Global AI communications company Sendbird (CEO Dongshin Kim) held 'Spark Korea 2025' at the Sofitel Ambassador Seoul Hotel on the 17th and announced its customer experience innovation strategy and next-generation product roadmap to respond to the AI agent era.
This conference was themed "Delightful Customer Experiences through Personalized Customer Concierges in the AI Agent Era." Sendbird went beyond simple automated chatbots and proposed AI concierges, which remember customers' emotions, intentions, and context and respond appropriately, as a core direction for next-generation customer experiences.
The main session introduced the framework and implementation strategy of "delight.ai," a brand-tailored AI concierge. Delight.ai learns brand information and customer conversation data to autonomously provide services, remembering customer preferences and context to deliver a consistent experience across various channels. Beyond simple responses, it proactively identifies customer situations and makes suggestions, continuously improving the quality of its responses based on conversation data.
Kim Dong-shin, CEO of Sendbird, delivered a keynote speech, introducing customer experience innovations leveraging AI agents and delight.ai's differentiating factors. In the live demo session that followed, Lee Sang-hee, CEO of Sendbird Korea, demonstrated features such as Follow-Your-Customer Conversation (FYC) and OmniPresent AI in an online shopping mall environment.
In the "AI Insights" session, global companies such as McKinsey, AWS, Twelve Labs, and MarkVision shared examples of AI-based customer experience implementations. Domestic companies such as Kurly, Noom, Socar, and HiPages Group presented operational performance and insights gained through the adoption of AI agents.
In the final "Ask the Sendbird Team" session, actual implementation procedures and operational standards, including action book design, data structuring, and conversation quality management, were explained based on questions from participating companies' executives.
Kim Dong-shin, CEO of Sendbird, said, “In the era of AI agents, understanding and consistently managing customer intent and context is key to brand competitiveness.” He added, “delight.ai provides a foundation for companies to comprehensively design customer experiences, and Sendbird will continue to expand related technologies and ecosystems.”
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