Sendbird said on Monday it has launched the Delight Customer Agent, an AI agent that integrates shopping, bookings, customer support and customer retention tasks into one, for its brand AI concierge service delight.ai. It also launched Midas, a natural language-based AI agent management tool.

The company said the Delight Customer Agent integrates customer response tasks that had been spread across departments to provide consistent service. It said Midas helps business users build and improve AI agents directly without help from development teams.

The company said DelightAI can help companies use AI effectively across the entire customer journey through the two products, linking it to improved customer experience and business performance creation.

The Delight Customer Agent is an AI solution that integrates four core functions: shopping, bookings, customer support and customer retention. It supports everything from product discovery and purchase to after-sales support, repeat purchases and customer retention by having an agent handle customer response tasks that had been divided by department.

Midas supports business users in building and improving AI agents directly without separate coding or specialised development knowledge. The company said that previously, modifying how AI agents respond or how tasks are processed required requests to development teams, but Midas allows the person in charge to directly apply needed changes.

Sendbird CEO Dong-shin Kim (김동신) said, "As companies introduce AI, there is a risk that the disconnection between existing organisations and departments will be repeated in an AI environment." He said, "Customers do not consider which department is responsible for shopping, customer support and repeat purchases important. Since they form a relationship with a single brand, AI must also be able to consistently understand and maintain relationships and context with customers."