Sendbird Inc. today redefined AI accountability with the launch of Agent Steward on its Delight.ai platform. This new AI agent is built for long-horizon and complex tasks. It acts as a single point of accountability across systems and channels. The tool provides end-to-end ownership from the first intake to final resolution.
The Agent Steward Workflow supports asynchronous, multistep processes. The customer always interacts with the same agent. The system coordinates all communication through API, chat, SMS, and email. It also delivers consistent communication and resolves issues within a few hours.
Autonomous Orchestration and Governance with Trust OS 2.0
The launch includes Trust OS 2.0 and Voice 2.0 to support the platform. Trust OS 2.0 introduces Zero-Touch Improvement for autonomous error correction. This allows the AI to identify, diagnose, and fix its own mistakes in real time. Voice 2.0 enables proactive engagement in over 100 languages.
“Most AI systems are effective at handling routine queries but break down when it comes to complex, multi-step issues,” said John Kim, co-founder and CEO of Sendbird. “We see AI differently. The goal isn’t to replace human agents, but to elevate them, freeing them to focus on judgment and exceptions while AI owns coordination, follow-through and continuous improvement. That’s the shift from reactive tools to systems that manage the customer experience.”
New data from Sendbird shows 57% of consumers trust AI more if it corrects mistakes. Additionally, 59% say it is very important to override an AI agent. These Delight.ai updates embed human service qualities into AI systems. Businesses can now manage complex customer experiences with minimal manual oversight.
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News Source: PRNewswire.com
