{"id":184654,"date":"2026-04-29T10:27:43","date_gmt":"2026-04-29T10:27:43","guid":{"rendered":"https:\/\/sinch.com\/?post_type=ai-prod-chapter&#038;p=184654"},"modified":"2026-05-13T12:52:26","modified_gmt":"2026-05-13T12:52:26","slug":"pilot-purgatory-escape","status":"publish","type":"ai-prod-chapter","link":"https:\/\/sinch.com\/fr\/ai-production-paradox\/chapter\/pilot-purgatory-escape\/","title":{"rendered":"Pilot purgatory\u00a0is over"},"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\">What the market is saying<\/h3>                                <\/div>\r\n                            \r\n                            <div class=\"content-body text-body-color\"><p>There\u2019s a story everyone believes in enterprise AI: Pilot purgatory. The narrative has been set for years \u2013 the biggest battle is pushing an AI pilot all the way to production. In 2025, <a href=\"https:\/\/www.mckinsey.com\/capabilities\/quantumblack\/our-insights\/the-state-of-ai#\/\" target=\"_blank\" rel=\"noopener noreferrer\">McKinsey<\/a> reported that two-thirds of organizations remained in pilot or experimentation phases, and <a href=\"https:\/\/www.gartner.com\/en\/articles\/genai-project-failure\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner<\/a> <b>has found that at least 50% of generative AI projects are abandoned after proof of concept.&nbsp;<\/b><\/p><p class=\"mb-0\">What&rsquo;s more, most have struggled to get value from their AI investments. <a href=\"https:\/\/www.bcg.com\/publications\/2025\/are-you-generating-value-from-ai-the-widening-gap\" target=\"_blank\" rel=\"noopener noreferrer\">BCG<\/a> found that 60% had yet to show any material value. And only 15% of AI decision-makers report an EBITDA lift according to <a href=\"https:\/\/reprint.forrester.com\/reports\/predictions-2026-artificial-intelligence-aa3fd9de\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Forrester<\/a>, who predicts enterprises will delay 25% of planned AI spend into 2027. <\/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\">2\/3<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of organizations remain in pilot or experimentation phases. (McKinsey, 2025)<\/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\">50%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of Gen AI projects will be abandoned after proof of concept. (Gartner, 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\">60%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of organizations have yet to show any material value from their AI investments. (BCG, 2025)<\/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\">15%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of AI-decision makers report an EBITDA lift from AI \u2013 most still don\u2019t. (Forrester, 2026)<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\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-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-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\/1189674667\/597c4b07d6\" class=\"lazy-video-link\" data-lazy-video=\"1189674667?h=597c4b07d6\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"vimeo\" data-language=\"fr\" data-thumb=\"https:\/\/i.vimeocdn.com\/video\/2156640898-2d38269ea4c9cc8ca2e1488b1e4d4f60b765fe38c65ff99647227689571fa591-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\/2156640898-2d38269ea4c9cc8ca2e1488b1e4d4f60b765fe38c65ff99647227689571fa591-d_1280?region=us\" alt=\"The AI Paradox - Daniel Morris 1\">\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\/1189674667\/597c4b07d6#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/i.vimeocdn.com\/video\/2156640898-2d38269ea4c9cc8ca2e1488b1e4d4f60b765fe38c65ff99647227689571fa591-d_1280?region=us\",\n    \"embedUrl\": \"https:\/\/player.vimeo.com\/video\/1189674667?h=597c4b07d6\",\n    \"contentUrl\": \"https:\/\/vimeo.com\/1189674667\/597c4b07d6\",\n    \"name\": \"The AI Paradox - Daniel Morris 1\",\n    \"uploadDate\": \"2026-05-06T05:08:18+00:00\",\n    \"duration\": \"P0DT0H0M35S\"\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\">Customer communications has left pilot stage<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p><a href=\"https:\/\/sinch.com\/blog\/customer-communications-predictions\/\" target=\"_blank\" rel=\"noopener noreferrer\">But in AI customer communications, that story is no longer true.<\/a> Data from 2,527 enterprise decision-makers across ten countries and six different industries shows most companies are shipping their AI pilots into production.<\/p><p class=\"mb-0\">Sinch research (2026) shows <b>62% of organizations already have AI agents live across customer channels<\/b>, and 88% will be in production within 12 months. 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channel mix is also strong. When asked which channels they are planning to integrate with AI agents, respondents primarily cited web chatbot (64%), <a href=\"https:\/\/www.mailgun.com\/email-impact-report\/chapter\/ai-and-the-future-of-email\/\" target=\"_blank\" rel=\"noopener noreferrer\">email<\/a> (63%), social media (51%), WhatsApp (49%), SMS\/MMS (49%), and <a href=\"https:\/\/sinch.com\/blog\/divide-voice-communication-modernization\/\" target=\"_blank\" rel=\"noopener noreferrer\">voice and interactive voice responses<\/a> (42%).<\/p><p class=\"mb-0\"><small>Sinch research (2026) shows web chatbot (64%), email (63%), social media (51%) are the top channels for integrating AI agents.<\/small><\/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\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfYzE0MTJlMzE0NDlkZGYzYmIwOWNjZjBmMWNhNmUzYjE\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfYzE0MTJlMzE0NDlkZGYzYmIwOWNjZjBmMWNhNmUzYjE() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfYzE0MTJlMzE0NDlkZGYzYmIwOWNjZjBmMWNhNmUzYjE\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">What organizations are trying to achieve<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>With nearly half of enterprises running AI across four or more channels simultaneously, what they&rsquo;re trying to achieve with all of it matters. Sinch research (2026) shows that, for 36% of respondents, <b>the primary goal driving investment decisions is improving customer satisfaction and loyalty<\/b>. Revenue growth comes second at 24%. Cost reduction is third at 16%.&nbsp;<\/p><p>What\u2019s interesting is that the organizations investing most aggressively are not trying to cut headcount. <a href=\"https:\/\/sinch.com\/blog\/conversation-volume-conversation-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">They&rsquo;re competing on customer experience<\/a> and trying to earn something harder to measure than efficiency or cost: <b>customer trust. <\/b><\/p><p><\/p><p class=\"mb-0\"><small>Sinch research (2026) reveals the main goals driving AI investment decisions are improving customer satisfaction (36%), revenue growth (24%), and cost reduction (16%).<\/small>&nbsp;<b><\/b><\/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\/1189674370\/8ba48da217\" class=\"lazy-video-link\" data-lazy-video=\"1189674370?h=8ba48da217\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"vimeo\" data-language=\"fr\" data-thumb=\"https:\/\/i.vimeocdn.com\/video\/2156640142-377a72c6914335b81c0d59e6ea71224089b4ec84fb1b18db1d9c64fe753963b0-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\/2156640142-377a72c6914335b81c0d59e6ea71224089b4ec84fb1b18db1d9c64fe753963b0-d_1280?region=us\" alt=\"The AI Paradox - Robert Gerstmann 1\">\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\/1189674370\/8ba48da217#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/i.vimeocdn.com\/video\/2156640142-377a72c6914335b81c0d59e6ea71224089b4ec84fb1b18db1d9c64fe753963b0-d_1280?region=us\",\n    \"embedUrl\": \"https:\/\/player.vimeo.com\/video\/1189674370?h=8ba48da217\",\n    \"contentUrl\": \"https:\/\/vimeo.com\/1189674370\/8ba48da217\",\n    \"name\": \"The AI Paradox - Robert Gerstmann 1\",\n    \"uploadDate\": \"2026-05-06T05:07:12+00:00\",\n    \"duration\": \"P0DT0H0M43S\"\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 investment case is settled<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p><a href=\"https:\/\/sinch.com\/state-of-customer-communications\/chapter\/industry-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">The lack of investment is no longer a question in AI customer communications:<\/a>&nbsp;<b>98% are increasing spend in 2026<\/b>, and only 0.3% plan to cut. What\u2019s more, only 7% of respondents cited budget constraints as their main barrier to driving business impact through agentic customer communications.&nbsp;<\/p><p class=\"mb-0\">And the ROI case is also real. Among leaders already in production, <b>nearly 60% estimate operational efficiency gains<\/b> and customer satisfaction improvements of more than 25% within two years, with similar gains anticipated for revenue and cost reduction.  <\/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                \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\/04\/SI-Bento-AI-Scale-Phase.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\/04\/SI-Bento-AI-Scale-Phase.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/04\/SI-Bento-AI-Scale-Phase-300x197.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/04\/SI-Bento-AI-Scale-Phase-1024x672.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2026\/04\/SI-Bento-AI-Scale-Phase-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><b>62% of organizations have an AI customer communications agent live. 88% will have one by the end of 2026.<\/b><\/p><p>Getting to production was hard, and most of enterprises have made it. But the data suggests escaping pilot purgatory wasn&rsquo;t the hardest part.<\/p><p>The organizations pulling ahead aren&rsquo;t debating production timelines or investment cases anymore. They\u2019ve deployed, they\u2019re scaling \u2013 and what they&rsquo;ve found on the other side is not what the market expected.<\/p><p class=\"mb-0\">AI customer communications has finally left the pilot stage. But what happens after enterprises successfully ship radically changes the question every AI communications leader should be asking right now.  <\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"featured_media":184699,"template":"","meta":{"_acf_changed":true},"class_list":["post-184654","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 v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>From Pilot Stage to Production in AI Customer Communications - Sinch<\/title>\n<meta name=\"description\" content=\"Enterprises have moved beyond AI pilots in customer communications. 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