Sendbird, the AI customer experience leader, has announced a significant expansion of its Delight.ai platform with the launch of Agent Steward, Trust OS 2.0, and Voice 2.0. This suite of updates shifts the paradigm of AI in customer service from reactive, fragmented tools to accountable systems capable of owning complex, multi-step issues from start to finish. By embedding self-correction and proactive outbound engagement, Sendbird aims to bridge the trust gap identified in its recent research, where 57% of consumers stated that an AI’s ability to reverse decisions would increase their trust.
Agent Steward: The first AI agent designed for "long-horizon" tasks, providing a single point of accountability across systems and channels.
Trust OS 2.0: Introduces "Zero-Touch Improvement," allowing AI to diagnose and fix its own mistakes autonomously in real time.
Voice 2.0: Delivers advanced, multi-lingual (100+ languages) real-time outbound capabilities for proactive customer engagement.
Accountability Gap: 59% of consumers say the ability to override an AI agent is critical to their trust.
Infrastructure: Built on Sendbird's proven communications API, which powers over 7 billion conversations monthly for brands like DoorDash and Yahoo Sports.
Current AI agents often fail when a customer issue requires multiple steps or handoffs between departments. Agent Steward is built to act as the "single owner" of a case. It orchestrates sub-agents and coordinates across chat, SMS, and email, maintaining the context of a conversation for hours or even days. For example, in a complex logistics dispute involving damaged goods, Agent Steward manages the backend API calls and status updates, only escalating to a human when specific judgment or exceptions are required.
Trust OS 2.0 moves beyond simple visibility to autonomous improvement. Its "Zero-Touch Improvement" capability is a fundamental shift for enterprise AI; instead of developers manually rewriting rules after a failure, the system identifies and corrects its own errors instantly. This reduces the "fix cycle" from days to seconds, ensuring that compliance and brand standards are maintained without constant human intervention.
With Voice 2.0, Sendbird transitions from reactive support to proactive communication. The system can reach out to customers across 100+ languages to address potential issues before they escalate—such as notifying travelers of flight disruptions or sending payment reminders. This shift enables brands to provide a more concierge-like experience that focuses on prevention rather than just resolution.
"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." — John Kim, Co-founder and CEO of Sendbird
Delight.ai The industry's first branded AI concierge built for customer experience. Delight.ai leverages long-term conversational memory, omnichannel presence, and proprietary TrustOS governance to ensure every AI interaction is accurate, observable, and hyper-personalized.
Sendbird An AI customer experience company providing the underlying infrastructure for Delight.ai and the Sendbird Communication Suite. Backed by ICONIQ and SoftBank, Sendbird serves over 4,000 apps globally, facilitating billions of trusted conversations every month.
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