Digital conversation volume to grow up to 5-fold with AI agents, Sinch says

Communication between businesses and consumers is about to enter a phase of unprecedented expansion.According to Sinch forecasts, the volume of digital interactions is expected to grow between three and five times by 2026, driven by the accelerated adoption of artificial intelligence agents by both brands and users.

This advance will be made possible by reducing the marginal cost of conversation, which tends to approach zero, allowing companies to perform up to 20 touch points per consumer to generate conversion, relationship and loyalty. Instead of focusing only on solving demands quickly, the next generation of service should prioritize deeper and more frequent conversations, capable of creating opportunities for continuous engagement.

The move gains traction in a context where voice-to-speech models are achieving human-like latency and call deviation rates reach 65%, based on the 2025 First Quarter Outcome Survey. This will allow companies to let customers chat as much as they want, turning every service interaction into a potential sales, retention and relationship building opportunity. AI agents, once seen as cost-saving tools, now play a central role in generating revenue by responding, learning and recommending proactively.

According to Robert Half, 68% of organizations plan to implement semi-autonomous agents integrated into core operations by 2026, accelerating the transformation of digital care. “We are entering an era where talking will be more natural, cheap and efficient than ever. AI will not replace the human gaze & will amplify it, says Mario Marchetti, director general of Sinch for Latin America.

In retail, the results already appear.Gupshup/Decagon data indicates that companies that incorporated AI into interactions recorded an increase from 25% to 30% in the average ticket and up to three times more post-service conversions. The combination of intelligent agents, contextual automation and conversational experiences tends to generate a wave of growth for companies that invest in integrated journeys.