Sendbird's Retail Win

Sendbird is using two retail case studies to argue that its artificial intelligence concierge can lift sales and close service requests, not just answer chats. (en.sedaily.com) The company told Seoul Economic Daily on April 18 that BJ’s recorded a 20% increase in basket size after deploying the system in shopping flows, while South Korean furniture company Hanssem reached a 90% consultation resolution rate in customer interactions. (en.sedaily.com) Sendbird is pitching the product as an “AI concierge,” a tool that sits inside buying and support journeys and handles tasks across channels instead of acting like a basic question-and-answer bot. Its own product materials describe these agents as software that can understand intent, use tools, and complete multistep actions with limited human intervention. (en.sedaily.com) (sendbird.com) That framing marks a broader shift for Sendbird, which spent years selling chat and messaging infrastructure and is now pushing deeper into customer-service automation. Chief executive John S. Kim told Seoul Economic Daily in January that the company had pivoted from enterprise chat software toward artificial intelligence services after launching its Delight agent product in late 2025. (en.sedaily.com) Sendbird formally introduced its customer-service AI agent in February 2025 and said the product was built to resolve common issues on its own and hand harder cases to human staff with context intact. The company’s documentation says the system can connect to back-end software, pull data, and execute tasks across messaging channels. (sendbird.com 1) (sendbird.com 2) Retail has become one of the company’s clearest sales pitches for that strategy. In an April 2025 recap of the Shoptalk conference in Las Vegas, Sendbird said retailers were moving beyond generative artificial intelligence experiments toward “agentic” systems that handle recommendations, support, and checkout-related interactions across the customer journey. (sendbird.com) The company is also tying that pitch to scale. Sendbird says its platform reaches 6 billion people worldwide and powers 7 billion conversations each month, figures it uses to argue that retailers can add AI-driven service without rebuilding their communications stack from scratch. (sendbird.com) The immediate test for that argument is whether more retailers publish numbers like BJ’s and Hanssem. For now, Sendbird is selling artificial intelligence in retail as a tool for bigger carts and fewer unresolved customer questions. (en.sedaily.com)