Sendbird Inc., a leading AI communications platform, has launched Trust OS, an enterprise-grade AI accountability system designed to ensure responsible and scalable AI agent behavior. Announced on July 30, 2025, this framework addresses the growing need for trust in AI-driven customer interactions by combining observability, control, and human oversight.
Sendbird introduces Trust OS, an AI accountability system with 14 features.
Enhances observability, control, oversight, and scalable infrastructure.
Reduces pilot-to-production timelines by 90% with automated testing.
Catches 99% of AI hallucinations with flagged messages and suggestions.
Supports role-based access for safe, autonomous AI agent deployment.
Trusted by brands like DoorDash, powering 7 billion monthly conversations.
A recent Gartner report highlights customer trust as a major barrier to adopting agentic AI. Sendbird’s Trust OS fills this gap by providing tools to manage AI agents responsibly. "AI agents have extraordinary potential to shape the front lines of customer experience, moving beyond simple interactions to take meaningful actions on our behalf," said John Kim, co-founder and CEO of Sendbird. "But as these agents gain agency, they must also be grounded in accountability."
Trust OS focuses on four key areas: observability, control, oversight, and scale-proven infrastructure. Observability offers full visibility into AI agent decisions, enabling rapid troubleshooting. Control allows teams to fine-tune deployments to align with brand goals. Oversight ensures human supervision for high-stakes interactions, while the platform’s infrastructure supports high-volume operations, powering over 7 billion conversations monthly for brands like DoorDash.
Trust OS delivers significant outcomes, including a 90% reduction in pilot-to-production timelines through automated testing, eliminating manual QA. It catches 99% of AI hallucinations with flagged messages and knowledge suggestions, ensuring accuracy. The platform’s role-based access and selective deployment enable safe scaling of multiple AI agents, enhancing autonomy without compromising oversight.
By embedding rigorous safeguards, Trust OS ensures AI agents deliver accurate and positive outcomes. Its 14 unique features provide a comprehensive foundation for enterprise-grade AI accountability, from real-time monitoring to customizable permissions. This approach aligns with the principles of responsible AI, fostering trust and enabling businesses to integrate AI confidently into customer experiences.
Sendbird’s Trust OS sets a new standard for AI agent accountability, empowering enterprises to deploy scalable, trustworthy AI solutions. By addressing trust barriers with robust controls and oversight, Trust OS positions Sendbird as a leader in responsible AI-driven customer engagement.
Sendbird is the omnichannel AI agent platform used by global enterprises to elevate customer experience, by initiating autonomous support & sales conversations, keeping humans in the loop for complex inquiries, and re-engaging customers with proactive business messages.
Combining omnichannel AI and battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale. Trusted by 4,000+ leading brands—including DoorDash, Match Group, Noom and Yahoo Sports—Sendbird powers over 7 billion conversations every month, offering exceptional reliability, security, and compliance that meet enterprise-level demands.
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