Episode
How Sinch Sees AI Triggering The Biggest Communication Shift Since SMS
- Podcast
- Tech Talks Daily
- Published
- Jun 22, 2026
- Duration seconds
- 1877
- Processing state
not_requested- Canonical source
- https://techtalksnetwork.com/
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Summary
What happens when AI agents start talking to customers more often than humans do? In this episode, I'm joined by Robert Gerstmann, co-founder and Chief Evangelist at Sinch, to discuss what may be the biggest shift in business communications since SMS transformed how organizations connected with customers. As someone who helped build Sinch from a bootstrapped startup into a global communications platform serving enterprises worldwide, Robert offers a unique perspective on where customer engagement is heading next. Our conversation traces the evolution of business communications from the early days of SMS and feature phones to today's world of conversational AI, rich messaging, voice agents, and intelligent engagement platforms. Robert explains why communication networks are evolving from simple connectivity infrastructure into intelligent conversation platforms that support increasingly sophisticated customer interactions. We explore Sinch's prediction that AI agents could increase conversation volumes by three to five times across industries and discuss what that means for businesses that are already struggling with fragmented customer data, disconnected systems, and rising customer expectations. Robert shares why many organizations remain unprepared for the scale and complexity of AI-powered interactions and why getting the data foundation right is becoming a business priority. The conversation also examines the surprising resurgence of voice. While messaging has dominated much of the discussion of the digital customer experience in recent years, Robert explains why AI is giving voice a new purpose. As voice interactions become more natural, contextual, and responsive, organizations are beginning to see voice not as a legacy channel but as a vital part of delivering h…