Sinch AB, a leader in customer communications, announced on July 16, 2025, the implementation of the Model Context Protocol (MCP) within its Customer Communications Cloud. This enables AI agents to dynamically handle messaging, voice, email, and verification tasks, driving transformative customer engagement.
Sinch implements Model Context Protocol for AI-driven communications.
Enables AI agents to manage messaging, voice, email, and verification tasks.
Supports 900 billion annual interactions for 175,000 businesses globally.
Achieves 80% autonomous request handling for a global insurer.
Retailer sees 3x engagement with conversational AI and RCS integration.
Available in developer preview with Claude, supports major AI frameworks.
Sinch’s adoption of the Model Context Protocol (MCP) positions its Customer Communications Cloud as a leader in AI-driven communications. MCP standardizes how AI agents execute tasks, enabling seamless integration of communication actions like marketing campaigns, notifications, and customer service interactions. “AI is transforming how businesses communicate, and Sinch has the proven infrastructure to make it work at scale,” said Robert Gerstmann, Chief Evangelist and Co-Founder at Sinch. The platform supports 900 billion annual interactions across 175,000 businesses in 60+ countries.
Sinch’s AI capabilities have delivered significant results: a global insurer autonomously handles 80% of customer requests in over 125 languages, while a leading retailer achieved 3x higher engagement using conversational AI with Rich Communication Services (RCS). According to Sinch’s State of Customer Communications Report, 95% of businesses are adopting or planning AI for customer communications, with IDC projecting the AI platforms market to reach $153.0 billion by 2028.
The Sinch MCP server, now in developer preview with Claude, equips AI agents with the knowledge to select communication channels, format messages for regional compliance, and ensure delivery. It integrates with platforms like OpenAI Agents SDK, AgenticFlow, Microsoft Azure AI Foundry, and Copilot Studio. “With MCP, we’re codifying decades of communications expertise into protocols that AI agents can understand, teaching them the specific requirements, compliance rules, and best practices needed for each use case and region,” Gerstmann added. This ensures reliable, compliant, and fraud-resistant communications.
Operating in over 60 countries, Sinch leverages local compliance expertise and routing intelligence to ensure resilient communications. Its MCP implementation exposes these capabilities to AI agents, enabling scalable, high-quality interactions across global markets. The platform’s enterprise-grade infrastructure supports businesses in navigating complex regulatory environments while maintaining operational efficiency.
Sinch’s MCP implementation marks a significant step in enabling AI agents to deliver seamless, compliant, and effective customer communications, reinforcing its leadership in the evolving AI communications landscape
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.