US EditionInside the Coming Era of AI Agents that Handle Customer Service on Behalf of Brands
Sinch says 59% of consumers want information to flow across channels as AI assistants begin handling service requests for brands.
- Sinch reports that customer service is evolving as personal AI assistants begin handling inquiries on behalf of consumers, shifting interactions toward an emerging "internet of agents" capable of acting independently.
- Consumers increasingly demand data continuity, with 59% stating information flow between channels is vital; when brands fail to connect interactions, 81% report negative reactions including frustration and lost trust.
- Vandita Arora, group product manager at HubSpot, noted that data remains siloed across channels. "What still feels fundamentally broken is the isolation of data," Arora said, explaining why every interaction starts from zero.
- Early signals of this transition appear in projects like OpenClaw, where AI assistants communicate directly with systems without human involvement to resolve customer issues autonomously.
- Businesses must establish clear guardrails and define authority early for agent-to-agent interactions, as success depends on how organizations manage permissions and secure their internal systems against misuse.
13 Articles
13 Articles
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