674457?h=3c0ca8350e\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"vimeo\" data-language=\"de\" data-thumb=\"https:\/\/i.vimeocdn.com\/video\/2156469018-5b34df4d69f156abef4a236176ee3bbb00e8abc71e57a39919fb0258ca7bac95-d_1280?region=us\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/i.vimeocdn.com\/video\/2156469018-5b34df4d69f156abef4a236176ee3bbb00e8abc71e57a39919fb0258ca7bac95-d_1280?region=us\" alt=\"The AI Paradox - Robert Gerstmann 2\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/vimeo.com\/1189674457\/3c0ca8350e#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/i.vimeocdn.com\/video\/2156469018-5b34df4d69f156abef4a236176ee3bbb00e8abc71e57a39919fb0258ca7bac95-d_1280?region=us\",\n    \"embedUrl\": \"https:\/\/player.vimeo.com\/video\/1189674457?h=3c0ca8350e\",\n    \"contentUrl\": \"https:\/\/vimeo.com\/1189674457\/3c0ca8350e\",\n    \"name\": \"The AI Paradox - Robert Gerstmann 2\",\n    \"uploadDate\": \"2026-05-06T05:07:32+00:00\",\n    \"duration\": \"P0DT0H1M2S\"\n}        <\/script>\r\n        \t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n\t\t\r\n\t\t\t<\/div>\r\n\r\n\t\r\n\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">The market is already responding<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Enterprises haven&#8217;t fully articulated that diagnosis yet, but their behavior suggests they&#8217;ve felt it. <b>86% have had active or exploratory conversations with alternative providers<\/b> in the past 12 months, and only 4% have no plans to evaluate.&nbsp;<\/p><p>The two strongest triggers for switching providers confirm where the pain is. <b>91% of enterprises that have experienced a governance rollback have evaluated<\/b> or are actively evaluating a new communications provider. And organizations that rate high-performance infrastructure as a top strategic concern are twice as likely.&nbsp;<\/p><p class=\"mb-0\">The market isn&#8217;t necessarily shopping because it&#8217;s unhappy with a vendor. 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mt-lg-4\"><p>When asked to rank criteria for evaluating new communications providers to power agentic interactions, <b>reliability ranked first: 29% of respondents placed it top<\/b>, ahead of global reach and compliance capability (23%), and ease of integration (18%).&nbsp;<\/p><p>Security and trust and multichannel capabilities close the top five, ahead of pricing. In fact, pricing ranks eight out of the nine factors evaluated in the survey. <\/p><p class=\"mb-0\"><small>Sinch data (2026) reveals reliability and uptime is the most important factor for 29% of respondents.<\/small>&nbsp;<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py bg-body\" data-theme=\"dark\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                    \r\n                                    <h3 class=\"h4 mb-0\">The structural cost of building without a foundation<\/h3>                                <\/div>\r\n                            \r\n                            <div class=\"content-body text-body-color\"><p>Good security architecture doesn\u2019t ask whether to build controls like PII masking, rate limiting, and audit logging. It asks where. The right answer is both layers: platform-native first, with engineering teams adding controls on top. That\u2019s defense-in-depth.&nbsp;<\/p><p>Building without a foundation means engineering teams aren\u2019t making security decisions. Instead, they\u2019re filling gaps, reactively, on every new agent deployment and every new channel. But when a solid foundation exists, these teams are able to build intentional controls on top of something that holds.&nbsp;<\/p><p class=\"mb-0\">That\u2019s where the architectural question becomes a roadmap question. When platform-native controls exist, <b>engineering leaders can see what their team is actually building and assess what adds genuine protection<\/b>, and what\u2019s just reconstructing infrastructure the platform should already own. That determines whether engineering teams are building toward the next capability or just keeping the lights on. <\/p><\/div>                        <\/div>\r\n                    \r\n                                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                                                            <div>\r\n                                    \n    <div data-content-type=\"longform\" class=\"quote hub-quote longform-spacings d-flex flex-column rounded-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 shadow-sm bg-light\" data-theme=\"dark\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content content-body m-0 text-body-color\" id=\"quote-block-2c8e3d757955c3a4206fa6af1c09a1d9\">\r\n            &#8222;Every team needs to decide what controls belong at the platform layer and what their engineers should build on top, because the cost of building custom guardrails compounds over time, especially as the team moves through the product lifecycle. Each new agent, each new channel, each new deployment adds to the pile. And eventually you lose that momentum when it comes to outperforming on the market.&#8220;        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <div>\r\n                        <img decoding=\"async\" width=\"72\" height=\"72\" class=\"rounded-lg quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/05\/Anton-Efimenko.jpeg\" alt=\"Foto von Anton Efimenko\">\r\n                    <\/div>\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-2c8e3d757955c3a4206fa6af1c09a1d9\">\r\n                        Anton Efimenko                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">SVP, Software Engineering \u2022 Sinch<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n\r\n                                <\/div>\r\n                            \r\n                        <\/div>\r\n\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"dark\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10 text-center pb-4 pb-lg-0\">\r\n                        <img decoding=\"async\" width=\"648\" height=\"425\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/05\/SI-Bento-Takeaways.png\" class=\"img-fluid\" alt=\"Image for What to do with this\" sizes=\"(-webkit-min-device-pixel-ratio: 2) and (min-width: 1200px) 648px, (min-resolution: 2dppx) and (min-width: 1200px) 648px, (min-width: 1200px) 1296px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/05\/SI-Bento-Takeaways.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/05\/SI-Bento-Takeaways-300x197.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/05\/SI-Bento-Takeaways-1024x672.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/05\/SI-Bento-Takeaways-768x504.png 768w\" \/>                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">What to do with this<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>You\u2019ve seen the data. Now it\u2019s time to act on it. Three questions worth taking into your next leadership review:<\/p><p>\u2022 How much of your engineering team&#8217;s time is going toward building guardrails from scratch versus building the next customer experience?<\/p><p>\u2022&nbsp;If those guardrails fail in a live customer interaction, would you know before it becomes a trust problem? <\/p><p>\u2022 And is your communications provider built for what you&#8217;re planning to deploy in the next 12 months, or for what you shipped 18 months ago?&nbsp;<\/p><p class=\"mb-0\">The full findings of this report will help you determine what your priorities should be for the year ahead.&nbsp;<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  id=\"notify\" class=\"section section-hub-py bg-body\" data-theme=\"dark\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                    \r\n                                    <h3 class=\"h4 mb-0\">The full picture lands in June<\/h3>                                <\/div>\r\n                            \r\n                            <div class=\"content-body text-body-color\"><p><\/p><p>This is an early look at the findings from \u201cThe AI Production Paradox\u201d report. The full research \u2013 including regional cuts across North America, EMEA, APAC, and Latin America, vertical analysis, and cross-persona comparisons \u2013 will publish later in Q2. <\/p><p class=\"mb-0\">Come back in June to discover what enterprises have learned after shipping and what it actually takes to resolve the production paradox. Or drop your email below to get the findings directly in your inbox.<\/p><\/div>                        <\/div>\r\n                    \r\n                                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                                                            <div>\r\n                                    \n\r\n\t<div class=\"form-block longform-spacings\" data-theme=\"light\">\r\n\r\n\t\t<div class=\"form-block-container shadow-lg bg-light px-5 py-7 p-md-9\">\r\n\r\n\t\t\t\r\n\t\t\t\t<div class=\"marketing-cloud-form-container\">\r\n\r\n\t\t\t\t\t\r\n\r\n\t\t\t\t\t\r\n\t\t\t\t\t<iframe\r\n\t\t\t\t\t\tid=\"marketing-cloud-form\"\r\n\t\t\t\t\t\tclass=\"marketing-cloud-iframe\"\r\n\t\t\t\t\t\tdata-iframe-params=\"utm_source,utm_medium,utm_campaign,utm_term,utm_content,transid,gclid,intcmp,msclkid\"\r\n\t\t\t\t\t\tsrc=\"https:\/\/cloud.m.sinch.com\/sinchform1_0?referrer=https%3A%2F%2Fsinch.com%2Fde%2Fwp-json%2Fwp%2Fv2%2Fai-prod-chapter%2F185100&#038;lang=de&#038;theme=sinch.com\"\r\n\t\t\t\t\t\ttitle=\"Kontaktformular\"\r\n\t\t\t\t\t\tstyle=\"width: 100%;\">\r\n\t\t\t\t\t<\/iframe>\r\n\t\t\t\t<\/div>\r\n\r\n\r\n\t\t\t\t<!-- GOLDCAST Form Container -- Start -->\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\n\r\n                                <\/div>\r\n                            \r\n                        <\/div>\r\n\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"featured_media":185101,"template":"","meta":{"_acf_changed":true},"class_list":["post-185100","ai-prod-chapter","type-ai-prod-chapter","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Infrastructure Decides AI Success in Customer Communications - Sinch<\/title>\n<meta name=\"description\" content=\"Communications infrastructure satisfaction is the #1 predictor of AI deployment success \u2013 not AI spend or maturity. 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