Sendbird Launches Delight.ai, a Branded AI Concierge

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Sendbird Inc., the AI customer experience company, has launched Delight.ai, a branded AI concierge built on long-term memory. 

Delight.ai is designed for enterprises to deploy their own personal AI agent across every customer touchpoint, including in-app chat, voice, SMS, email and social, where it can remember, contextualise, anticipate and act on behalf of a brand.

With 62% of consumers now preferring automated support over waiting for human agents, and 75% of service and support leaders reporting increased budgets for AI initiatives compared to last year, AI-powered customer support has become the most critical revenue-generating centre for brands. 

Yet, most AI agents today are reactive, losing conversation history the moment they end, and forcing customers to repeat themselves across channels. The result is broken experiences that erode trust and drive customers away.

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“The reactive nature of conventional AI agents fails customers, creating a lack of confidence and limiting a brand’s potential and revenue stream,” said John Kim, Co-Founder and CEO of Sendbird. 

“In the AI economy, brands must evolve beyond transactional interactions to deploy agents that remember, anticipate and act autonomously. With Delight.ai, we are introducing the branded AI concierge, where success is driven by enduring memory and predictable customer lifetime value, not just service speed.” 

“Built on over a decade of communications expertise and governed by our proprietary Trust OS, Delight.ai delivers experiences that are personal, present and trustworthy, shifting customer engagement from cost centre to competitive advantage.”

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Delight.ai is the industry’s first branded AI concierge and connects with customers through a single, intelligent agent built on three strategic pillars:

• Persistent memory across all interactions: Absorbs signals from every conversation and action to form an evolving understanding of customers. This foundation enables hyper-personalisation that adapts over time and goes far beyond static CRM data;
• Omnichannel continuity and proactive engagement: Maintains context as customers move between chat, SMS, email and voice. When engagement stalls or customers switch channels, it proactively re-engages with them to keep conversations current; and,
• Enterprise-grade trust and governance: Built on Sendbird’s proprietary Trust OS, users have full observability, control and policy enforcement. Every response is traceable and each action stays within brand parameters, helping instil confidence to scale their AI agents safely.

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“Delight.ai has transformed the way we think about and use AI at Hanssem,” said Eugene Kim, CEO of Hanssem Furniture. “Not only do customers expect personalised interactions every time they reach out to speak with us, but they also want to feel remembered and understood – and Delight.ai delivers that.” 

“Since adopting it, we’ve been able to accurately engage customers on the first touchpoint 90% of the time, and customers have been surprised by how natural the experience feels.”

Delight.ai is available to mid-market and enterprise brands across retail, travel, on-demand services, B2B SaaS, fintech and healthcare. 

The platform is designed for businesses looking to deploy a branded AI concierge supporting engagement throughout the customer lifecycle, from sales and marketing to support and ongoing loyalty conversations, turning customer experience from a cost centre into a competitive advantage and revenue driver.

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