Sendbird Unveils Agent Steward to Redefine Autonomous AI Customer Experience Management

Agent Steward is the newest feature by Sendbird, which has just launched on the company’s AI platform, Delight.ai. With its new launch, Sendbird is ushering in the age of autonomous AI-powered customer experience management, where intelligent machines can assume complete responsibility for handling complex customer issues from start to finish. In addition to Agent Steward, Sendbird has launched the updated versions of Trust OS and Voice, adding more power to its already established AI customer experience ecosystem by making it self-governed and proactive in multilingual customer communication.

While many companies continue adopting artificial intelligence technology at an accelerated rate in every business sector imaginable, there is still plenty of room left in many organizations for improving AI-based processes. Namely, many businesses still suffer from the drawbacks of incomplete and fragmented AI systems, as they cannot handle multi-step interactions with customers effectively. Most current AI agents still rely extensively on human intervention during issue escalation, error resolution, and channel coordination.

However, new studies carried out by Sendbird reveal the increasing role of accountability in artificial intelligence from the perspective of consumers. As reported by the company, 57 percent of consumers believe that if artificial intelligence systems are able to rectify errors made and reverse decisions taken by themselves, they will be trusted more, while 59 percent value the possibility of overriding the actions of artificial intelligence systems as highly significant.

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“Most AI systems are effective at handling routine queries, but break down when it comes to complex, multi-step issues,” said John Kim, co-founder and CEO of Sendbird. “We see AI differently. The goal isn’t to replace human agents, but to elevate them, freeing them to focus on judgment and exceptions while AI owns coordination, follow-through and continuous improvement. That’s the shift from reactive tools to systems that manage the customer experience.”

Agent Steward Brings End-to-End AI Accountability

Agent Steward has been positioned as the company’s first AI agent built specifically for long-duration and multi-step customer service workflows. Unlike traditional AI chatbots that operate within limited transactional interactions, Agent Steward functions as a centralized coordinator capable of managing customer cases across departments, systems and communication channels.

The platform delivers several advanced capabilities, including end-to-end issue ownership, orchestration of sub-agents across internal systems, continuity across communication channels and seamless human escalation support when required. Customers interact with a single AI agent throughout the resolution journey, reducing friction commonly associated with repeated transfers and disconnected service experiences.

One practical use case highlighted by Sendbird involves a damaged television shipment handled by a third-party logistics provider. Traditionally, resolving such cases often requires multiple customer service representatives, lengthy follow-ups and significant operational costs. With Agent Steward, the issue can be proactively identified and managed by a single AI-powered system coordinating backend APIs, SMS, email and chat interactions while escalating only judgment-based decisions to human agents. This approach enables faster resolutions, improved customer communication and reduced business costs.

Trust OS 2.0 Introduces Self-Improving AI Governance

Taking a step further from last year’s release of the Trust OS framework, the new 2.0 version brings a new approach to AI governance in the form of autonomous improvement. One notable feature of the new version is Zero-Touch Improvement that allows an AI to identify and fix problems with its operation without the need for any manual adjustments or interventions.

This represents a major evolution in AI governance for enterprises because traditional methods of optimizing an AI are lengthy and involve many manual steps. These include identifying problems, updating procedures and workflow, testing changes, and deploying the solution, which may take weeks before completion.

Voice 2.0 Expands Proactive Customer Engagement

The SendBird team also launched Voice 2.0, which is a better version of the company’s conversational AI product that emphasizes proactive outreach. The system can be used to reach out to clients in more than 100 different languages. With its improved technology, companies can reach out to their customers in anticipation of any problems that may arise.

This means that businesses can automatically notify travelers of any potential problems related to flights, send payment reminders to clients, and provide customers with information regarding the services that the company offers. This will lead to increased satisfaction and loyalty among the customers.

Impact on the AI Customer Experience Industry

The release of Agent Steward, Trust OS 2.0, and Voice 2.0 is part of a larger change that is happening in the customer experience and enterprise AI space. There is an increasing need for AI systems that can not only automate mundane tasks but also manage complicated workflows autonomously with accountable outcomes.

For sectors like retail, telecommunications, travel, healthcare, and financial services, the power to integrate proactive communication, automated problem-solving, and self-governance can lead to significant savings, enhanced customer loyalty, and efficient processes.

With growing competition in the AI customer experience space, the recent updates from Sendbird mark the company’s leadership in enterprise-level conversational AI technology.