A steward is someone who takes responsibility for something that matters and sees it through. Not a middleman. Not a coordinator. An owner.
We're excited to introduce Agent Steward, the first fully autonomous AI agent that takes ownership of complex customer issues and resolves them end to end, across systems, teams, and channels.
Why AI still can't resolve most customer issues
Even the best AI agents today only resolve a fraction of incoming cases fully. The rest get handed off to humans. And it's not because the AI doesn't know the answer. It's because of two walls that current AI simply cannot cross.
Even within the use cases businesses choose to automate, a significant portion of conversations still end up with a human. We see three consistent reasons across the industry.
The trust gap. High-stakes decisions are expensive to get wrong. Businesses don't trust AI to approve refunds, cancel bookings, or make exceptions. Every case with a judgment call gets routed to a human.
The time gap. Real resolution often takes longer than a single chat session. A customer can't sit in live chat for 3 hours while you coordinate with an airline, a hotel, and finance. The moment it spans beyond the current conversation, today's AI loses the thread.
The coordination gap. When your human agent needs a refund approved, they Slack their manager. When they need a flight rebooked, they call the airline. When they need the hotel extended, they email the partner. Today's AI can't do any of that. It's trapped in a single conversation, unable to reach out, follow up, or coordinate across the people and systems needed to close a case.
This is the resolution gap. AI can answer within a session. But it can't make decisions your business trusts, work across time and channels, or take the cross-system actions that actually close a case.
Here's what that looks like in practice.
A customer's flight gets cancelled. They need a refund, a rebooking, and the hotel extended if the connection has an overnight layover. Three requests, four systems, two third parties.
Today's AI handles the first message, maybe the second. Then it transfers. The human spends hours re-investigating, emailing the airline, calling the hotel, waiting for approvals, and circling back to the customer. Five minutes of AI. Five hours of human coordination.
Agent Steward closes the trust, time, and coordination gaps
Steward doesn't just answer the question. It takes ownership of the entire resolution, even when that resolution spans hours, days, and multiple channels. It coordinates across systems, makes decisions within your guardrails, and follows up with the customer wherever they are.
When Steward encounters that same cancelled flight, it says "I'll take care of everything." Then it builds a resolution plan, shows it to the customer, and starts executing.
The customer watches every step in real time. Identity verified. Reservation pulled. Policy checked. Refund processing. Airline contacted. Hotel contacted.
And here's what matters most: when the airline takes 2 hours to confirm the rebooking, the customer doesn't have to sit in a chat waiting. Steward keeps working in the background and reaches back out through whatever channel makes sense: an SMS with the new flight details, an email with the updated itinerary, a push notification when the hotel confirms. The resolution continues across time and across channels, even after the original conversation ends.
This is what we mean by end-to-end resolution. Not just answering within a session. Owning the outcome across sessions, across channels, across however long it takes.
One agent orchestrating across your entire stack
Behind that single conversation, Steward dispatches specialized sub-agents, each focused on a different system or third party, and coordinates them all in parallel.
All running simultaneously. All reporting back to Steward, which holds the full picture and drives the case to resolution. The customer experiences one conversation. Your operations get coordinated, parallel action across every system.
Full visibility into every action
Every action Steward takes is logged in a detailed activity trail. You can open any resolved case and trace the entire resolution: what was triggered, what calls were made, what was approved, and how long each step took.
Closing the trust gap with graduated autonomy
We mentioned the trust gap earlier: businesses don't trust AI to make high-stakes decisions. That's a valid concern. The answer isn't to force full autonomy on day one. It's to let AI earn it.
Steward supports four levels of autonomy. You start wherever you're comfortable and move up as confidence grows.
L0: AI handles simple tasks. This is where most businesses are today. AI answers FAQs and does basic lookups. Everything else goes to a human.
L1: AI acts, human approves. Steward investigates, coordinates, and proposes a resolution. A human reviews and approves every decision before it's executed. You see exactly what the AI would do, and you decide whether to let it.
L2: AI earns autonomy, use case by use case. As the AI-human match rate approaches 100%, you unlock autonomous resolution for specific use cases within your guardrails. Refunds under $1,000. Standard rebookings. Routine returns. Each use case earns its way independently.
L3: AI writes its own playbook. Today, your business defines every workflow the AI follows. At L3, Steward can handle novel situations it hasn't seen before and propose new resolution playbooks for your team to review. You set the strategy. Steward figures out the execution.
The key is that every case gets compared: what did the AI recommend vs. what did the human decide? You can see the match rate for each use case in real time. When the numbers consistently match, you level up that use case.
Built for industries where resolution is complex
Agent Steward is designed for any business where customer issues require coordination across multiple systems, teams, or third parties.
Travel & airlines: Cancelled flights that need rebooking, refund, and hotel coordination across multiple systems and partners.
Food & delivery: Late orders requiring driver outreach, restaurant remake, new courier dispatch, and proactive customer updates.
Healthcare: Test results requiring multi-day follow-up across labs, providers, and patients.
Fintech & banking: Fraud investigations spanning multiple internal systems, managed end to end.
Retail: Cross-channel returns across online, warehouse, and in-store systems, resolved in one conversation.
Built on delight.ai's platform
Steward isn't standalone. It runs on the same infrastructure powering customer conversations at some of the world's largest brands.
Agent Memory Platform gives Steward full context across sessions and channels. It never starts from scratch. It remembers every past interaction, preference, and issue, so each resolution is informed by the complete customer history.
Omnipresence is what closes the time gap. Remember: today's AI loses the thread when resolution spans beyond a single chat session. Omnipresence means Steward can continue the resolution across any channel the customer uses: start in chat, follow up via SMS, confirm by email, call the customer back by voice. The conversation doesn't end when the chat window closes. It continues wherever the customer is, for as long as the resolution takes.
Give us your hardest use case
Agent Steward is generally available today. We want to see the use case that keeps your team buried in coordination work. The one where a customer needs three things done across four systems and two third parties. The one that takes your best agent hours to close. Bring it to us and watch Steward resolve it live, with your data, in a fraction of the time.
Your customer's problem becomes ours. Start to finish.
