“Voice isn’t dead. It’s forming a great alliance with AI.” — Julia Fraser, Executive Vice President, Americas, Sinch

In a compelling conversation with Doug Green, Publisher of Technology Reseller News, Julia Fraser of Sinch shares a front-line view into the dual revolutions transforming business communications today: RCS (Rich Communication Services) and AI. Representing the Americas for the Sweden-headquartered cloud communications company, Fraser highlights how these technologies are reshaping customer engagement—while keeping human connection at the center.

Branded Trust and Richer Messaging

Sinch’s new research—spanning nearly 3,000 consumers and over 1,600 business leaders—shows that 54% of consumers prefer RCS over SMS/MMS, with 59% calling it a “game changer.” Fraser explains how branded and verified RCS messages not only improve trust and open rates, but also drive tangible results like abandoned cart recoveries. “When a consumer knows the message is really from their bank or retailer, they’re more likely to act,” Fraser notes.

AI-Powered Personalization, Real-Time Care

The discussion dives deep into how AI enhances everything from marketing to customer care. Whether it’s a personalized retail offer or a voicebot that helps resolve flight delays or financial fraud, AI is helping organizations anticipate needs and respond quickly. “AI isn’t something to fear,” Fraser stresses. “It drives productivity and deeper personalization—across all generations.”

Voice + AI = The Future

Despite predictions that voice is on its way out, Fraser says the opposite is true—especially in financial services and healthcare. Sinch’s data shows that 63% of businesses plan to adopt voice AI bots this year, with that figure rising to 86% in financial services. Whether it’s a late flight, a blocked card, or a bereavement call, voice remains critical—and AI makes it faster, smarter, and more empathetic.

Human-Centered Design

From seamless triage in healthcare to respectful handling of debt collection, Fraser emphasizes the need to know when to hand a conversation off from a bot to a human. “It’s not just about resolution. It’s about doing so with trust, security, and empathy.”

Four Pillars of Communication Success

Sinch organizes its customer communication strategy around four pillars:

Keep customers informed

Keep customers safe

Keep customers happy

Drive engagement and loyalty through personalization

And RCS and AI—working together—power all four.

For more insights and to access Sinch’s full research report, visit sinch.com.