If you're thinking you can replace your human call center staff with a server farm of bots, think again. Nearly three-quarters of enterprises that deploy AI customer communications agents later roll them back or shut them down, according to new research suggesting the systems are far harder to manage reliably in production than the AI hype implied.

## The AI Production Paradox

Swedish comms-as-a-service firm Sinch surveyed more than 2,500 AI decision makers for its **AI Production Paradox** study. The starkest finding: **74% rollback or shutdown rate** for deployed AI customer communications agents tied to governance failures. But that’s not the only sign enterprise AI deployments are falling short.

AI rollback rates actually rise to **81%** among organizations with “fully mature guardrails.” Daniel Morris, Sinch Chief Product Officer, explains: "The most advanced organizations aren't failing less; they're seeing failures sooner. Higher rollback rates reflect better monitoring and control, not weaker performance."

## The Hidden Cost: Safety Infrastructure

**84% of AI engineering teams** spend at least half their time on safety infrastructure, leaving little time to develop AI. Most firms prioritize spending on AI trust, security, and compliance over AI development itself. A Sinch spokesperson noted: "When 75% put trust, security, and compliance in that top three — ahead of AI development itself at 63% — that’s a finding about where the priority sits."

## Consistent Across the Board

The rollback rate holds consistently across every region and industry, regardless of organizational size or budget. "Rollback isn’t a symptom of under-investment or being too small to afford proper guardrails," Sinch said.

## The Bigger Picture

This aligns with Gartner’s warning that **half of organizations** expecting AI to significantly reduce customer service headcount would abandon those plans by 2027. Brian Weber, VP analyst at Gartner, stated: "A agentless contact center is not yet technically feasible, nor is it operationally desirable." Unexpected costs and unintended results are contributing to abandonment plans.

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**Key takeaway:** The operational cost of running AI safely at scale is much larger than most organizations expect. Governance alone isn't fixing the problem; the issue runs deeper.

AI rollback rates hit 81% at firms with mature guardrails, suggesting enterprises are struggling to manage the systems in production, says Sinch

AI Customer Service Agents Failing: 74% Rollback Rate Reveals Harsh Reality

Ishan Technologies, a leading ICT company in India, has partnered with Oracle Communications to transform its service delivery and customer experience. This collaboration aims to modernize charging and billing, enabling faster time-to-market for new offerings, more flexible pricing, and improved operational efficiency.

## Key Highlights

- **Digital Transformation**: Ishan Technologies is evolving from a standalone telecom services model to an AI-enabled, digital-first infrastructure and experience platform.
- **Oracle Cloud Scale Monetization**: Deployed to combine advanced monetization and closed-loop automation via order orchestration, inventory, and service fulfillment.
- **Automated Orchestration**: Accelerates time to revenue for modern connectivity services like data networks, cloud interconnect, MPLS, SASE, and bandwidth-on-demand.
- **ML-Driven Root Cause Analysis**: Helps operations teams swiftly identify and resolve service-impacting issues.
- **Unified Rating**: Supports prepaid and postpaid customers with a single rating function, flexible charging, discounts, and billing adjustments.
- **Complex Enterprise Billing**: Includes multi-organization billing, enterprise hierarchies, single bill, and cross-line-of-business discounts.

## Why This Matters for Customer Service

By automating and integrating its operations, Ishan Technologies can deliver **faster service provisioning**, **better insight** through end-to-end network and service topology views, and **improved troubleshooting** capabilities. This translates to a more responsive and reliable customer experience.

## Quotes

"Partnering with Oracle Communications marks a significant milestone for Ishan Technologies," said Pinkesh Kotecha, CMD, Ishan Technologies. "This initiative gives us an integrated monetization foundation and flexibility for complex business models, enabling us to develop solutions tailored to evolving customer demands, boost operational efficiency, and accelerate our journey towards full digitalization."

Andrew Morawski, EVP and GM of Oracle Applications, Regulated Industries, added: "Innovative operators like Ishan Technologies are leading the way in creating connected digital experiences that respond to customer expectations and market demands."

## About the Companies

- **Ishan Technologies**: Founded in 2000, provides integrated solutions across network connectivity, data center services, cloud, and AI-ready digital platforms.
- **Oracle Communications**: Offers integrated communications and cloud solutions for service providers and enterprises.

This partnership underscores the importance of **digital transformation** in enhancing customer service agility and operational excellence.

Ishan Technologies Boosts Service Agility and Customer Experiences with Oracle
              
            
            
              
                Ishan Technologies Boosts Service Agility and Customer Experiences with Oracle
                PR Newswire
                AHMEDABAD, India and AUSTIN, Texas, May 13, 2026
              
              
Oracle Communications to support Indian ICT leader's goal to optimize operations and expedite delivery of new digital servicesAHMEDABAD, India and AUSTIN, Texas, May 13, 2026 /PRNewswire/ -- Ishan Technologies, a rapidly evolving information and communication technology (ICT) company, has selected Oracle Communications to drive an ambitious, end-to-end digital transformation initiative. The collaboration aims to modernize charging and billing, enabling faster time-to-market for new offerings, more flexible pricing and discount models, and improved operational efficiency across Ishan's portfolio. The program will also help establish a unified digital backbone to support Ishan Technologies' continued expansion.
    
                
                        
                     
                        
                
    
"Partnering with Oracle Communications marks a significant milestone for Ishan Technologies," said Pinkesh Kotecha, CMD, Ishan Technologies. "This initiative gives us an integrated monetization foundation and flexibility for complex business models, enabling us to develop solutions tailored to evolving customer demands, boost operational efficiency, and accelerate our journey towards full digitalization. Most importantly, it reflects our ongoing commitment to providing our customers with exceptional digital experiences."Ishan Technologies operates across five high-growth service lines, including enterprise internet and ISP/NLD connectivity over 100,000+ km of fiber, surveillance and networking integration, cybersecurity and compliance services, managed cloud and data center solutions, and smart city command centers.Accelerating business service delivery As demand for agile, data-driven infrastructure grows, Ishan Technologies is evolving from a standalone telecom services model to an AI-enabled, digital-first infrastructure and experience platform. Anchored in a commitment to superior service and long-term value creation, this transformation reshapes how the company will engage with customers. By deploying Oracle Cloud Scale Monetization and Oracle Unified Operations, Ishan Technologies can leverage solutions that combine advanced monetization and closed-loop automation via Oracle's order orchestration, inventory, and service fulfilment functions on a telco-grade platform.Automated orchestration will help accelerate time to revenue as the company transitions to modern connectivity services, integrating data networks, cloud interconnect, MPLS, SASE, and bandwidth-on-demand under a single umbrella. With Oracle, Ishan Technologies will be able to deliver end-to-end service lifecycle management for faster service provisioning, automatic identification, and mapping of network resources through integration with network monitoring and management tools, and end-to-end network and service topology views for better insight and troubleshooting. Machine learning (ML)-driven advanced root cause analysis capabilities will help Ishan Technologies' operations teams swiftly identify and prioritize service-impacting issues and initiate targeted actions to quickly resolve them.Advanced monetization will also help Ishan Technologies reduce custom development, improve billing accuracy, and accelerate new service launches. Built-in charging and billing plus payment and collections experiences are integrated across digital channels using TM Forum APIs. In tandem, Ishan Technologies can support unified rating across prepaid and postpaid customers using a single rating/calculation function, with flexible charging, discounts, and billing adjustments for campaigns, agreements, and differentiated offers. Complex enterprise billing model support includes multi-organization/legal-entity billing, enterprise hierarchies, single bill, and cross-line-of-business discounts."As service providers face increasing competition and disruption, they're turning to real-time, scalable digital platforms to simplify and automate business operations," said Andrew Morawski, executive vice president and general manager, Oracle Applications, Regulated Industries. "Innovative operators like Ishan Technologies are leading the way in creating connected digital experiences that respond to customer expectations and market demands."Aarav Solutions was chosen as the delivery partner based on more than 13 years of Oracle Communications implementation experience.To learn more about Oracle Communications industry solutions, visit the Oracle Communications LinkedIn page.About Ishan Technologies: Founded in 2000, Ishan Technologies is a leading ICT company with a strong pan-India presence, enabling organisations to build and scale digital infrastructure for the AI era. The company delivers integrated solutions across network connectivity, data centre services, cloud, and a unified AI ready digital platform, serving enterprises, government institutions, and retail customers. With over 25 years of expertise, Ishan Technologies is committed to building secure, scalable, and sovereign digital ecosystems that power India's next phase of digital and AI growth.About Oracle Communications Oracle Communications provides integrated communications and cloud solutions for Service Providers and Enterprises to accelerate their digital transformation journey in a communications-driven world from network evolution to digital business to customer experience. www.oracle.com/communications.About Oracle Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at oracle.com.Trademarks Oracle, Java, MySQL, and NetSuite are registered trademarks of Oracle Corporation. NetSuite was the first cloud company—ushering in the new era of cloud computing.



  View original content to download multimedia:https://www.prnewswire.com/news-releases/ishan-technologies-boosts-service-agility-and-customer-experiences-with-oracle-302770844.htmlSOURCE Oracle

How Oracle Is Supercharging Ishan Technologies' Customer Service and Agility

Customers today expect service that **anticipates** their needs rather than simply reacting after an issue arises. **Artificial Intelligence (AI)** is increasingly making that possible. By identifying issues early, assessing the impact on customers, and triggering necessary actions before a customer reaches out, AI is reshaping how service is delivered. For most organizations, the question is no longer whether to deploy AI in customer service, but how quickly it can be scaled. Waiting is no longer a safe option: companies that delay risk losing customers and falling behind on efficiency, while competitors who moved earlier continue to improve. Gartner predicts that at least **70% of enterprises** will begin their support interactions via a conversational AI interface by 2028, and IBM found that mature AI adopters saw **17% higher customer satisfaction**. AI-based customer service is far from perfect, but it already delivers high resolution rates for defined problems and is advancing rapidly to handle more complex interactions. Even so, AI is no longer an optional investment in modern service delivery—it is a **strategic imperative**.

## How Modern Systems Support Customer Service

Customer service platforms today are built on **Large Language Models (LLMs)**, **Natural Language Processing (NLP)**, and **Machine Learning (ML)** that understand intent, read sentiment, and generate accurate replies. **Agentic AI** goes a step further: it can review a case, apply a correction, and confirm the resolution with the customer, end to end, without a human in the loop. This is playing out across every customer-facing business model, from large enterprises to direct brands.

**AI driving B2C customer service at scale:** In B2C, enterprises interact directly with end-consumers at high volume, with a standardized service model where success is measured on repeat purchase and Customer Satisfaction Score (CSAT). Adoption is at scale and consumer appetite is ahead of most corporate deployment curves. Gartner finds that **51% of customers** are already willing to use a GenAI assistant to handle service interactions on their behalf. In India, a major social commerce platform’s GenAI voice bot handles **60,000 calls daily**, cutting support costs by **75%** with a **95% resolution rate**. In D2C, a leading beauty brand has automated **80% of customer inquiries** using AI, compressing response times significantly.

**AI at the core of B2B operations and service:** B2B adoption is growing just as fast and carries higher stakes, challenging the common perception that customer service is predominantly a B2C domain. In B2B retail, enterprises work with logistics, payments, and merchandising vendors where the focus shifts to retention, customer lifetime value (CLTV), and margins. Critically, customer service in B2B is embedded within broader operations across supply chain functions. A leading bank’s AI-enabled platform reduced service-related chat volume by **42%** while driving sustained growth among global enterprise accounts. Gartner predicts that **90% of B2B buying** will be AI agent intermediated, representing over **$15 trillion** in transactions by 2028.

What these deployments share is a common lesson in **sequencing**. While most organizations instinctively begin with customer-facing AI, reversing this model is fast emerging as best practice. Starting in the back office by automating ticket routing, case summarization, and knowledge management lays robust foundations, delivers faster returns, and reduces the risk of losing customers through poor interactions before the system is ready.

## What Well-Deployed AI Delivers

When deployed well, AI does not force a choice between cutting costs and improving quality. It moves all three performance levers simultaneously: reducing cost to serve, lifting customer satisfaction, and supporting revenue growth through faster resolution and stronger retention. In practice, this plays out as a third path beyond cost reduction or service excellence, positioning customer service as a **revenue engine**. For example, in one retail deployment, streamlining AI-driven issue resolution compressed resolution times from up to 13 days to under five days, keeping stores operational and protecting revenue. Store satisfaction scores rose by **19%** in the process. Customer service did not just support the business—it protected and grew it.

## What to Consider When Implementing AI-Powered Customer Service

There is no shortage of AI solutions for customer service. What takes the most time and effort is giving them **business context**. AI systems need to be grounded in a clear understanding of why they are being deployed, what value they should deliver to the end customer, and how that maps to enterprise goals. Technology platforms provide the tools; consulting partners provide the translation layer, converting service strategy into AI design and ensuring adoption holds across the organization. Organizations that treat AI implementation for CX as a technology project rather than a **business transformation** exercise consistently build systems that don’t factor in how customer journeys are designed, how decisions are made, and how frontline teams operate. This leads to chatbots, analytics tools, and knowledge AI solutions that might see some early success but have limited scale across channels and/or customer segments. By failing to factor in operating model changes, process transformation, governance and controls, and people impact (including KPIs and incentives), AI solutions for CX are likely to underperform with respect to business impact (revenue, cost, and experience).

**Legacy infrastructure and fragmented systems** are among the most stubborn technology barriers. Many contact centres run on a mix of CRM platforms, telephony systems, chat tools, and email queues that were never designed to share data. No AI system performs reliably on fragmented, inconsistent data. Laying strong data and process foundations is not preparatory work to be scheduled after go-live—it is the prerequisite that determines whether the AI investment compounds or stalls.

Treating AI investments in CX as another technology decision risks applying SaaS-era cost models to a fundamentally different economic reality. AI solutions in CX introduce a cost structure that scales with customer volume, complexity, and risk. Beyond licensing, organizations should account for **hidden costs** of AI: run-time cost (consumption, retries, fallback loops), orchestration cost (routing, handoffs), governance costs (controls, auditability, compliance, monitoring), risk (hallucinations, model drift and its impact on customer), and human-in-the-loop cost (exception handling, escalation management, rework). Gartner projects the average cost per AI-handled resolution could exceed **$3 per interaction** by 2030, above many offshore agent benchmarks, which means the business case needs to be built on value delivered, not cost of technology alone.

## The Future of AI-Powered Customer Service

Customer service is shifting from reactive support to **proactive, intelligent assistance**. The organizations that lead will be the ones that sequence deployment thoughtfully, starting with back-office automation and extending to customer-facing AI once data and process foundations are solid. They will define business value before configuring technology, and partner with advisors who bring the contextual judgment that platforms alone cannot provide. Organizations that bring these elements together will improve service quality, reduce operating costs, and build a customer experience that compounds into durable competitive advantage.

The organisations that lead will be the ones that sequence deployment thoughtfully, define business value before configuring technology, and partner with advisors who bring the contextual judgment that platforms alone cannot provide. 

AI in Customer Service: Not Optional, a Strategic Imperative

CenterPoint Energy has launched an **in-person customer service center** in Evansville, Indiana, marking a significant shift back to **face-to-face support** for utility customers. The new location allows residents to speak directly with representatives for billing questions, payment assistance, account setup, and more.

### Why In-Person Service Matters
While digital tools are convenient, many customers still prefer **personal interaction** for complex issues. This move by CenterPoint Energy acknowledges that **human connection** remains vital in customer service, especially for sensitive topics like energy bills and payment plans.

### What Customers Can Expect
The Evansville center offers:
- **One-on-one assistance** with trained representatives
- **Payment options** and financial aid guidance
- **Account management** support
- **Energy efficiency tips** and program enrollment

### A Trend in Customer Service
This launch reflects a broader trend where companies are **reintroducing physical locations** to complement digital channels. For job seekers, this signals **growing opportunities in customer service roles** that require strong interpersonal skills and empathy.

### The Future of Utility Customer Service
CenterPoint Energy's initiative could inspire other utilities to follow suit, blending **online convenience with offline support**. As customer expectations evolve, **hybrid service models** are becoming the new standard.

CenterPoint Energy launches in-person customer service in Evansville

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