{"id":199040,"date":"2026-07-27T03:43:22","date_gmt":"2026-07-27T03:43:22","guid":{"rendered":"https:\/\/sinch.com\/blog\/ki-einzelhandel-kundenkommunikation\/"},"modified":"2026-09-09T04:17:01","modified_gmt":"2026-09-09T04:17:01","slug":"ki-einzelhandel-kundenkommunikation","status":"publish","type":"blog","link":"https:\/\/sinch.com\/de\/blog\/ki-einzelhandel-kundenkommunikation\/","title":{"rendered":"Einzelhandels-KI skaliert auf einem Fundament, das das Vertrauen der Kunden gef\u00e4hrdet"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">A customer gets an SMS: Their order&#8217;s been delayed. But when they open the chatbot the retailer built to help, it tells them, confidently, that the package shipped yesterday. Reluctantly, they call customer service, where a voice agent asks them for their order number, as if the chatbot conversation never happened. By the time they reach a human, they&#8217;ve stopped trusting anything the brand says.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/sinch.com\/de\/blog\/ki-chatbot-ausfaelle\/\">This is the failure retail didn&#8217;t plan for.<\/a><strong> Retail&#8217;s whole case for AI rests on one thing: knowing the customer well enough to keep them. <\/strong>But the same intimacy that makes an AI agent valuable is also what makes its failures so expensive. \u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">As part of Sinch&#8217;s new report, the<a href=\"https:\/\/sinch.com\/de\/ai-production-paradox\/\"> AI Production Paradox<\/a>, we surveyed over 400 retail leaders across 10 regions to find out what their AI goals are and what challenges they\u2019re facing in their journey to deployment, and beyond. It turns out, the industry is learning the lesson the hard way.<\/p>\n    <div data-content-type=\"longform\" class=\"longform-spacings\">\r\n        <div class=\"cta bg-primary rounded-lg px-5 py-6 p-md-7 px-md-6\">\r\n                    <div class=\"form-subscription\">\r\n                            <div class=\"h4 mb-3\">\r\n                    AI in production, not in demos. One sharp read a month, straight to your inbox.                <\/div>\r\n                                    <form accept-charset=\"UTF-8\" action=\"\" enctype=\"multipart\/form-data\" data-form-subscription method=\"POST\" style=\"max-width: 400px;\">\r\n                <div class=\"row justify-content-between align-items-top g-2\">\r\n                    <div class=\"col-10\">\r\n                        <input type=\"email\" name=\"email\" class=\"form-control\" placeholder=\"Email\" autocomplete=\"email\" required>\r\n                        <div data-fs=\"error\" role=\"alert\" class=\"invalid-feedback\">\r\n                            Bitte f\u00fcllen Sie dieses Pflichtfeld aus.                        <\/div>\r\n                    <\/div>\r\n                                            <div class=\"col-12 order-last mt-3 fs-xxs\" data-fs=\"acceptance\" style=\"display:none;\">\r\n                            \r\n                                <div class=\"form-check\">\r\n                                    <input id=\"formSubscriptionAcceptance-terms-8280\" class=\"form-check-input\"\r\n                                        type=\"checkbox\" name=\"terms\">\r\n                                    <label for=\"formSubscriptionAcceptance-terms-8280\" class=\"form-check-label text-body-color\">\r\n                                        Ich habe die Nutzungsbedingungen gelesen und stimme ihnen zu.                                        <span class=\"hs-form-required\">*<\/span>\r\n                                    <\/label>\r\n                                <\/div>\r\n\r\n                            \r\n                                <div class=\"form-check\">\r\n                                    <input id=\"formSubscriptionAcceptance-privacy-1158\" class=\"form-check-input\"\r\n                                        type=\"checkbox\" name=\"privacy\">\r\n                                    <label for=\"formSubscriptionAcceptance-privacy-1158\" class=\"form-check-label text-body-color\">\r\n                                        Ich habe die Datenschutzerkl\u00e4rung gelesen und stimme ihr zu.                                        <span class=\"hs-form-required\">*<\/span>\r\n                                    <\/label>\r\n                                <\/div>\r\n\r\n                                                    <\/div>\r\n                    \r\n                                            <div class=\"col-12 order-last fs-xxs mb-0 mt-2 text-body-color\">\r\n                            Send me the In Production newsletter. I expressly agree to receive editorial communications from Sinch and know that I can easily unsubscribe at any time.                        <\/div>\r\n                    \r\n                    <div class=\"col-2\">\r\n                        <button type=\"submit\" value=\"Submit\" aria-label=\"Best\u00e4tigen\" class=\"btn btn-secondary btn-icon\">\r\n                            <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/layout\/chevron-right.svg\"><\/svg>\r\n                        <\/button>\r\n                    <\/div>\r\n                <\/div>\r\n\r\n                <input type=\"hidden\" name=\"formSubscriptionRecaptchaToken\" data-fs=\"recaptcha-token\">\r\n                <input type=\"hidden\" name=\"customListID\" value=\"\">\r\n\r\n            <\/form>\r\n            <div data-fs=\"message-success\" style=\"display: none;\">\r\n                <p class=\"mb-0 mt-2 text-body-color\">\r\n                    Check your inbox monthly for your Sinch Newsletter!                <\/p>\r\n            <\/div>\r\n        <\/div>\r\n        <\/div>\r\n    <\/div>\r\n\n<h2 class=\"wp-block-heading\">Retailers are deploying AI at pace to get closer to the customer<\/h2>\n\n<p class=\"wp-block-paragraph\">The dominant story in enterprise AI is that organizations are struggling to deploy. But <a href=\"https:\/\/sinch.com\/de\/blog\/ki-kundenkommunikation-studie\/\">Sinch\u2019s research<\/a> has found that, in customer communications, that\u2019s no longer true: 63% of retailers have already gone live with AI agents, slightly above the global average. \u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">In retail, brands are deploying AI agents across a broad range of communications channels \u2013 including email, website chat, social messaging, SMS, WhatsApp, and voice \u2013 to support with everything from order queries to re-engagement to returns.<strong> <\/strong>\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">This ambition now extends to voice too, a channel that\u2019s been traditionally overlooked in customer communications. <strong>47% of retailers see voice call handling as their single biggest voice opportunity<\/strong>, six points above average.\u00a0<\/p>\n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Which customer communication channels does your organization plan to integrate with AI agents? (Select all that apply)            <\/p>\r\n        \r\n                                <div class=\"d-flex gap-4 flex-column\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"bar\" data-chart-percentage=\"true\" data-chart-track=\"true\" data-chart-max=\"100\" data-chart-color=\"#fada5a\" data-chart-values=\"[&quot;67&quot;,&quot;66&quot;,&quot;54&quot;,&quot;50&quot;,&quot;46&quot;,&quot;44&quot;,&quot;15&quot;,&quot;1&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Email&quot;,&quot;Website \\\/ in-app chatbots&quot;,&quot;Social media messaging&quot;,&quot;SMS \\\/ MMS&quot;,&quot;WhatsApp (or other messaging apps)&quot;,&quot;Voice \\\/ IVR&quot;,&quot;RCS&quot;,&quot;None of these&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>Sinch research (2026) shows top three channels to integrate with AI in retail are email (67%), web chatbots (66%), and social media (54%).<\/sub><\/em><\/p>\n\n<p class=\"wp-block-paragraph\">But running across that many channels at once is also what makes deployment hard. Two of the barriers most likely to stall an AI pilot are <strong>context loss across channels (24%) <\/strong>and<strong> integration friction with backend systems (20%)<\/strong> \u2013 and they\u2019re two sides of the same problem. When channels aren&#8217;t connected at the infrastructure level, agents can&#8217;t hold context, and customers end up repeating themselves.\u00a0<\/p>\n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                What do you see as the single biggest advantage of deploying agentic AI compared to traditional chatbots or automation?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;37&quot;,&quot;27&quot;,&quot;20&quot;,&quot;12&quot;,&quot;4&quot;]\" data-chart-colors=\"[&quot;#fada5a&quot;,&quot;#85b6ff&quot;,&quot;#2977ff&quot;,&quot;#1750c2&quot;,&quot;#7fc7af&quot;]\" data-chart-titles=\"[&quot;Deeper understanding of context and customer intent&quot;,&quot;More personalized and dynamic customer experiences&quot;,&quot;True autonomy to complete complex tasks without human intervention&quot;,&quot;Ability to integrate and orchestrate across multiple systems&quot;,&quot;Significant reduction in operational costs&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #fada5a\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>37%<\/span> Deeper understanding of context and customer intent            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #85b6ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>27%<\/span> More personalized and dynamic customer experiences            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #2977ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>20%<\/span> True autonomy to complete complex tasks without human intervention            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #1750c2\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>12%<\/span> Ability to integrate and orchestrate across multiple systems            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #7fc7af\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>4%<\/span> Significant reduction in operational costs            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>Sinch research (2026) shows retail&#8217;s biggest barrier to production is the inability to maintain context across channels and sessions (24%).<\/sub><\/em><\/p>\n\n<h3 class=\"wp-block-heading\">Personalization at scale is retail\u2019s big AI promise<\/h3>\n\n<p class=\"wp-block-paragraph\">What\u2019s driving retailers\u2019 AI pace and ambition is different from what\u2019s driving efforts across other industries. Only 20% of retailers name autonomy as the top advantage of agentic AI \u2013 the lowest of any industry. Instead, 37% rate a deeper understanding of context and customer intent as the biggest advantage of AI agents.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/sinch.com\/de\/blog\/einzelhandel-trends-kundenkommunikation\/\">For retail companies, the goal is distinctively focused on improving customer relationships.<\/a> In fact, 27% name more personalized, dynamic customer experiences as their primary goal \u2013 the highest of any industry, and seven points above the global average.\u00a0\u00a0<\/p>\n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                What is the primary technical\u00a0reason\u00a0preventing your agentic AI pilots from moving to full-scale production?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;24&quot;,&quot;22&quot;,&quot;20&quot;,&quot;12&quot;,&quot;8&quot;,&quot;7&quot;,&quot;7&quot;,&quot;1&quot;]\" data-chart-colors=\"[&quot;#fada5a&quot;,&quot;#85b6ff&quot;,&quot;#2977ff&quot;,&quot;#1750c2&quot;,&quot;#7fc7af&quot;,&quot;#00756a&quot;,&quot;#b7a8ff&quot;,&quot;#7d66ff&quot;]\" data-chart-titles=\"[&quot;Inability to maintain context across channels and sessions&quot;,&quot;Compliance and legal concerns (hallucination risk, PII exposure)&quot;,&quot;Integration friction with existing backend systems&quot;,&quot;Latency and performance constraints at scale&quot;,&quot;Not applicable - we&#039;ve successfully scaled pilots&quot;,&quot;Difficulty staying within guardrails and safety limits&quot;,&quot;Conversational design and user experience challenges&quot;,&quot;Outside my area of visibility&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #fada5a\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>24%<\/span> Inability to maintain context across channels and sessions            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #85b6ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>22%<\/span> Compliance and legal concerns (hallucination risk, PII exposure)            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #2977ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>20%<\/span> Integration friction with existing backend systems            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #1750c2\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>12%<\/span> Latency and performance constraints at scale            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #7fc7af\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>8%<\/span> Not applicable &#8211; we&#8217;ve successfully scaled pilots            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #00756a\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>7%<\/span> Difficulty staying within guardrails and safety limits            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #b7a8ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>7%<\/span> Conversational design and user experience challenges            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #7d66ff\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>1%<\/span> Outside my area of visibility            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>Sinch research (2026) shows 37% of retailers rate a deeper understanding of context and customer intent as the biggest advantage of AI agents.<\/sub><\/em><\/p>\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/sinch.com\/de\/blog\/conversation-volume-conversation-value\/\">Retail has routed its most valuable asset, the customer relationship, straight through its AI agents.<\/a> That&#8217;s the bet. But what happens when it breaks?\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">The problems don&#8217;t disappear once you&#8217;re live<\/h2>\n\n<p class=\"wp-block-paragraph\">Getting an agent into production is one thing. Keeping it there is another. Among retail organizations already running AI agents in production, <strong>71% have had to shut one down after a governance failure<\/strong>. And the main failure modes causing these rollbacks \u2013 customer data exposure and hallucinations \u2013 are hitting brands exactly where they\u2019re most exposed.\u00a0<\/p>\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=\"light\">\r\n                        <div class=\"h3 counter\">28% <\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of AI agent rollbacks in retail are due to customer data exposure. (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=\"light\">\r\n                        <div class=\"h3 counter\">18% <\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of AI agent rollbacks in retail are due to hallucinations or off-brand responses. (Sinch, 2026) <\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n<p class=\"wp-block-paragraph\">In retail, AI agent failures attack the same thing the agent was built to deepen \u2013 <strong>the customer relationship.<\/strong>\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">When an agent shares personal information that it shouldn\u2019t, it breaks the agreement retail\u2019s personalization model runs on (share your data, get a better experience) making the customer feel the exchange isn\u2019t worth the risk. And when an AI agent with deep customer context confidently provides the wrong answer, it\u2019s the brand shoppers will blame \u2013 not the agent.\u00a0<\/p>\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-primary\" data-theme=\"light\">\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-f49644b1964e332d86b40bcb8772f9ca\">\r\n            \u201cIf I\u2019m coming to you to buy a new product but you\u2019re sending me to support, that\u2019s going to have negative brand impact. Customers are experiencing your brand at a real point of failure, and that means loss of trust. And once you lose trust, it\u2019s really tough to earn it back.\u201d         <\/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\/03\/Daniel-Morris.png\" alt=\"Foto von Daniel Morris\">\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-f49644b1964e332d86b40bcb8772f9ca\">\r\n                        Daniel Morris                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">CPO at Sinch<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n<h3 class=\"wp-block-heading\">Every failure adds to the backlog<\/h3>\n\n<p class=\"wp-block-paragraph\">But there&#8217;s a quieter cost underneath the visible one. <strong>Every time context breaks between channels, an engineer rebuilds it by hand.<\/strong> The omnichannel complexity that made the agent hard to launch is now sitting in the backlog instead.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">Sinch\u2019s research defines this as the guardrail tax. Across the study, <strong>84% of engineering teams spend at least half their time building and maintaining guardrails<\/strong>. In retail, where 31% of engineering teams spend most of their time on safety controls, that capacity is going to defensive work instead of improving agent functionality to strengthen the customer experience. \u00a0<\/p>\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=\"light\">\r\n                        <div class=\"h3 counter\">84%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of engineering teams in retail spend at least <b>half their time<\/b> building and maintaining guardrails. (Sinch, 2026)&nbsp;<\/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=\"light\">\r\n                        <div class=\"h3 counter\">31%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of engineering teams in retail spend <b>most of their time<\/b> building and maintaining guardrails. (Sinch, 2026)&nbsp;<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n<p class=\"wp-block-paragraph\">And it compounds. Every new channel and every new agent add another layer to build, maintain, and rebuild when something breaks.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Cross-channel context is where retail feels it most. <\/strong>More than half of organizations (55%) are <a href=\"https:\/\/sinch.com\/de\/blog\/hidden-architecture-connected-customer-journeys\/\">custom-building the ability to carry a conversation from one channel to the next,<\/a> because their platform doesn&#8217;t do it natively. And every one of those builds is another integration to keep alive, and another place a customer&#8217;s history can drop. \u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">The features meant to win customer loyalty are competing for engineering time with the scaffolding that keeps the agent safe, and the scaffolding keeps winning.\u00a0<\/p>\n\n<h3 class=\"wp-block-heading\">Not everyone\u2019s seeing the same failures<\/h3>\n\n<p class=\"wp-block-paragraph\">What makes this harder to address is that the people who could act on it have different views on how AI programs are performing. And this is consistent across verticals and regions.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">Globally across the study, technical leaders report rollbacks at a higher rate than their business counterparts at the same organizations. In retail, <strong>C-suite executives are 2.3 times as likely <\/strong>as their own VPs and directors to say most AI communications pilots are succeeding. \u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">This disparity in the data reflects different accounts of the same events and a visibility gap that puts the brand at risk.\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">Whether AI creates or breaks customer trust depends on the foundation<\/h2>\n\n<p class=\"wp-block-paragraph\">It&#8217;s tempting to read this as just a model problem or a budget problem. Budget pressure in retail is real. At 11%, retailers cite it as their top barrier more often than any other industry. And with hallucinations driving 18% of rollbacks, the model risk is also real. But on their own, they aren\u2019t what&#8217;s breaking live agents. \u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">The<strong> strongest predictor of AI deployment success <\/strong>across the study isn&#8217;t governance maturity or spend. It&#8217;s the communications infrastructure underneath the agent.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">That&#8217;s why, when retailers say what they most want from an infrastructure partner, AI platform integration co-leads the list at 42%, tied with compliance management. The industry is shopping for a foundation that protects customer data and can hold an agent together across channels.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">The tell is who&#8217;s shopping hardest: The most advanced retail operators \u2013 highest deployment, highest confidence, most mature guardrails \u2013 are the most active in evaluating new providers. Not because they&#8217;re unhappy, but because they understand better than anyone what the next stage of AI deployment actually requires from the infrastructure underneath it.\u00a0<\/p>\n\n<p class=\"wp-block-paragraph\">The retailers pulling ahead build their AI programs on a foundation that holds context across every channel, not one that forgets the customer the moment they switch.\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">The AI Production Paradox: See how retail compares<\/h2>\n\n<p class=\"wp-block-paragraph\">Retail bet its AI ambitions on the customer relationship. Every other industry made a version of the same bet, and each is hitting different walls. But throughout, there\u2019s something that\u2019s consistent: AI in customer communications is no longer stuck in pilot stage, but <strong>the real story starts when organizations hit production.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">The<a href=\"https:\/\/sinch.com\/de\/ai-production-paradox\/\"> AI Production Paradox<\/a> draws on 2,527 enterprise leaders to show where the failures start, what they cost, and why the infrastructure underneath the agent decides who pulls ahead. See how retail compares, and what sets the <a href=\"https:\/\/sinch.com\/de\/blog\/fuehrungsauftrag-kundenkommunikation\/\">brands keeping customer trust<\/a> apart from the ones losing it.\u00a0<\/p>\n\r\n    <aside data-content-type=\"longform\"  class=\"banner-block longform-spacings rounded-lg shadow-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 bg-light\" data-theme=\"dark\" aria-labelledby=\"banner-block-block_09133162b902d1ec2ec9ee752ae5aa1e\">\r\n                    <p class=\"text-uppercase section-caption text-body-color\">\r\n                The AI Production Paradox            <\/p>\r\n                            <p class=\"h4 text-accent fw-bold\" id=\"banner-block-block_09133162b902d1ec2ec9ee752ae5aa1e\">\r\n                What enterprise leaders are learning the hard way about AI in production            <\/p>\r\n                            <div class=\"mb-0 text-body-color\">\r\n                                    <div class=\"content-body mb-0 text-body-color\"><p class=\"mb-0\">Discover what 2,500+ enterprise decision-makers revealed about the real challenges of deploying AI at scale.<\/p><\/div>\r\n                            <\/div>\r\n        \r\n        <div class=\"text-start mt-5\"><a href=\"https:\/\/sinch.com\/de\/ai-production-paradox\/\"  class=\"btn btn-secondary\" >Explore findings<\/a><\/div>\r\n    <\/aside>\r\n\r\n","protected":false},"author":92,"featured_media":197033,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[357],"class_list":["post-199040","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-einblicke"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>KI in der Kundenkommunikation im Einzelhandel [Forschungsbericht]<\/title>\n<meta name=\"description\" content=\"Sinch hat 400 F\u00fchrungskr\u00e4fte im Einzelhandel befragt, um zu erfahren, was kaputtgeht, wenn KI-Kundenkommunikation in die Produktion geht. 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