Sendbird has added Agent Steward to its Delight.ai platform for customer service. The feature, plus Trust OS 2.0 and Voice 2.0, will help Sendbird offer customer experience management powered by AI that is more accountable, automated, and capable of proactive engagement. Agent Steward is capable of handling highly complicated and multi-stage customer problems single handedly by being a point of contact in coordinating various systems, teams, and communication channels while assurance of continuity during the resolution process is kept.
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Trust OS 2.0 further develops Sendbird’s governance system by allowing AI to recognize, diagnose, and fix its own faults through a new feature called “Zero-Touch Improvement, ” That means decreasing the necessity for manual supervision at all times. Meanwhile, Voice 2.0 adds proactive outbound engagement with support for more than 100 languages, allowing businesses to notify and assist customers before issues escalate. According to Sendbird research, consumers increasingly value AI systems that can reverse decisions and be overridden when necessary, highlighting the growing demand for trustworthy automation. “Most AI systems are effective at handling routine queries, but break down when it comes to complex, multi-step issues,” said John Kim.