Sendbird Aims for AI That Understands Human Emotions and Experiential Value

Brand-Customized AI Concierge “delight.ai” Unveiled

“I am currently training for a marathon.” When a customer mentions this, artificial intelligence (AI) remembers it and later suggests running shoes suitable for marathons or makes other recommendations tailored to the customer’s interests. If a customer says, “I have a dog,” the AI continues the conversation by introducing various benefits related to pets. With every interaction, this AI deepens its understanding of the customer and, based on accumulated memories, develops a more personalized experience, strengthening the relationship between the brand and the customer. On November 19, communication platform company Sendbird unveiled this new AI at its headquarters in Gangnam, Seoul.

At the media roundtable for the launch of Sendbird's new brand 'delight.ai,' Lee Sanghee, CEO of Sendbird Korea, is making a presentation. Sendbird

On this day, Sendbird held a media roundtable and introduced its brand-customized AI concierge, “delight.ai.” Lee Sanghee, CEO of Sendbird Korea, presented delight.ai’s vision as offering a new customer experience in which AI understands human emotions and context to enable natural conversations. He stated, “Sendbird aims to develop AI that understands human emotions and experiential value, based on sophisticated technology,” adding, “delight.ai reads, remembers, and responds to emotions just like a person, advancing communication between brands and customers in a more natural and human way.”

delight.ai is a brand-customized AI concierge that understands and remembers customer conversations, preferences, and emotions to provide personalized service. Rather than simply giving standardized answers to questions, it analyzes the customer’s emotions and intentions, responding in a tone appropriate to the situation and engaging in natural conversation. This is made possible by Sendbird’s proprietary AI infrastructure. The “Memory” feature manages customer conversation history and preference data over the long term to improve learning efficiency, while “Omnipresent” maintains conversational continuity across multiple channels, including chat, phone, apps, and web. “Trust OS” monitors AI responses and data in real time and can adjust behavior according to brand-set policies, ensuring service quality and security. Through these features, companies can secure reliability, consistency, and flexibility in AI operations simultaneously.

Starting with delight.ai, Sendbird plans to spread human-like AI conversational experiences across industries, enabling brands to build AI concierges tailored to their services and customer experiences. CEO Lee stated, “AI is now evolving beyond a tool for efficiency to become a technology that redefines the relationship between brands and customers,” adding, “We will continue to help brands build AI concierges suited to their unique characteristics through communication technology, ushering in an era where technology evolves around human experience.”