Sendbird Launches Brand AI Concierge 'delight.ai'

## Sendbird Opens New Horizons in Customer Experience with the Unveiling of its Emotional AI Concierge ‘delight.ai’ Sendbird, a leader in global communication platforms, completely unveiled its innovative brand-customized AI concierge ‘delight.ai’ through a media roundtable held on the 19th at its Gangnam, Seoul headquarters, thereby presenting the future of customer communication. This announcement goes beyond simple efficiency, heralding a new dimension of AI experience that deeply understands, remembers, and communicates with customer emotions and context. At this event, Lee Sang-hee, CEO of Sendbird Korea, introduced in detail the philosophy delight.ai aims for and its technological foundation. CEO Lee emphasized, “AI is no longer merely a tool for efficiency; it is evolving into a core technology that redefines the relationship between brands and customers,” clarifying delight.ai's pursuit of a ‘human-centered AI’ vision. **delight.ai: An AI Concierge that Remembers, Understands, and Connects** The core of delight.ai lies in comprehensively understanding and remembering customers' conversation history, preferences, and even emotions to provide perfectly personalized responses. Breaking away from conventional, standardized chatbot responses, it is characterized by analyzing customers' subtle emotions and intentions to react in the most appropriate tone and manner for the situation. For example, if a customer mentions, “I’m preparing for a marathon recently,” delight.ai remembers this information and in the next conversation, naturally follows up with personalized suggestions that match the customer's interests, such as recommending running shoes. Based on the vast memory accumulated as conversations continue, the AI continuously provides experiences optimized for each individual customer, much like an old friend or a trusted personal assistant. This embodies Sendbird's philosophy that, beyond simply acquiring information, customers are helped to form a deep sense of connection with the brand through the special experience of being remembered and understood. **Exceptional Experience Backed by Robust AI Infrastructure** This remarkable conversational experience of delight.ai is implemented based on Sendbird's proprietary AI infrastructure. * **Memory:** By systematically managing all customer conversation history and preference data, it maximizes AI learning efficiency and enables more sophisticated personalization over time. * **Omnipresent AI:** Across all communication channels customers interact with, such as chat, phone, app, and web, it seamlessly maintains conversational context and continuity, ensuring a consistent and seamless customer experience in any environment. * **Trust OS:** It monitors the AI's responses and data processing in real-time and adjusts the AI's behavior according to policies set by the brand. This ensures service quality and provides a trustworthy AI service by rigorously maintaining the security of sensitive customer information. Led by delight.ai, Sendbird plans to actively support more brands in easily building customized AI concierges optimized for their service characteristics and customer experience. CEO Lee Sang-hee stated his ambition: “Sendbird will continue to lead an era where technology evolves around human experience, enabling brands to build AI concierges that embody their unique identities through innovative communication technology, and ultimately pioneering an era where technology evolves centered on human experience.” The advent of delight.ai demonstrates that AI can become a powerful medium to enhance emotional connection between brands and customers, beyond being just a tool, thereby further raising expectations for the future of customer experience.