Customer support bots are everywhere now—but most of them still suffer from goldfish-level memory. Sendbird wants to fix that. The company today launched Delight.ai, a branded AI concierge designed to remember every interaction, follow customers across channels, and actually act on behalf of a brand. Think of it as a customer support agent that doesn’t forget you the moment the chat window closes.

Sendbird, which already powers conversations for more than 300 million people per month, says Delight.ai is meant to be deployed anywhere customers communicate: in-app chat, voice, SMS, email, and social channels. The draw? Long-term memory that adapts, anticipates, and personalizes over time—something most AI agents don’t even attempt.

Why This Matters Now

Consumers have made their preferences clear: 62% now choose automated support over waiting for a human, and 75% of service leaders are increasing their AI budgets this year. If customer experience is a revenue engine—and for many brands it is—the AI servicing it can’t be amnesiac.

Most AI support systems are reactive, instantly forgetting conversation context and forcing users to repeat themselves across channels. Not only is that inefficient, it’s a fast track to customer churn. Sendbird argues that Delight.ai shifts the equation from transactional service to proactive, memory-driven engagement.

CEO John Kim doesn’t mince words: conventional AI agents “fail customers,” he says, limiting trust and revenue. By contrast, Delight.ai aims to deliver “personal, present and trustworthy” experiences—less chatbot, more concierge.

What’s New: How Delight.ai Works

Sendbird positions Delight.ai as the first branded AI concierge built on long-term memory, anchored around three strategic pillars:

1. Persistent Memory That Actually Persists

Instead of relying on static CRM records or short-lived session data, Delight.ai absorbs signals from every interaction—actions, preferences, behaviors—to build an evolving customer profile. The promise: personalization that matures over time rather than resetting with each ticket.

2. Omnichannel Continuity and Proactive Follow-Up

Switching from SMS to chat mid-conversation? Delight.ai carries context with you. Drop off halfway through a conversation? It proactively re-engages. This continuity is key for brands juggling multiple touchpoints—and tired customers who hate repeating themselves.

3. Enterprise-Grade Governance via Trust OS

Concerns about AI autonomy? Sendbird has an answer: Trust OS, a governance layer offering observability, policy controls, traceability, and guardrails. The pitch is clear—give your AI agent autonomy, but never let it color outside the brand lines.

A Real-World Proof Point

Hanssem Furniture, an early adopter, claims Delight.ai now nails 90% of first-touch engagements and delivers interactions that feel “natural,” according to CEO Eugene Kim. The metric that matters: customers “feel remembered”—a rarity in today’s fractured support landscape.

Where Delight.ai Fits in the Market

AI support tools like Intercom Fin, Zendesk’s AI agent, and Ada have pushed personalization and efficiency forward—but none emphasize persistent, customer-specific memory as a core feature. That’s where Sendbird is positioning its differentiator.

If Delight.ai delivers on its promise, it could redefine what brands expect from their AI agents—moving from fast responses to relationship-driven engagement that impacts lifetime value.

Who It’s For—and What Comes Next

Delight.ai is available now for mid-market and enterprise companies across retail, travel, on-demand services, SaaS, fintech, and healthcare. Because it can work across the full lifecycle—sales, marketing, support, loyalty—it’s pitched as a revenue driver, not just a support tool.

The bigger question is whether persistent-memory AI becomes the new standard in customer experience. If it does, Delight.ai may have arrived right on time.

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