{"id":199041,"date":"2026-07-27T03:43:24","date_gmt":"2026-07-27T03:43:24","guid":{"rendered":"https:\/\/sinch.com\/blog\/comunicacoes-ia-servicos-financeiros\/"},"modified":"2026-09-09T04:16:56","modified_gmt":"2026-09-09T04:16:56","slug":"comunicacoes-ia-servicos-financeiros","status":"publish","type":"blog","link":"https:\/\/sinch.com\/pt\/blog\/comunicacoes-ia-servicos-financeiros\/","title":{"rendered":"O investimento em governan\u00e7a de IA n\u00e3o est\u00e1 mantendo os agentes de servi\u00e7os financeiros ativos"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Customer communications in financial services run under constant regulatory pressure. Every message, from routine payment confirmations to fraud alerts, handles sensitive customer data. All it takes is one bad interaction to unravel years of hard-earned customer trust. As AI takes on more of the customer relationship, the cost of getting it wrong gets higher.<\/p>\n\n<p class=\"wp-block-paragraph\">Sinch\u2019s new report, the <a href=\"https:\/\/sinch.com\/pt\/ai-production-paradox\/\">AI Production Paradox<\/a>, surveyed over 500 financial leaders across 10 regions to understand the ambitions behind their AI programs, and what\u2019s holding them back.<\/p>\n\r\n    <nav data-content-type=\"longform\" class=\"toc-block longform-spacings px-5 py-6 px-md-6 px-lg-7 py-md-7 bg-light fs-sm rounded-lg\" aria-labelledby=\"toc-title-3340\"><p class=\"h5 m-0\" id=\"toc-title-3340\">\u00cdndice<\/p><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">01<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#financial-services-is-confidently-deploying-ai-and-consumer-trust-is-whats-on-the-line\">Financial services is confidently deploying AI, and consumer trust is what\u2019s on the line<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">02<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#even-the-most-governed-ai-programs-are-rolling-back\">Even the most governed AI programs are rolling back<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">03<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#in-finance-every-ai-failure-is-a-trust-failure\">In finance, every AI failure is a trust failure<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">04<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#the-industry-is-underfunding-the-layer-trust-depends-on\">The industry is underfunding the layer trust depends on<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">05<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#the-ai-production-paradox-see-how-financial-services-compares-to-other-industries\">The AI Production Paradox: See how financial services compares to other industries<\/a><\/div><\/div><\/nav>\n<h2 class=\"wp-block-heading\">Financial services is confidently deploying AI, and consumer trust is what\u2019s on the line<\/h2>\n\n<p class=\"wp-block-paragraph\">Financial\u00a0services is a complex environment to introduce AI into. For consumers, every financial interaction carries a degree of caution, and for good reason.\u00a0<strong>Financial fraud is an everyday reality for millions of people.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">The\u00a0<a href=\"https:\/\/www.ftc.gov\/news-events\/news\/press-releases\/2026\/06\/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025\" id=\"https:\/\/www.ftc.gov\/news-events\/news\/press-releases\/2026\/06\/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025\" target=\"_blank\" rel=\"noreferrer noopener\">FTC&#8217;s 2025 consumer protection data<\/a>\u00a0shows nearly $1 billion in reported losses to business impersonators, with bank impersonators accounting for the highest losses.\u00a0Juniper even warned about a\u00a0<a href=\"https:\/\/www.juniperresearch.com\/press\/fraud-to-cost-financial-institutions-58bn\/\" id=\"https:\/\/www.juniperresearch.com\/press\/fraud-to-cost-financial-institutions-58bn\/\" target=\"_blank\" rel=\"noreferrer noopener\">tidal wave of impersonation fraud<\/a>\u00a0in the coming years.<\/p>\n\n<p class=\"wp-block-paragraph\">In this environment<strong>, trust is earned through decades of reliability, strict regulatory compliance, and accountability<\/strong>. It&#8217;s no surprise, then, that almost a third of finance leaders cite compliance and legal concerns as the number one obstacle to AI deployment.<\/p>\n\n<p class=\"wp-block-paragraph\">Despite this,\u00a0<a href=\"https:\/\/sinch.com\/pt\/blog\/pesquisa-comunicacao-com-cliente-ia\/\" id=\"https:\/\/sinch.com\/blog\/ai-customer-communications-research\/\">Sinch research shows<\/a>\u00a061%\u00a0of financial services organizations have\u00a0gone live with\u00a0AI communications agents\u00a0and,\u00a052%\u00a0say\u00a0they\u2019re very confident in their readiness to deploy at scale.<\/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-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">61%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p><\/p><p class=\"mb-0\">of financial services organizations have deployed AI communications agents.<\/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-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">52%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of financial services organizations are very confident in their AI readiness.<\/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\">The industry is deploying AI through the complexity, and with confidence, because the potential rewards are worth it. While customer support is a priority for 50% of financial institutions, the industry isn\u2019t stopping there. <a href=\"https:\/\/sinch.com\/pt\/blog\/previsoes-de-servicos-financeiros\/\">It\u2019s pushing AI into the highest-stakes communications<\/a>, where customer trust and security are on the line. <strong>Fraud prevention<\/strong> is the second most important AI goal at 43%, higher than any other industry. <strong>Identity verification<\/strong> follows closely behind at 33%.<\/p>\n\n<br \/>\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Which areas of customer communication is your organization prioritizing for AI agent deployment? (Select up to three.)<\/strong><\/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        \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=\"#2977ff\" data-chart-values=\"[&quot;50&quot;,&quot;43&quot;,&quot;33&quot;,&quot;29&quot;,&quot;29&quot;,&quot;29&quot;,&quot;27&quot;,&quot;25&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Customer service and support&quot;,&quot;Fraud prevention and security&quot;,&quot;Identify verification and uathentication&quot;,&quot;Transactional notifications and alerts&quot;,&quot;Customer onboarding and lifecycle management&quot;,&quot;Marketing engagement and outreach&quot;,&quot;Compliance and consent management&quot;,&quot;Sales assistance and qualification&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 the financial services industry is deploying AI agents for customer service and support (50%), fraud prevention and security (43%), and identity verification and authentication (33%)<\/sub><\/em><\/p>\n\n<br \/>\n\n<p class=\"wp-block-paragraph\">When\u00a0a suspicious transaction gets flagged,\u00a0an AI agent can reach the customer in seconds, confirm if it was them, and resolve it quickly before\u00a0any permanent damage is done.\u00a0In\u00a0fact, in many cases\u00a0<strong>AI-based fraud prevention\u00a0will even stop the fraud before it actually happens<\/strong>,\u00a0blocking\u00a0certain\u00a0actions before they impact the customer.<\/p>\n\n<p class=\"wp-block-paragraph\">Customer trust hinges on how well AI agents handle these\u00a0situations and the customer\u00a0interactions\u00a0that follow, and research shows this hard-earned trust is being put to the test.<\/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                            Por favor, preencha este campo obrigat\u00f3rio.                        <\/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-4587\" class=\"form-check-input\"\r\n                                        type=\"checkbox\" name=\"terms\">\r\n                                    <label for=\"formSubscriptionAcceptance-terms-4587\" class=\"form-check-label text-body-color\">\r\n                                        Eu li e concordo com os Termos de Servi\u00e7o.                                        <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-4738\" class=\"form-check-input\"\r\n                                        type=\"checkbox\" name=\"privacy\">\r\n                                    <label for=\"formSubscriptionAcceptance-privacy-4738\" class=\"form-check-label text-body-color\">\r\n                                        Eu li e concordo com a Pol\u00edtica de Privacidade.                                        <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=\"Enviar\" 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\">Even the most governed AI programs are rolling back<\/h2>\n\n<p class=\"wp-block-paragraph\">In financial services, the stakes are high for every AI communication.\u00a0That\u2019s no surprise, since\u00a0every\u00a0interaction\u00a0touches on\u00a0customers\u2019 money, data, and the trust they&#8217;ve placed\u00a0in the organization holding them.<\/p>\n\n<p class=\"wp-block-paragraph\">Financial institutions have responded the way you\u2019d expect from a heavily regulated industry: by investing in governance. And to some extent, the investment is paying off. Our research found that each step up in <strong>guardrail maturity makes FinServ organizations twice as likely<\/strong> to be operating at the most advanced deployment level.<\/p>\n\n<p class=\"wp-block-paragraph\">So, contrary to what the market had assumed,\u00a0compliance complexity and governance aren\u2019t holding\u00a0companies\u00a0back from deploying AI agent. But\u00a0they\u2019re not preventing\u00a0rollbacks\u00a0either. Our data shows\u00a0<strong>69% of the industry&#8217;s AI agents have been\u00a0pulled\u00a0back due to a governance failure<\/strong>, just five points below the global rollback rate average.\u00a0And that number is higher with the most governed organizations.<\/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-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-c92c81fbe7c15c7c2af5ba236bfeee98\">\r\n            &#8220;The industry has assumed that better governance leads to better outcomes. But that&#8217;s not enough: if governance was the fix, the most mature teams would roll back less, not more.&#8221;        <\/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\/2025\/12\/SI-Photo-daniel-morris.png\" alt=\"Foto de 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-c92c81fbe7c15c7c2af5ba236bfeee98\">\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<p class=\"wp-block-paragraph\">Lower rollback rates aren\u2019t necessarily an indication of an organization\u2019s AI success. They could very well be a sign of poor monitoring. But when seven in ten organizations that have deployed an AI agent have had to roll something back, that points to a deeper issue the industry still hasn\u2019t been able to fix.<\/p>\n\n<h2 class=\"wp-block-heading\">In finance, every AI failure is a trust failure<\/h2>\n\n<p class=\"wp-block-paragraph\">When\u00a0a financial services\u00a0<a href=\"https:\/\/sinch.com\/pt\/blog\/falhas-em-chatbots-de-ia\/\" id=\"https:\/\/sinch.com\/blog\/ai-chatbot-failures\/\">AI interaction fails<\/a>,\u00a0it puts consumers at risk and damages the relationship they&#8217;ve built with the company over years.<\/p>\n\n<p class=\"wp-block-paragraph\">It\u2019s an AI agent that doesn\u2019t send the fraud alert it was specifically deployed to trigger. Or one that surfaces account details to the wrong person, or that confidently states the wrong balance or mortgage rate. <strong>Customer data exposure and hallucinations<\/strong> are the two leading causes of AI agent rollbacks, at respectively 27% and 21%.<\/p>\n\n<p class=\"wp-block-paragraph\">In FinServ, these failure\u00a0modes\u00a0are compliance and trust failures at the same time.\u00a0That\u2019s why,\u00a0for financial leaders,\u00a0the most significant business impact\u00a0of AI agent\u00a0failures\u00a0is reputational damage, ahead of operational strain\u00a0\u2013 the top concern globally.\u00a0That\u2019s also the one consequence that cannot be fixed.<\/p>\n\n<br \/>\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>When an AI agent-driven customer interaction fails due to a technical issue (slow response, lost context, incorrect information), what is the most significant business impact?<\/strong><\/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        \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;39&quot;,&quot;29&quot;,&quot;19&quot;,&quot;10&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;Reputational damage and loss of customer trust&quot;,&quot;Sharp increase in load on human support agents&quot;,&quot;Poor customer satisfaction scores (CSAT\\\/NPS)&quot;,&quot;Direct revenue loss (abandoned transactions, failed conversions)&quot;,&quot;Delays in rolling out new products or features&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'>39%<\/span> Reputational damage and loss of customer trust            <\/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'>29%<\/span> Sharp increase in load on human support agents            <\/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'>19%<\/span> Poor customer satisfaction scores (CSAT\/NPS)            <\/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'>10%<\/span> Direct revenue loss (abandoned transactions, failed conversions)            <\/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> Delays in rolling out new products or features            <\/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 reputational damage and loss of customer trust outranks customer support load as the primary\u00a0business\u00a0impact of AI agent failure<\/sub><\/em><\/p>\n\n<h2 class=\"wp-block-heading\">The industry is underfunding the layer trust depends on<\/h2>\n\n<p class=\"wp-block-paragraph\">Financial\u00a0services\u00a0are\u00a0investing\u00a0heavily\u00a0in\u00a0their\u00a0most important asset: customer trust.<\/p>\n\n<p class=\"wp-block-paragraph\">In fact, <strong>trust, security, and complianc<\/strong>e is the number #1 spending category in FinServ at 78%, well ahead <strong>AI agent development<\/strong> (67%). But that spending isn\u2019t closing the gap between deploying an agent and keeping it live.<\/p>\n\n<br \/>\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Which areas will receive the most investment focus for your AI communication agent deployment in 2026? (Select your top 3 priorities)<\/strong><\/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        \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=\"#2977ff\" data-chart-values=\"[&quot;77&quot;,&quot;67&quot;,&quot;56&quot;,&quot;51&quot;,&quot;40&quot;,&quot;7&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Trust, security, and compliance&quot;,&quot;AI agent development and deployment&quot;,&quot;Communications infrastructure and reliability&quot;,&quot;Integration and developer experience&quot;,&quot;Analytics and optimization&quot;,&quot;Vendor consolidation and simplification&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n<br \/>\n\n<p class=\"wp-block-paragraph\">That\u2019s because oftentimes, the problem isn\u2019t the AI agent itself. It\u2019s the infrastructure it\u2019s built on.\u00a0Our research found that<strong>\u00a0communications infrastructure\u00a0satisfaction\u00a0is the strongest predictor of AI deployment success<\/strong>\u00a0\u2013 stronger than AI investment level, maturity, or governance sophistication.<\/p>\n\n<p class=\"wp-block-paragraph\">Yet, our findings suggest that infrastructure investment still has room to grow in the industry. While 83% of financial institutions agree that high-performing infrastructure is essential or very important to deploying AI safely, only 56% actually prioritize it when investing \u2013 five points below the 61% average.<\/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-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">83%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of financial services organizations say high-performance comms infrastructure is essential or very important.<\/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-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">56%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">of financial services organizations are prioritizing communications infrastructure and reliability investment.<\/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\">Despite infrastructure investment lagging slightly in financial services, the industry has started evaluating new providers. 83% of financial institutions in our study are already having <strong>active or exploratory conversations with alternative providers<\/strong>. In FinServ, businesses citing a lack of AI integrations are 2.4 times more likely to evaluate a new provider, and those citing poor reliability are 1.4 times more likely.<\/p>\n\n<h2 class=\"wp-block-heading\">The AI Production Paradox: See how financial services compares to other industries<\/h2>\n\n<p class=\"wp-block-paragraph\">In financial services, every fraud alert that doesn&#8217;t fire, every balance stated with confidence and stated wrong, has real business impact. But scaling AI communications\u00a0<a href=\"https:\/\/sinch.com\/pt\/blog\/mandato-lideranca-comunicacao-cliente\/\" id=\"https:\/\/sinch.com\/blog\/leadership-mandate-customer-communications\/\">without risking customer trust<\/a>\u00a0goes well beyond governance investment. It comes down to the infrastructure underneath the agent, where compliance is built in and\u00a0<strong>where every interaction either holds trust or breaks it<\/strong>.<\/p>\n\n<p class=\"wp-block-paragraph\">The\u00a0<a href=\"https:\/\/sinch.com\/pt\/ai-production-paradox\/\" id=\"http:\/\/sinch.com\/ai-production-paradox\">AI Production Paradox<\/a>\u00a0dives into insights from 2,527 enterprise leaders to understand where these failures start, what they cost, and why the infrastructure underneath the agent decides who pulls ahead. Learn how FinServ\u00a0compares\u00a0and what\u2019s setting the most mature AI programs apart.<\/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_fa56f93a80bd4ff0252529c51717c0f8\">\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_fa56f93a80bd4ff0252529c51717c0f8\">\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\/pt\/ai-production-paradox\/\"  class=\"btn btn-secondary\" >Explore findings<\/a><\/div>\r\n    <\/aside>\r\n\r\n","protected":false},"author":92,"featured_media":197482,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[303],"class_list":["post-199041","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-recomendacoes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comunica\u00e7\u00e3o com o cliente via IA em servi\u00e7os financeiros [Relat\u00f3rio] - Sinch<\/title>\n<meta name=\"description\" content=\"A Sinch entrevistou 500 l\u00edderes de FinServ para descobrir o que falha quando a comunica\u00e7\u00e3o com o cliente via IA chega \u00e0 produ\u00e7\u00e3o. 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