For more than a decade, we built the infrastructure behind billions of conversations between brands and their customers, trusted by over 4,000 companies across the globe, including Hyundai, Redfin, and the World Economic Forum.
Earlier this year, we introduced Delight as the next chapter of that work. Delight is a single AI agent designed for growth by improving the entire customer journey, breaking down organizational silos, and carrying context and customer intent across every customer interaction. With Delight, critical information is never lost between teams, systems, or touchpoints, which means customers get a smooth and seamless experience.
Delight is the future of Sendbird. We’re marking the change with two new product announcements: Delight Customer Agent and Midas. Delight Customer Agent is one AI agent designed to address four critical use cases across the entire customer lifecycle — shopping, booking, support, and retention. Midas is an agent that sits on top of the Delight Customer Agent, letting anyone manage and improve it without involving IT or engineering.
These product introductions symbolize the next phase of our mission to elevate the customer experience and expand what AI can do for customers. We are entering a world where AI agents can do so much more than handle basic customer inquiries. They can actively help businesses grow, without forcing companies to rely on a patchwork of separate tools.
Customers don’t care about your org chart
We built the Delight Customer Agent around the principle that customers have one relationship with a brand. Inside the brand, however, that customer relationship gets split up. Marketing attracts customers and brings them back; sales helps them buy; and support fixes what goes wrong. Each of these teams track and manage that relationship with their own tools and operating guidelines, and in most companies those teams don’t work together well enough. Each team sees only part of the customer’s story, leaving gaps.
Your customers feel those gaps. They receive the same messages over and over again; their preferences aren’t saved across channels or interactions; they are forced to repeat the same complaint in multiple conversations. Who among us hasn’t gotten frustrated at an airline, retailer, or utility company when trying to resolve an issue? And that is before the promise of AI. Shouldn’t our experiences be better?
Delight Customer Agent closes those gaps. It carries context and intent across every customer interaction, so every company knows what’s going on and can deliver a great experience at every customer touchpoint.
One agent, four jobs
Delight Customer Agent works across chat, voice, SMS, email, and WhatsApp. It’s built around four core jobs:
- Delight for Shopping helps customers find the right product and buy;
- Delight for Booking qualifies leads and books meetings, appointments, and service jobs, at any hour;
- Delight for Support resolves questions and issues end to end, with the customer’s full history in hand; and,
- Delight for Retention brings customers back, handles renewals and grows the relationship over time.
In practice, that might look like:
- a software company onboarding new users inside its product;
- a consumer health brand booking and following up on appointments;
- a retailer helping shoppers choose a big purchase; or,
- a home services company qualifying a job, booking it, and keeping the customer updated through dispatch.
Because it’s one agent, the same agent that helped a customer choose a product is the same agent that responds if there is an issue with that product or service at any point. It already knows the conversation that came before, recognizes the customer’s needs, understands the business’ goals, and can, ultimately, act on it.
If you understand the business, you should be able to shape its AI
We built Midas with the simple belief that the people closest to the customers know what’s best for those customers. Support leaders, CX managers, and operations teams, for example, see which policy confuses people, which request the agent should handle, and where a better answer would keep a customer or result in a sale.
What they haven’t had is a way to act on it. Making changes to an AI agent has meant filing a request with an engineer or a vendor and waiting — for weeks or even months. That friction prevents so many good ideas from getting built.
Midas is an AI agent that builds and improves the Delight Customer Agent via a conversational interface. Teams describe the change they want in plain language, and Midas takes it from there. Midas will ask questions to confirm the instructions, make the update, and test it. Then Midas sends the change to the team for approval before anything goes live. A new policy or promotion can reach customers in minutes, not weeks or even months.
What stays the same
The reliability, security, and scale that power more than seven billion conversations a month still sit under everything we do.
What changes is the name, and the ambition. But our core remains the same. We want to be the platform that helps businesses understand their customers, act on their intent, and build relationships that grow over time, no matter where those interactions happen or whether it’s a person or an AI agent on the other side.
Welcome to Delight.
