Sendbird unveils 'delight.ai,' a brand-tailored AI concierge, creating a human-like conversational experience where AI remembers and responds like a human.

– Presenting a hyper-personalized AI brand that understands customers' emotions and context.

Realizing human conversations with core technologies such as memory , OmniPresent, and Trust OS.

Support for building customized AI concierges for each brand, with plans to expand across industries.

Global communication platform company Sendbird (CEO Dongshin Kim) held a media roundtable at its Sendbird Korea headquarters in Gangnam-gu, Seoul on the 19th and unveiled its brand-tailored AI concierge, 'delight.ai.'

At this roundtable, Lee Sang-hee, CEO of Sendbird Korea, presented delight.ai's brand philosophy and technical architecture. He also proposed a new direction for customer experiences, where AI understands human emotions and context to enable natural conversations. Lee stated, "Sendbird aims to develop AI that understands human emotions and experiential value based on sophisticated technology. Delight.ai will read, remember, and respond to emotions just like humans, further developing communication between brands and customers in a more natural and human way."

delight.ai goes beyond simple customer data management. Sendbird connects 320 million users worldwide and relays over 7 billion messages per month. What it's learned is that the context and intent customers provide to businesses through conversations are far more important than simple structured data.

The real-world customer experience is fraught with endless wait times, starting over from scratch with every repeated inquiry, and mechanical and inconsistent responses. CEO Lee Sang-hee emphasized, "Many companies define customer service solely with the goal of faster and more efficient communication. However, to truly develop customer relationships, we need to understand them more deeply and create business opportunities based on that relationship."

delight.ai is a brand-tailored AI concierge that understands and remembers customers' conversations, preferences, and emotions to provide personalized responses. The name "delight" embodies the brand's philosophy of using technology to create experiences where customers feel "remembered, understood, and cared for," restoring the emotional connection and human warmth between people and brands.

Delight.ai doesn't simply provide formulaic answers to questions. Instead, it analyzes the customer's emotions and intentions, responding with a tone appropriate to the situation and engaging in natural conversations. For example, if a customer says, "I'm currently preparing for a marathon" or "I have a dog," delight.ai remembers this and offers suggestions tailored to their interests, such as sneaker recommendations or pet-related benefits. As conversations progress, delight.ai gains a deeper understanding of the customer and develops personalized experiences based on accumulated memories, strengthening the long-term relationship between the brand and its customers.

This conversational experience is implemented based on Sendbird's proprietary AI infrastructure.

The Customer Memory Platform (AMP) doesn't simply store information; it processes and acts on customer memories to align with a company's business intent. Depending on a company's goals, such as increasing customer retention, improving repeat purchases, or reducing churn, AI constructs personalized conversations accordingly. For example, if a customer says, "I'm training for a marathon," it will seamlessly provide suggestions tailored to their interests, including recommendations for shoes, clothing, and even nutrition.

Hyper-personalized conversations (FYC) are based on memory, personalizing everything from tone and intonation to content and channel. Customers experience this as their own concierge, not a chatbot, and begin to voluntarily share more honest and in-depth information. This enriches AI learning and leads to a virtuous cycle of more sophisticated, personalized services.

Omnipresence doesn't simply offer multiple channels; it creates a seamless experience throughout the customer journey. Whether a customer starts a consultation on the web, switches to mobile, and then transitions to a voice call, AI remembers all the context. Even more innovative is the "real-time dual-channel" feature, which allows you to simultaneously communicate with customers via chat while simultaneously checking and adjusting information with internal representatives via voice call.

delight.ai enables businesses to operate AI agents with confidence. Observability tracks all AI actions, human monitoring allows for human intervention in AI decision-making, and sophisticated control systems ensure immediate implementation of company-defined policies. Within this trust-based structure, AI simultaneously guarantees service quality and security.

Starting with delight.ai, Sendbird plans to expand human-like AI conversational experiences across industries, enabling brands to build AI concierges tailored to their services and customer experiences.

Lee Sang-hee, CEO of Sendbird Korea, said, “AI is now evolving beyond a tool for efficiency into a technology that redefines the relationship between brands and customers.” He added, “We will continue to use communication technology to help brands build AI concierges that fit their individual characteristics, and create an era where technology evolves around human experience.”