Sinch has announced new AI capabilities for its CPaaS solution, with the launch of Sinch AI.
Available within the Sinch Customer Communications Cloud, Sinch AI will provide businesses with advanced AI tools that the company claims will deliver “unparalleled, trustworthy conversational experiences.”
The solution promises to enhance all major business functions. Marketing and support teams will benefit from generative writing tools and sophisticated bots, while developers and product managers will have access to advanced API tools that detect conversational nuances, such as sentiment and intention.
Sinch AI will also be supported by the company’s Super Network, which proactively filters out fraud.
In discussing the new tool, Sean O’Neal – Chief Product Officer at Sinch – highlighted the company’s continued focus on maximizing the potential of AI:
As an organization, we believe AI must be intentional and address our customers’ communications needs. AI has always been central to our vision, and Sinch AI truly represents the next evolution in this journey.
So, let’s take a closer look at how Sinch AI will impact the company’s overall CPaaS infrastructure.
Can AI Take Sinch to the Next Level?
Throughout the company’s official Sinch AI announcement, there is clearly an emphasis placed on not using AI for the sake of it.
Sinch highlights the solution’s ability to boost efficiency, protect against fraud, and improve message understanding, as part of the company’s “purpose-driven” approach to AI.
This considered AI strategy was also mentioned by Sibito Morley, Chief Data & Transformation Officer at Sinch, who commented:
“While innovation is at our core, being a trusted partner isn’t negotiable.
The current AI landscape is complex, with both exciting innovations and potential pitfalls. To ensure businesses can confidently use Sinch AI, we are committed to embedding robust AI governance from the onset.
“These safeguards are integral and present at the highest levels within Sinch.”
Interestingly, this new innovation comes less than a month after Sinch was named as a Leader in the Gartner Magic Quadrant for CPaaS 2024 – and Gartner’s analysis may provide some context for the reasons behind the launch of Sinch AI.
While Sinch was one of only four companies to receive the highest rank of Leader in the report, and garnered praise for its extensive CPaaS channel coverage and diverse go-to-market model, gartner also outlined a few shortcomings.
Most notably, Gartner felt that in focusing on acquisitions, Sinch had fallen behind some of its competitors in terms of innovation and launching new products.
While there is no way to tell whether Sinch AI is a response to Gartner’s insights, it could well be a sign that the company will be turning its attentions towards innovations moving forward.
More CPaaS News from Sinch
Like the crescendo of a classic action movie where one-time rivals are forced to team together for the greater good, late last year, Sinch and Webex announced the release of Sinch Calling with Webex.
The two CPaaS competitors combined Sinch’s voice technology with Webex’s collaboration features to offer an all-in-one solution that includes advanced messaging and meeting capabilities.
The integration aims to provide businesses with high-definition voice and video performance for improved customer engagement and collaboration, eliminating the need to manage multiple service providers.
It is positioned as an ideal choice for companies seeking a unified, high-quality communications platform.
