Sendbird Launches Delight.ai, the First Branded AI Concierge Built on Long-Term Memory

Sendbird Inc. is a top AI-powered customer experience platform. It serves over 300 million users each month. The company has launched Delight.ai, an innovative AI concierge with long-term memory. Delight.ai helps businesses provide seamless, personalized interactions. You can use it in all customer engagement channels, such as in-app messaging, SMS, email, social media, and voice. It intelligently remembers and acts on brand-consistent context.

As customer expectations change, AI-driven service is now a must-have. Sixty-two percent of consumers prefer automated support over waiting for a human. Also, 75% of service leaders are boosting their AI budgets each year. This shows that organizations want autonomous support systems to improve revenue and efficiency. However, many AI agents are still reactive. They often lose context after each chat, leading to repetitive and fragmented experiences.

“The reactive nature of conventional AI agents fails customers, creating a lack of confidence and limiting a brand’s potential and revenue stream,” said John Kim, co-founder and CEO of Sendbird. “In the AI economy, brands must evolve beyond transactional interactions to deploy agents that remember, anticipate and act autonomously. With Delight.ai, we are introducing the branded AI concierge, where success is driven by enduring memory and predictable customer lifetime value, not just service speed. Built on over a decade of communications expertise and governed by our proprietary Trust OS, Delight.ai delivers experiences that are personal, present and trustworthy, shifting customer engagement from cost center to competitive advantage.”

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Three Pillars Powering the Next Generation AI Concierge

Delight.ai becomes the industry’s first branded AI concierge by integrating three foundational capabilities:

Persistent, Long-Term Memory
The platform constantly gathers signals from customer interactions. This creates a dynamic profile. Brands can provide hyper-personalized experiences that exceed traditional CRM data.

Omnichannel Continuity and Proactive Engagement
As customers move from chat to SMS, email, or voice, Delight.ai retains complete context and automatically re-engages when conversations pause or shift channels-ensuring an uninterrupted, human-like flow.

Enterprise-Grade Governance and Trust
Built on Sendbird’s proprietary Trust OS, businesses maintain full visibility and control over the AI agent’s actions. Every response is traceable and governed by brand-specific parameters, enabling safe, compliant scalability.

“Delight.ai has transformed the way we think about and use AI at Hanssem,” said Eugene Kim, CEO of Hanssem Furniture. “Not only do customers expect personalized interactions every time they reach out to speak with us, but they also want to feel remembered and understood – and Delight.ai delivers that. Since adopting it, we’ve been able to accurately engage customers on the first touchpoint 90% of the time and customers have been surprised by how natural the experience feels.”