Why 74% of enterprises are rolling back their AI agents

Enterprise AI in customer communications has reached a critical point. While many organizations have deployed AI agents, challenges like governance failures, costly rollbacks, and a gap between leadership confidence and operational reality persist.

A survey of 2,527 decision-makers across 10 countries reveals why production-stage AI struggles despite major investments. Key findings:

• 74% have rolled back a live AI agent, with failure rates higher in governed programs
• Engineering teams prioritize safety guardrails over customer experience
• Communications infrastructure satisfaction predicts AI success

Read the report to learn how to close the gap between AI ambition and sustainable outcomes.