Sendbird Launches Predictive, Proactive 'Omnipresent AI' Agent

A groundbreaking transformation that will overturn the AI communication paradigm has commenced. Sendbird, an AI communication platform, has finally officially launched its 'Omnipresent AI Agent,' opening a new horizon for customer experience. If existing AI was a passive entity waiting for customers' 'questions,' the Omnipresent AI provides a different level of response with a 'promptless' approach that proactively approaches customers by reading their 'actions' in real-time. This is an intelligent solution that goes beyond merely reacting, reading customers' minds and acting a step ahead. For example, if a customer lingers on a product page, it summarizes and provides relevant frequently asked questions (FAQs); if hesitation is detected just before payment, it automatically sends a notification to prevent abandonment. It even proactively handles complex procedural guides related to returns or exchanges after purchase. All these processes are automatically conducted based on customers' real-time behavior, and the key is providing a consistent experience where the conversation context remains uninterrupted, regardless of the channel used, whether it's web, mobile, email, social media, mobile messenger, or phone calls. The Omnipresent AI also considered corporate efficiency and flexibility. Designed with an API-based architecture, it seamlessly integrates with existing FAQ systems, Customer Relationship Management (CRM), operational workflows, and more. The timing, content, and intervention conditions of messages can be freely adjusted to match the brand's unique identity. Through this, companies can implement optimized customer communication strategies. These innovative features particularly demonstrate their true value in industries where customer touchpoints occur in real-time. In e-commerce or everyday life services, it can proactively prevent dissatisfaction by sending advance notification messages to customers before issues like delivery delays occur. In the travel industry, it responds to flight delay situations in real-time to encourage rebooking or proactively responds to accommodation booking change requests, thereby increasing customer satisfaction. Furthermore, in subscription services, it can effectively reduce churn rates by detecting customers with a high likelihood of cancellation in advance and proposing personalized benefits. Indeed, the results of its implementation for global clients have been astounding. It demonstrated remarkable achievements, with conversion rates increasing up to 2.8 times, customer service (CS) inquiry volume decreasing by over 40%, and consultation operational costs cut by an average of 35%. Sendbird plans to officially expand this proven Omnipresent AI, focusing on the domestic e-commerce, fintech, and retail industries, and intends to further broaden its solution into customer behavior-based marketing automation and personalized communication in the future. As Sendbird CEO Dongshin Kim stated, "The Omnipresent AI Agent goes beyond merely answering customer questions; it presents a new customer support paradigm that anticipates customer needs and proactively reaches out," and will actively support domestic enterprise companies in realizing more effective customer experience strategies.