Sendbird Launches Agent Steward to Bring Full Autonomy and Ownership to AI Customer Experiences

Powered by the Delight.ai platform, new Trust OS 2.0 and Voice 2.0 capabilities enable AI systems to autonomously self-correct and engage customers proactively

SAN FRANCISCO, May 7, 2026 /PRNewswire/ -- Sendbird Inc., the AI customer experience company powering conversations for over 300 million people every month, today redefined AI accountability with the launch of Agent Steward on its Delight.ai platform. Designed to take full ownership of complex, long-running customer issues, Agent Steward is supported by the debut of Trust OS 2.0 and Voice 2.0, enabling AI systems to autonomously improve and proactively engage customers across a number of platforms. Building on last year's introduction of Trust OS, a system that gives enterprises full visibility, oversight and control for transparent and compliant AI operations, Trust OS 2.0 introduces a new model of AI accountability, where AI monitors and corrects itself. Voice 2.0 now offers more advanced, multi-lingual and real-time outbound capabilities.

Despite rapid adoption, AI agents remain fragmented across channels and are largely reactive, waiting for a prompt and relying on human teams to fix mistakes after the fact. This gap is reflected in customer expectations. According to new data from Sendbird, more than half (57%) of consumers say the ability for AI to correct mistakes and reverse decisions would increase their trust, and nearly two-thirds (59%) say it is very important to be able to stop or override an AI agent. The takeaway: what matters most is not just AI intelligence, but accountability and follow-through. Delight.ai's new product updates are designed around this reality, embedding the core qualities of exceptional human service into AI systems from the ground up.

"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."

Introducing Agent Steward: One Owner Start to Finish
Agent Steward is the first AI agent built for long-horizon, complex tasks. Built for asynchronous, multi-step workflows, Agent Steward acts as a single point of accountability across systems, teams and channels.

Key capabilities include:

• End-to-end ownership from first intake to resolution. Customers talk to one agent the entire time;
• Sub-agent orchestration across systems and internal teams;
• Cross-channel coordination ensures continuity across interactions; and,
• Human-in-the-loop support when escalation or oversight is needed.

For example, when a customer receives a TV damaged in transit from a third-party logistics partner, resolution today is often slow and fragmented, requiring multiple handoffs. Without a system like Agent Steward, the case can take days to resolve, involve several agents and ultimately cost the business thousands of dollars, often ending in a chargeback. With Agent Steward, the issue is proactively identified and owned end-to-end by a single agent, coordinating across channels including backend systems via API, chat, SMS and email. When judgment is required, a human steps in. Everything else – from follow-ups to system coordination and status updates – is handled by Agent Steward, ensuring consistent communication, resolution within hours and minimal cost to the business.

Trust OS 2.0: From AI Governance to Autonomous Improvement
Trust OS 2.0 takes AI governance to a whole new level, from a system that requires constant oversight to one that continuously improves on its own. At the core is Zero-Touch Improvement, a new capability that enables AI to identify, diagnose and fix its own mistakes in real time.

This represents a fundamental shift from traditional AI management, where teams must manually identify issues, rewrite rules, test changes and deploy fixes, a process that can take days or weeks if it happens at all.

Voice 2.0: Proactive AI That Engages Before Customers Ask
Voice 2.0 brings proactive, outbound engagement to an AI-powered customer experience, shifting from reactive support to timely and contextual communication. Voice 2.0 uses AI to reach out first with support for 100+ languages to deliver seamless, global customer interactions.

This approach allows companies to engage with customers at the right time, whether it's notifying travelers of disruptions before they arrive at the airport or sending payment reminders to prevent missed deadlines. Instead of reacting to issues after they occur, Voice 2.0 empowers companies to address needs before they escalate.

Agent Steward, Trust OS 2.0 and Voice 2.0 are available as part of the Delight.ai platform, with initial capabilities launching today at Sendbird's annual flagship event for CX leaders, Delight Spark.

About delight.ai
delight.ai offers the industry's first branded AI concierge built for customer experience. Businesses across retail, travel, B2B SaaS and on-demand services can deliver hyper-personalized customer interactions that feel less like automation and more like a trusted relationship. The world's most forward-thinking brands choose delight.ai for its unique combination of long-term conversational memory, omnichannel presence and its proprietary TrustOS governance that keeps every AI interaction accurate, observable and on-brand.

As a result, companies gain the speed, intelligence and confidence to turn every customer touchpoint into a moment of connection to drive retention, loyalty and lifetime value at scale. Built on Sendbird's proven infrastructure that's been trusted to power billions of conversations each month, delight.ai gives enterprises the foundation to innovate boldly without sacrificing reliability or control. For more information: www.delight.ai

About Sendbird
Sendbird is the AI customer experience company. We provide the infrastructure that powers delight.ai – the branded AI concierge, and the Sendbird Communication Suite, the world's #1 communication API platform. Together, they enable brands to deepen connection and deliver personal, trusted, and unforgettable customer experiences. Trusted by 4,000+ leading apps—including DoorDash, Match Group, Noom, and Yahoo Sports—Sendbird powers over 7 billion conversations every month, offering exceptional reliability, security, and compliance that meet enterprise-level demands. Founded in 2013, Sendbird is backed by ICONIQ, SoftBank, Tiger Global and Y Combinator.

SOURCE Sendbird