Delight.ai AI Concierge

Sendbird is a customer experience communications company with offices in San Mateo (US), Seoul (South Korea) and Singapore, led by co-founder and CEO John Kim. Its messaging infrastructure handles more than 7 billion conversations a month for apps worldwide, and in November 2025 it launched Delight.ai to move brands from reactive chatbots to AI agents that drive revenue.

Delight.ai is a customer-facing AI agent that remembers each customer across chat, SMS, WhatsApp, email and voice, picks the next best action, guides purchases and bookings, recovers stalled carts and resolves support requests that involve several teams. It is governed by Sendbird's Trust OS so responses are traceable and stay within brand policies, and it connects to Salesforce, Zendesk, ServiceNow, Intercom and commerce, booking or payment APIs. Users include Noom, Match Group, Hyundai and Lotte.

• Long-term memory: builds an evolving profile of each customer from conversations and actions.
• Omnichannel continuity: one thread across chat, SMS, WhatsApp, email and voice.
• Revenue actions: guides purchases, upsells, bookings, upgrades and returns.
• Proactive re-engagement: recovers stalled carts and conversations.
• Trust OS governance: traceable responses, policy enforcement and observability.
• Integrations: Salesforce, Zendesk, ServiceNow, Intercom, Freshworks, NICE CXone, Confluence and Notion.

Retail chains in Vietnam can run an AI concierge that recommends products and recovers abandoned carts on their app and messaging channels. Hotels and travel agencies can automate bookings and upgrades. Telecom operators can resolve plan questions and upsell packages across chat and voice.

Turns customer service conversations into sales by guiding purchases, upsells and cart recovery. Keeps one conversation thread across channels so customers do not repeat themselves. The site reports that engaged customers are about 10x as likely to buy, book or sign up, and live retail deployments show 20%+ higher average order value. Works on top of existing helpdesk and CRM systems.

Brands are shifting from deflection-focused support bots to AI agents that personalise service and generate revenue across messaging channels. In Southeast Asia, including Vietnam, commerce runs heavily through chat apps, which makes memory-based conversational agents relevant for retailers, travel and service businesses.

Sendbird has offices in San Mateo, Seoul and Singapore and is led by co-founder and CEO John Kim. Delight.ai launched in November 2025 and was presented to media in Seoul. Customers named on the site include Noom, Match Group, Hyundai, BJ's Wholesale Club, Lotte, Virgin Mobile and Hostelworld.