Sinch Expands its Conversational API with AI Capability

Sinch has upgraded its Conversation API with Smart Conversations, a powerful AI capability that lets businesses automate and personalize conversations across multiple channels while optimizing costs.

This release comes as the company's effort to meet the increasing demand from vertical sectors like retail and financial services for valuable insights, cost reduction, and personalized interactions.

"As part of Sinch's commitment to innovation, generative AI models are now being seamlessly integrated into our technology components. This type of integration helps both our B2B software builders as well as our enterprise customers as it enables natural language processing (NLP) tasks to be trained with fewer examples, leading to more accurate responses and improved customer experiences. By combining the power of generative AI models with Sinch's own Conversation API, Smart Conversations now offers turnkey sentiment analysis, providing businesses with deeper insights into customer feedback," said Jon Campbell, Senior Director of Messaging Products, Sinch.

Using AI, Smart Conversations analyzes incoming messages from any channel supported on Conversation API and provides insights into customer journeys and customer intent. As a result, agents are able to deliver better customer experiences (CX).

Sinch Conversation API enables seamless communication across popular messaging channels like WhatsApp, Instagram, and more. With the new release, it integrates AI features such as automatic intent recognition and sentiment analysis. It also uses advanced models such as document comprehension from images (OCR), profanity detection, document classification, and automatic audio transcription, which contributes to streamlined processes. On top of this, Sinch uses its own proprietary Natural Language Understanding (NLU) engines to power its chatbots.

Currently, over 150,000 businesses are using Sinch's Customer Communications Cloud, and Sinch is the only CPaaS company acknowledged by Gartner in its Magic Quadrant for Conversational AI.