– Implementing a 'promptless' method that analyzes customer behavior in real time and responds first
– Realizing consistent customer experience based on omnichannels such as web, app, and messenger
– Proven effective by global adopters, including up to 2.8 times increase in conversion rate and reduction in CS costs
– Full-scale expansion of the domestic market centered on commerce, fintech, and retail
AI communication platform Sendbird (CEO Dongshin Kim) has officially launched a new AI solution, ‘Omnipresent AI Agent.’
While existing AI agents remained in a 'reactive' mode, waiting for customers' questions, the core of this solution is that it redesigns the customer experience in a 'promptless' manner that analyzes customers' behavior in real time and responds first.
If a customer stays on the product description page for a long time, a summary of frequently asked questions (FAQ) is provided first, and if a possibility of abandonment is detected right before payment, a notification is automatically sent. After purchase, guidance on procedures related to returns or exchanges is also provided preemptively. All processes are automatically carried out based on the customer's real-time behavior, and even if the customer moves between various channels such as web, mobile, email, SNS, mobile messenger, and phone, the context of the previous conversation is maintained to provide a consistent response without interruption.
In addition, Omnipresent AI is designed based on APIs, so it can be flexibly linked with the company's existing FAQs, customer relationship management (CRM), and operational workflows, and the timing, content, and intervention conditions of messages can be freely set to suit the brand.
These features are particularly powerful in industries where customer contact occurs in real time. For example, in commerce or life-oriented services, problems such as delivery delays can be detected in advance and notification messages can be sent before customers complain, and in the travel industry, flight delays can be responded to in real time to encourage rebooking or preemptively respond to requests for changes to accommodation reservations. In addition, subscription services can detect customers with a high risk of cancellation in advance and offer customized benefits to reduce churn.
In fact, when introduced to global clients, the conversion rate increased by up to 2.8 times, the number of CS inquiries decreased by more than 40%, and the consulting operation cost was reduced by an average of 35%.
Sendbird plans to expand OmniPresent AI to the domestic commerce, fintech, and retail industries, and plans to expand its solutions to customer behavior-based marketing automation and personalized communication in the future.
Sendbird CEO Dong-shin Kim said, “Omnipresent AI agent goes beyond answering customers’ questions and proposes a new customer support paradigm that predicts customers’ needs and approaches them first.” He added, “Based on our technological prowess that has already been verified through numerous global customers, we will actively support domestic enterprise companies to realize more effective customer experience strategies.”
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