Delight Customer Agent

• Answering product questions, comparing options and recovering stalled carts in chat, then handling the same customer's delivery question by SMS a week later without re-explaining the order
• Booking, rescheduling and reminding customers about appointments or service jobs over the phone and by text, including after-hours calls
• Resolving order, return and account issues across channels and escalating to a human in Delight Desk, Salesforce or Zendesk with a summary
• Running renewal, cancellation-save and win-back conversations for a membership or subscription business with the customer's history in hand
• Letting a CX or operations lead change a refund policy or promotion by describing it to Midas, reviewing the flowchart and test results, and approving the release
• Requiring human approval for high-stakes actions such as refunds above a threshold while routine requests stay automated

Delight's pitch is consolidation: one agent, one memory and one governance layer across the sales and service moments that most companies split between separate bots and vendors. That matters most for businesses where the same customer moves between buying, booking and support often, such as retail memberships, travel and home services, and where voice still carries a large share of revenue. The parts with the longest public release history are the ones inherited from Sendbird's earlier AI agent work, such as channels, Trust OS testing and rollout controls, and contact-center handoff; the unified Customer Agent packaging and Midas are new as of November 2026, and Midas is still rolling out. Because pricing, developer docs, model choices and hosting regions are not public, treat the demo as the start of due diligence and run a pilot on one or two Actionbooks with real integrations before committing to the whole lifecycle.

About Delight Customer Agent

Delight.ai is the customer-agent business of Sendbird, the in-app chat and messaging infrastructure company, which the launch release calls its parent company; the delight.ai site is published by Sendbird, Inc., and features released during 2025 as the "Sendbird AI agent" now appear as Delight.ai releases. Delight Customer Agent, launched on November 9, 2026, packages that platform as one agent for the whole customer relationship. It is sold as four solutions on the same foundation: Delight for Shopping (product questions, comparisons, add-ons, cart recovery and checkout in the conversation), Delight for Booking (qualifying inquiries, booking appointments and jobs, reminders and reschedules), Delight for Support (order, return and account issues with escalation) and Delight for Retention (renewals, cancellation saves and win-backs). What makes it one agent rather than four is the Agent Memory Platform (AMP), which keeps a profile of each customer's identity, preferences and intent that every conversation reads and adds to, and Omnipresence, which carries that thread across channels so a conversation that starts in chat can continue by SMS or phone. Agent Steward, an autonomous agent, takes over when an order or request runs into trouble, coordinating systems and partners and following up until it is resolved. Tasks run on Actionbooks: step-by-step flows that the business writes and approves, holding the rules, the tools the agent may call and the points where it hands off to a person in Delight Desk (Delight's own help desk) or an existing help desk. Trust OS is the governance layer around this: it decides which actions the agent may take alone and which need human approval, logs every decision and tool call, scores conversations, and moves changes through development, staging, gradual rollout or A/B tests, with versions that can be reverted and a switch that pauses the AI. Midas, launched the same day, is an AI agent for the business team rather than the customer: you describe a change in plain language, Midas writes it into an Actionbook, draws it as a flowchart, tests it against simulated customers, and nothing goes live until someone with approval rights publishes it; Delight says Midas is rolling out to customers in stages. Integrations cover help desks and CRMs (Salesforce, Zendesk, ServiceNow, Freshworks, Sprinklr), contact centers for voice handoff (Genesys, NICE CXone, Amazon Connect, Five9, Cisco Finesse, RingCentral), knowledge sources (Confluence, Notion, Google Drive, Amazon S3) and commerce and industry systems (Shopify, Recharge, ShipBob, ShipStation, Constructor.io, Navitaire, Housecall Pro), with custom APIs and webhooks wired in by Delight's Forward Deployment team. The tradeoffs: Customer Agent is sold through sales on an enterprise contract with no published price or self-serve trial (only the Delight Desk help desk is marketed as free, with charges per AI resolution at an unpublished rate), the developer documentation sits on a private site, and the claim that one agent beats specialized tools depends heavily on how much integration and Actionbook work your team and Delight's put in.