{"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":"2026-07-27T03:43:24","modified_gmt":"2026-07-27T03:43:24","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\">A comunica\u00e7\u00e3o com o cliente em servi\u00e7os financeiros funciona sob constante press\u00e3o regulat\u00f3ria. Toda mensagem, de confirma\u00e7\u00f5es de pagamento de rotina a alertas de fraude, lida com dados confidenciais do cliente. Basta uma intera\u00e7\u00e3o ruim para destruir anos de confian\u00e7a do cliente duramente conquistada. \u00c0 medida que a IA assume mais o relacionamento com o cliente, o custo de errar se torna mais alto.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">O novo relat\u00f3rio da Sinch, o <a href=\"https:\/\/sinch.com\/ai-production-paradox\/\">Paradoxo da Produ\u00e7\u00e3o de AI<\/a>, entrevistou mais de 500 l\u00edderes financeiros em 10 regi\u00f5es para entender as ambi\u00e7\u00f5es por tr\u00e1s de seus programas de IA e o que os est\u00e1 atrasando.<\/p>\n\n\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-3123\"><p class=\"h5 m-0\" id=\"toc-title-3123\">Tabela de conte\u00fado<\/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=\"#os-servicos-financeiros-estao-implantando-a-ia-com-confianca-e-a-confianca-do-consumidor-e-o-que-esta-em-jogo\">Os servi\u00e7os financeiros est\u00e3o implantando a IA com confian\u00e7a, e a confian\u00e7a do consumidor \u00e9 o que est\u00e1 em jogo<\/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=\"#ate-mesmo-os-programas-de-ia-com-mais-governanca-estao-sendo-revertidos\">At\u00e9 mesmo os programas de IA com mais governan\u00e7a est\u00e3o sendo revertidos<\/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=\"#em-financas-toda-falha-de-ia-e-uma-falha-de-confianca\">Em finan\u00e7as, toda falha de IA \u00e9 uma falha de confian\u00e7a<\/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=\"#o-setor-esta-subfinanciando-a-camada-da-qual-a-confianca-depende\">O setor est\u00e1 subfinanciando a camada da qual a confian\u00e7a depende<\/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=\"#o-paradoxo-da-producao-de-ia-veja-como-os-servicos-financeiros-se-comparam-a-outros-setores\">O Paradoxo da Produ\u00e7\u00e3o de IA: Veja como os servi\u00e7os financeiros se comparam a outros setores<\/a><\/div><\/div><\/nav>\n\n\n<h2 class=\"wp-block-heading\">Os servi\u00e7os financeiros est\u00e3o implantando a IA com confian\u00e7a, e a confian\u00e7a do consumidor \u00e9 o que est\u00e1 em jogo<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Os servi\u00e7os\u00a0financeiros s\u00e3o um ambiente complexo para a introdu\u00e7\u00e3o da IA. Para os consumidores, toda intera\u00e7\u00e3o financeira carrega um grau de cautela, e por um bom motivo.\u00a0<strong>A fraude financeira \u00e9 uma realidade di\u00e1ria para milh\u00f5es de pessoas.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os\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\">dados de prote\u00e7\u00e3o ao consumidor da FTC de 2025<\/a>\u00a0mostram quase US$ 1 bilh\u00e3o em perdas relatadas para golpistas de empresas, com golpistas de bancos representando as maiores perdas.\u00a0A Juniper at\u00e9 alertou sobre uma\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\">onda gigante de fraude de falsidade ideol\u00f3gica<\/a>\u00a0nos pr\u00f3ximos anos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nesse ambiente<strong>, a confian\u00e7a \u00e9 conquistada por meio de d\u00e9cadas de confiabilidade, compliance regulat\u00f3rio estrito e responsabilidade<\/strong>. N\u00e3o \u00e9 surpresa, ent\u00e3o, que quase um ter\u00e7o dos l\u00edderes financeiros cite o compliance e as preocupa\u00e7\u00f5es legais como o obst\u00e1culo n\u00famero um \u00e0 implanta\u00e7\u00e3o da IA.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apesar disso,\u00a0<a href=\"https:\/\/sinch.com\/blog\/ai-customer-communications-research\/\" id=\"https:\/\/sinch.com\/blog\/ai-customer-communications-research\/\">a pesquisa da Sinch mostra que<\/a>\u00a061%\u00a0das organiza\u00e7\u00f5es de servi\u00e7os financeiros\u00a0j\u00e1 lan\u00e7aram\u00a0agentes de comunica\u00e7\u00e3o de IA\u00a0e,\u00a052%\u00a0dizem\u00a0estar muito confiantes em sua prontid\u00e3o para implantar em escala.<\/p>\n\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-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\">das organiza\u00e7\u00f5es de servi\u00e7os financeiros implantaram agentes de comunica\u00e7\u00e3o de IA.<\/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\">das organiza\u00e7\u00f5es de servi\u00e7os financeiros est\u00e3o muito confiantes em sua prontid\u00e3o para IA.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\n\n<p class=\"wp-block-paragraph\">O setor est\u00e1 implantando a IA em meio \u00e0 complexidade e com confian\u00e7a, porque as poss\u00edveis recompensas valem a pena. Embora o suporte ao cliente seja uma prioridade para 50% das institui\u00e7\u00f5es financeiras, o setor n\u00e3o est\u00e1 parando por a\u00ed. <a href=\"https:\/\/sinch.com\/blog\/financial-services-predictions\/\">Ele est\u00e1 inserindo a IA nas comunica\u00e7\u00f5es de mais alto risco<\/a>, onde a confian\u00e7a do cliente e a seguran\u00e7a est\u00e3o em jogo. A <strong>preven\u00e7\u00e3o de fraude<\/strong> \u00e9 a segunda meta de IA mais importante, com 43%, mais alta do que qualquer outro setor. A <strong>verifica\u00e7\u00e3o de identidade<\/strong> vem logo atr\u00e1s, com 33%.<\/p>\n\n\n\n<br>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Quais \u00e1reas de comunica\u00e7\u00e3o com o cliente sua organiza\u00e7\u00e3o est\u00e1 priorizando para a implanta\u00e7\u00e3o de agentes de IA? (Selecione at\u00e9 tr\u00eas.)<\/strong><\/p>\n\n\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;Atendimento e suporte ao cliente&quot;,&quot;Preven\\u00e7\\u00e3o de fraude e seguran\\u00e7a&quot;,&quot;Verifica\\u00e7\\u00e3o de identidade e autentica\\u00e7\\u00e3o&quot;,&quot;Notifica\\u00e7\\u00f5es e alertas transacionais&quot;,&quot;Integra\\u00e7\\u00e3o do cliente e gerenciamento do ciclo de vida&quot;,&quot;Engajamento de marketing e divulga\\u00e7\\u00e3o&quot;,&quot;Compliance e gest\\u00e3o de consentimento&quot;,&quot;Assist\\u00eancia de vendas e qualifica\\u00e7\\u00e3o&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>A pesquisa da Sinch (2026) mostra que o setor de servi\u00e7os financeiros est\u00e1 implantando agentes de IA para atendimento ao cliente e suporte (50%), preven\u00e7\u00e3o de fraude e seguran\u00e7a (43%) e verifica\u00e7\u00e3o de identidade e autentica\u00e7\u00e3o (33%)<\/sub><\/em><\/p>\n\n\n\n<br>\n\n\n\n<p class=\"wp-block-paragraph\">Quando\u00a0uma transa\u00e7\u00e3o suspeita \u00e9 sinalizada,\u00a0um agente de IA pode entrar em contato com o cliente em segundos, confirmar se foi ele e resolver isso rapidamente antes\u00a0que qualquer dano permanente seja feito.\u00a0De\u00a0fato, em muitos casos, a\u00a0<strong>preven\u00e7\u00e3o de fraude baseada em IA\u00a0at\u00e9 mesmo interromper\u00e1 a fraude antes que ela realmente aconte\u00e7a<\/strong>,\u00a0bloqueando\u00a0certas\u00a0a\u00e7\u00f5es antes que elas afetem o cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A confian\u00e7a do cliente depende de qu\u00e3o bem os agentes de IA lidam com essas\u00a0situa\u00e7\u00f5es e as intera\u00e7\u00f5es\u00a0com o cliente\u00a0que se seguem, e pesquisas mostram que essa confian\u00e7a duramente conquistada est\u00e1 sendo posta \u00e0 prova.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">At\u00e9 mesmo os programas de IA com mais governan\u00e7a est\u00e3o sendo revertidos<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nos servi\u00e7os financeiros, os riscos s\u00e3o altos para cada comunica\u00e7\u00e3o de IA.\u00a0Isso n\u00e3o \u00e9 surpresa, j\u00e1 que\u00a0cada\u00a0intera\u00e7\u00e3o\u00a0toca no\u00a0dinheiro dos clientes, em seus dados e na confian\u00e7a que depositaram\u00a0na organiza\u00e7\u00e3o que os det\u00e9m.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As institui\u00e7\u00f5es financeiras responderam da maneira que se esperaria de um setor altamente regulamentado: investindo em governan\u00e7a. E, at\u00e9 certo ponto, o investimento est\u00e1 valendo a pena. Nossa pesquisa descobriu que cada passo adiante na <strong>maturidade da prote\u00e7\u00e3o torna as organiza\u00e7\u00f5es de FinServ duas vezes mais propensas<\/strong> a operar no n\u00edvel de implanta\u00e7\u00e3o mais avan\u00e7ado.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Portanto, ao contr\u00e1rio do que o mercado havia presumido,\u00a0a complexidade de compliance e a governan\u00e7a n\u00e3o est\u00e3o impedindo as\u00a0empresas\u00a0de implantar agentes de IA. Mas\u00a0elas tamb\u00e9m n\u00e3o est\u00e3o evitando as\u00a0revers\u00f5es. Nossos dados mostram\u00a0que <strong>69% dos agentes de IA do setor foram\u00a0revertidos\u00a0devido a uma falha de governan\u00e7a<\/strong>, apenas cinco pontos abaixo da m\u00e9dia global da taxa de revers\u00e3o.\u00a0E esse n\u00famero \u00e9 maior com as organiza\u00e7\u00f5es com mais governan\u00e7a.<\/p>\n\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-717e4be4a126d3d99b2f23f69a3febb1\">\r\n            &#8220;O setor presumiu que uma melhor governan\u00e7a leva a melhores resultados. Mas isso n\u00e3o \u00e9 suficiente: se a governan\u00e7a fosse a solu\u00e7\u00e3o, as equipes mais maduras reverteriam menos, e n\u00e3o mais.&#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-717e4be4a126d3d99b2f23f69a3febb1\">\r\n                        Daniel Morris                    <\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">CPO da Sinch<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n\n\n<p class=\"wp-block-paragraph\">Taxas de revers\u00e3o mais baixas n\u00e3o s\u00e3o necessariamente uma indica\u00e7\u00e3o do sucesso da IA em uma organiza\u00e7\u00e3o. Elas podem muito bem ser um sinal de monitoramento deficiente. Mas quando sete em cada dez organiza\u00e7\u00f5es que implantaram um agente de IA tiveram que reverter algo, isso aponta para um problema mais profundo que o setor ainda n\u00e3o conseguiu resolver.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Em finan\u00e7as, toda falha de IA \u00e9 uma falha de confian\u00e7a<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Quando\u00a0nos servi\u00e7os financeiros uma\u00a0<a href=\"https:\/\/sinch.com\/blog\/ai-chatbot-failures\/\" id=\"https:\/\/sinch.com\/blog\/ai-chatbot-failures\/\">intera\u00e7\u00e3o de IA falha<\/a>,\u00a0isso coloca os consumidores em risco e prejudica o relacionamento que constru\u00edram com a empresa ao longo dos anos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00c9 um agente de IA que n\u00e3o envia o alerta de fraude que foi especificamente implantado para acionar. Ou um que exp\u00f5e os detalhes da conta para a pessoa errada, ou que declara com confian\u00e7a o saldo ou a taxa de hipoteca incorretos. <strong>A exposi\u00e7\u00e3o de dados do cliente e as alucina\u00e7\u00f5es<\/strong> s\u00e3o as duas principais causas das revers\u00f5es de agentes de IA, com 27% e 21%, respectivamente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Em FinServ, esses modos de falha\u00a0s\u00e3o falhas de compliance e de confian\u00e7a ao mesmo tempo.\u00a0\u00c9 por isso que,\u00a0para os l\u00edderes financeiros,\u00a0o impacto comercial mais significativo\u00a0das falhas\u00a0dos agentes de IA\u00a0\u00e9 o dano \u00e0 reputa\u00e7\u00e3o, \u00e0 frente da sobrecarga operacional\u00a0\u2013 a principal preocupa\u00e7\u00e3o globalmente.\u00a0Essa tamb\u00e9m \u00e9 a \u00fanica consequ\u00eancia que n\u00e3o pode ser consertada.<\/p>\n\n\n\n<br>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Quando uma intera\u00e7\u00e3o com o cliente conduzida por um agente de AI falha devido a um problema t\u00e9cnico (resposta lenta, perda de contexto, informa\u00e7\u00f5es incorretas), qual \u00e9 o impacto mais significativo nos neg\u00f3cios?<\/strong><\/p>\n\n\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;Danos \\u00e0 reputa\\u00e7\\u00e3o e perda de confian\\u00e7a do cliente&quot;,&quot;Aumento acentuado na carga de agentes humanos de suporte&quot;,&quot;Pontua\\u00e7\\u00f5es baixas de satisfa\\u00e7\\u00e3o do cliente (CSAT\\\/NPS)&quot;,&quot;Perda direta de receita (transa\\u00e7\\u00f5es abandonadas, convers\\u00f5es falhas)&quot;,&quot;Atrasos no lan\\u00e7amento de novos produtos ou recursos&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> Danos \u00e0 reputa\u00e7\u00e3o e perda de confian\u00e7a do cliente            <\/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> Aumento acentuado na carga de agentes humanos de suporte            <\/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> Pontua\u00e7\u00f5es baixas de satisfa\u00e7\u00e3o do cliente (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> Perda direta de receita (transa\u00e7\u00f5es abandonadas, convers\u00f5es falhas)            <\/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> Atrasos no lan\u00e7amento de novos produtos ou recursos            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><em><sub>A pesquisa da Sinch (2026) mostra que o dano \u00e0 reputa\u00e7\u00e3o e a perda da confian\u00e7a do cliente superam a carga de suporte ao cliente como o principal\u00a0impacto\u00a0comercial da falha do agente de IA<\/sub><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">O setor est\u00e1 subfinanciando a camada da qual a confian\u00e7a depende<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Os servi\u00e7os\u00a0financeiros\u00a0est\u00e3o\u00a0investindo\u00a0pesadamente\u00a0em\u00a0seu\u00a0ativo mais importante: a confian\u00e7a do cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">De fato, <strong>confian\u00e7a, seguran\u00e7a e complianc<\/strong>e \u00e9 a categoria de gastos n\u00famero 1 em FinServ, com 78%, bem \u00e0 frente do <strong>desenvolvimento de agentes de IA<\/strong> (67%). Mas esses gastos n\u00e3o est\u00e3o fechando a lacuna entre a implanta\u00e7\u00e3o de um agente e sua manuten\u00e7\u00e3o em opera\u00e7\u00e3o.<\/p>\n\n\n\n<br>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Quais \u00e1reas receber\u00e3o o maior foco de investimento para a implanta\u00e7\u00e3o do seu agente de comunica\u00e7\u00e3o de IA em 2026? (Selecione suas 3 principais prioridades)<\/strong><\/p>\n\n\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;Confian\\u00e7a, seguran\\u00e7a e compliance&quot;,&quot;Desenvolvimento e implanta\\u00e7\\u00e3o de agentes de IA&quot;,&quot;Infraestrutura e confiabilidade de comunica\\u00e7\\u00f5es&quot;,&quot;Integra\\u00e7\\u00e3o e experi\\u00eancia do desenvolvedor&quot;,&quot;An\\u00e1lises e otimiza\\u00e7\\u00e3o&quot;,&quot;Consolida\\u00e7\\u00e3o e simplifica\\u00e7\\u00e3o de fornecedores&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\n\n<br>\n\n\n\n<p class=\"wp-block-paragraph\">Isso porque, muitas vezes, o problema n\u00e3o \u00e9 o pr\u00f3prio agente de IA. \u00c9 a infraestrutura na qual ele foi constru\u00eddo.\u00a0Nossa pesquisa descobriu que a<strong>\u00a0satisfa\u00e7\u00e3o\u00a0com a infraestrutura de comunica\u00e7\u00e3o\u00a0\u00e9 o previsor mais forte do sucesso da implanta\u00e7\u00e3o da IA<\/strong>\u00a0\u2013 mais forte do que o n\u00edvel de investimento em IA, a maturidade ou a sofistica\u00e7\u00e3o da governan\u00e7a.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ainda assim, nossas descobertas sugerem que o investimento em infraestrutura ainda tem espa\u00e7o para crescer no setor. Embora 83% das institui\u00e7\u00f5es financeiras concordem que uma infraestrutura de alto desempenho \u00e9 essencial ou muito importante para implantar a IA com seguran\u00e7a, apenas 56% realmente a priorizam ao investir \u2013 cinco pontos abaixo da m\u00e9dia de 61%.<\/p>\n\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-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\">das organiza\u00e7\u00f5es de servi\u00e7os financeiros afirmam que uma infraestrutura de comunica\u00e7\u00e3o de alto desempenho \u00e9 essencial ou muito importante.<\/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\">das organiza\u00e7\u00f5es de servi\u00e7os financeiros est\u00e3o priorizando o investimento em infraestrutura de comunica\u00e7\u00e3o e confiabilidade.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\n\n<p class=\"wp-block-paragraph\">Apesar do investimento em infraestrutura estar um pouco atrasado nos servi\u00e7os financeiros, o setor come\u00e7ou a avaliar novos provedores. 83% das institui\u00e7\u00f5es financeiras em nosso estudo j\u00e1 est\u00e3o tendo <strong>conversas ativas ou explorat\u00f3rias com provedores alternativos<\/strong>. Em FinServ, as empresas que citam a falta de integra\u00e7\u00f5es de IA t\u00eam 2,4 vezes mais probabilidade de avaliar um novo provedor, e aquelas que citam baixa confiabilidade t\u00eam 1,4 vezes mais probabilidade.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">O Paradoxo da Produ\u00e7\u00e3o de IA: Veja como os servi\u00e7os financeiros se comparam a outros setores<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nos servi\u00e7os financeiros, todo alerta de fraude que n\u00e3o dispara, todo saldo declarado com confian\u00e7a e declarado incorretamente, tem um impacto comercial real. Mas escalar as comunica\u00e7\u00f5es de IA\u00a0<a href=\"https:\/\/sinch.com\/blog\/leadership-mandate-customer-communications\/\" id=\"https:\/\/sinch.com\/blog\/leadership-mandate-customer-communications\/\">sem arriscar a confian\u00e7a do cliente<\/a>\u00a0vai muito al\u00e9m do investimento em governan\u00e7a. Tudo se resume \u00e0 infraestrutura sob o agente, onde o compliance \u00e9 incorporado e\u00a0<strong>onde cada intera\u00e7\u00e3o mant\u00e9m a confian\u00e7a ou a quebra<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os\u00a0<a href=\"http:\/\/sinch.com\/ai-production-paradox\" id=\"http:\/\/sinch.com\/ai-production-paradox\">Paradoxo da Produ\u00e7\u00e3o de AI<\/a>\u00a0mergulha em insights de 2.527 l\u00edderes corporativos para entender onde essas falhas come\u00e7am, quanto custam e por que a infraestrutura sob o agente decide quem sai na frente. Saiba como o FinServ\u00a0se compara\u00a0e o que est\u00e1 diferenciando os programas de IA mais maduros.<\/p>\n\n\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_791e10b69d8a4e4914be0721f54bf96b\">\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_791e10b69d8a4e4914be0721f54bf96b\">\r\n                O que os l\u00edderes empresariais est\u00e3o aprendendo da pior maneira sobre IA na produ\u00e7\u00e3o            <\/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\">Descubra o que mais de 2.500 tomadores de decis\u00e3o corporativos revelaram sobre os verdadeiros desafios de implantar IA em escala.<\/p><\/div>\r\n                            <\/div>\r\n        \r\n        <div class=\"text-start mt-5\"><a href=\"https:\/\/sinch.com\/ai-production-paradox\/\"  class=\"btn btn-secondary\" >Explorar descobertas<\/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-insights-pt"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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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