Building the future of customer communication with AI, chat messaging, and more!
The next era of customer communication is here
For over a decade, Sendbird has been at the forefront of digital conversations, powering the connections that drive industries forward—whether in healthcare, marketplaces, gaming, or customer support. We built a platform that allowed businesses to scale real-time, branded, in-app communication experiences. As the world of communication evolved, so did our platform—ensuring our customers always take advantage of the latest technological innovations.
When OpenAI released its ChatGPT in November 2022, we immediately recognized a fundamental shift in how businesses could engage with their customers. Conversations that once required a human on both ends could now happen instantly, at any scale, without friction. Generative AI was going to simplify and expand business engagement. For example, businesses that once struggled to provide real-time, personalized support could now engage every customer, anytime, anywhere.
AI agents need more than intelligence—they need a powerful communication platform
However, conversational AI wasn’t enough to realize this vision. AI agents needed to be powered by an omnichannel communication platform that ensured reach, reliability, and scalability. They also required deep integration into existing business systems. Without that foundation, AI would be nothing more than another verbose chatbot on a business website—disconnected, limited, and frustrating. So, as we explored the future of Sendbird, we realized that a foundational platform was necessary in any scenario.
Sendbird’s vision with AI was always to go beyond cloud messaging. In-app chat remains an essential channel, but it is one part of a holistic, rich, and dynamic conversation experience. Human- and/or AI-powered engagement needs to happen wherever customers are—not just in-app or on the web, but across external channels like WhatsApp, SMS, email, and more. A customer might start a conversation in an app and continue it over WhatsApp or get follow-up information via email. AI should follow that journey, retaining context and ensuring every interaction feels seamless. That’s why we took everything we built for in-app communication—the reliability, the scalability, the compliance that global brands trust—and extended it into an omnichannel, AI-powered experience for engagement and customer service.
We took on the challenge of building a complete solution, including the AI agents, the omnichannel infrastructure, and the system integrations. We pushed beyond conversational AI with a powerful AI agent platform where businesses can build, test, and evaluate their agents and actions. With Sendbird, AI agents do more than answer questions—they resolve issues, update orders, book appointments, and handle tasks that once required multiple human interactions. They are ideal for AI customer service.
Backed by our experience powering industry leaders like Doordash, Hinge, the Match Group, and more, we built AI agents on an enterprise-grade infrastructure designed for scalability, security, and global compliance at scale. AI-driven customer service is only effective when deeply embedded into existing workflows and customer service operations. That’s why we prioritized seamless integrations with platforms like Salesforce, Zendesk, and custom solutions, ensuring AI agents don’t just operate in silos but become a true extension of existing teams.
Reimagine customer service with AI agents
AI agents, chat, and business messaging solutions—built for every stage of your digital transformation
AI isn’t a requirement, though—it’s an opportunity. We recognize that every business is on its own journey. Some enterprises prioritize human-to-human conversations—like Tipti, the leading Ecuadorian shopping service using our chat API to effectively connect personal shoppers with customers in real time, or a parcel delivery company like Porter improving change notifications through their in-app message center. Others are ready to embrace AI customer service immediately, leveraging automation to close cases faster, improve CSAT, and scale operations beyond human capacity.
With Sendbird, businesses don’t have to choose one or the other. Our platform is designed to adapt to evolving needs without compromise. Whether the focus is user-to-user chat, business messaging, or AI customer service, Sendbird provides flexible solutions to scale, integrate, and optimize customer engagement.
The future of customer engagement with human and AI agents
As we continue expanding our AI capabilities, we are also enhancing our communication infrastructure and deepening our integrations to support the next customer engagement experiences. Our vision is a platform that seamlessly unites AI-driven automation with human-powered communication, creating stronger relationships, building trust, and making businesses more connected than ever.
AI is undoubtedly shaping the future, but the real goal isn’t just automation—it’s about using the right communication technology, whether AI, chat, calls, moderation, or business messaging, to strengthen customer relationships securely and reliably through delightful, engaging, and intelligent interactions. And at Sendbird, that’s exactly what we’re building. 👩💻✨
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