Sendbird introduces Agent Steward, Trust OS 2.0, and Voice 2.0 to help organisations deliver autonomous, proactive, and accountable AI-powered customer experiences.
Sendbird has announced the launch of Agent Steward, a new AI agent designed to manage complex, long-running customer issues across systems, teams, and communication channels.
The release also introduces Trust OS 2.0 and Voice 2.0 capabilities within the Delight.ai platform, enabling AI systems to self-correct, coordinate workflows, and proactively engage customers.
According to Sendbird, many AI customer service systems remain fragmented across channels and primarily operate reactively, relying on human intervention to resolve exceptions and fix mistakes.
The company stated that customer expectations increasingly centre around accountability, continuity, and the ability for AI systems to correct issues autonomously.
Research shared by Sendbird found that 57% of consumers say the ability for AI to correct mistakes and reverse decisions would increase trust, while 59% believe it is important to retain the ability to stop or override AI agents.
“Most AI systems are effective at handling routine queries, but break down when it comes to complex, multi-step issues. 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,” said John Kim, Co-Founder and Chief Executive Officer, Sendbird.
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Agent Steward: End-to-End Ownership Across Customer Journeys
Sendbird described Agent Steward as an AI agent built for asynchronous and multi-step customer workflows.
The platform is designed to maintain continuity across interactions while coordinating systems, communication channels, internal teams, and escalation workflows.
Key capabilities include:
- End-to-end ownership from intake to resolution
- Sub-agent orchestration across systems and teams
- Cross-channel continuity across interactions
- Human-in-the-loop escalation and oversight support
According to Sendbird, Agent Steward can proactively identify customer issues, coordinate backend workflows through APIs, manage communication across chat, SMS, and email, and reduce operational delays in complex support scenarios.
Trust OS 2.0: Autonomous AI Improvement
Trust OS 2.0 introduces Zero-Touch Improvement, a capability designed to allow AI systems to identify, diagnose, and correct operational issues in real time.
The company stated that this shift in AI governance moves away from fully manual oversight processes that traditionally require teams to identify issues, rewrite rules, and manually redeploy updates.
Voice 2.0: Proactive Customer Engagement
Voice 2.0 expands the platform with proactive outbound AI communication capabilities supporting more than 100 languages.
The feature enables organisations to engage customers before issues escalate through notifications, reminders, and contextual outreach across customer journeys.
According to Sendbird, the capability is designed to support proactive customer engagement scenarios such as travel disruption alerts and payment reminders.
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