Sendbird Inc., the AI communications platform trusted by the world’s largest apps, has officially announced the launch of its Omnipresent AI Agent, which would be a smarter, more intuitive support solution geared towards addressing customer service issues in a rather proactive fashion.
According to certain reports, the stated solution effectively combines omnichannel continuity, proactive insight, and contextual memory to deliver a new era of artificial intelligence-driven support that can meet customers wherever they prefer to engage. This it does without losing track of the conversation history at any point.
To understand the significance of such a development, we must take into account one Gartner report, where it was revealed that more than 62% of customer service channel transitions are considered “high-effort” for consumers, leading to diminished customer satisfaction and loyalty.
In response, unlike traditional tools that rely on static triggers or siloed interactions, Sendbird’s AI agent arrives bearing an ability to remember each and every customer conversation, thus ensuring support flows naturally, no matter where it begins.
“The AI agent platform from Sendbird stood out to us for its clean interface and user-friendly design,” said Dave Singh, director of product management at Transcarent (formerly Accolade). “It’s clear they’re focused on building something that’s easy to engage with.”
Talk about the whole value proposition on a slightly deeper level, we begin from the solution’s core promise of providing proactive assistance. You see, the new AI agent is well-equipped to detect friction and intervene before issues escalate. Such a mechanism should come in handy to cut down on ticket volume, and at the same time, boost overall satisfaction.
Next up, we must expand upon the prospect of context aware intelligence, as the solution can very well maintain memory across channels, eliminating any need for customers to repeat themselves. This particular feature can also shrink operational costs by reducing rework.
Another detail worth a mention is rooted in how Sendbird’s Omnipresent AI Agent can remain invisible until it’s explicitly called upon for assistance. Hence, the solution engages with precision and retreats when necessary to ensure an uninterrupted experience. Rounding up highlights would be the technology’s omnichannel continuity across mobile, web, SMS, email, WhatsApp, and voice.
“Customers don’t think in terms of channels and neither should your AI. They just want their issues resolved, fast,” said John Kim, CEO of Sendbird. “Most companies and their bots wait to be prompted, then reset every time a new conversation starts. But imagine if a customer’s problem is handled before they reach out. That’s the promise of omnipresent support. It’s like same-day delivery for customer support. Once you experience it, there’s no turning back.”
Turning our attention towards some of the technology’s possible use cases, they include the retail and direct-to-consumer space, where the technology can proactively recover sales opportunities and reduce drop-off at crucial conversation moments.
Then, there are on-demand services that can bank upon Sendbird’s latest brainchild to preemptively resolve issues, such as late deliveries or driver no-shows, before customers escalate. This can cut down on anxiety and preserve trust.
Joining that would be the travel and hospitality space, which can leverage the solution to anticipate disruptions like flight delays, enabling real-time outreach and rescheduling.
Finally, we have subscription-based services that can extract value from this technology by detecting early signals of churn, while simultaneously initiating retention strategies through personalized downgrade offers.
“Customer support is evolving toward a future that is omnipresent, proactive and deeply personalized,” said Courtney Munroe, research vice president at IDC. “Sendbird’s AI agent empowers businesses to move beyond siloed, reactive interactions to memory-rich customer experiences that reduce friction, anticipate needs and improve loyalty all at the same time.”
