Table of Contents
Overview
In today’s competitive landscape, generic customer support is no longer enough. Customers expect personalized, immediate, and consistent interactions, no matter how they choose to connect with a brand. Enter delight.ai, the branded AI concierge designed to make every customer experience personal and delightful. Launched on November 19, 2025 by Sendbird (which powers conversations for 300+ million users monthly), this powerful platform isn’t just another chatbot; it’s a comprehensive solution for enterprises looking to build trusted, profitable relationships through intelligent, automated support.
Key Features
delight.ai packs a suite of enterprise-grade features aimed at transforming customer experience (CX) from a cost center into a value driver. Here’s what stands out:
- Omnichannel AI Agents: Deploy intelligent agents that provide a consistent and seamless experience across every channel, from your website and mobile app to social media, SMS, email, WhatsApp, and voice platforms.
- Persistent Memory Architecture: Unlike conventional AI that treats each interaction as separate, delight.ai maintains long-term memory across all touchpoints, building evolving customer profiles that go beyond static CRM data.
- 24/7 Support: Offer your customers instant, round-the-clock assistance, resolving queries and providing help anytime, anywhere, without the need for human intervention on every ticket.
- Proactive Outreach: Move beyond reactive support. Delight.ai enables you to proactively engage customers with relevant updates, personalized offers, and helpful information before they even have to ask, automatically re-engaging when conversations stall.
- 360° Unified Customer Data: The platform consolidates customer data from various sources into a single, unified view, empowering your AI agents with the context needed to deliver truly personal interactions.
- Auditing, Privacy, and Compliance: Built with security at its core, delight.ai offers robust features for auditing, data privacy, and regulatory compliance, including GDPR, SOC 2 (Type II), HIPAA/HITECH, and ISO 27001 certifications. All conversations are encrypted in transit and at rest.
- No-Code Agent Builder: Create specialized AI agents by writing instructions in plain language using Actionbooks, which replace rigid decision trees with flexible, modular guides. No coding required.
How It Works
So, how does delight.ai bring this powerful vision to life? The process is designed for seamless integration and centralized control, making sophisticated AI accessible for large-scale operations.
First, the AI agents are deployed to engage and support customers on any channel they prefer. These agents are more than just bots; they are trained to understand context, personalize responses, and handle complex queries. The platform then seamlessly integrates with your existing enterprise platforms, such as Salesforce, Zendesk, Freshworks, Confluence, Notion, and Google Drive to pull and push data in real-time. Finally, your team can manage, monitor, and refine every aspect of the AI-driven customer experience from a single, powerful central hub that includes testing environments and version control.
Use Cases
The applications for this technology are vast, but here are a few key areas where delight.ai truly shines:
- Enterprise CX Automation: Automate routine and repetitive inquiries at scale, freeing up your human support agents to focus on more complex, high-value customer issues.
- Omnichannel Support: Provide a truly unified support experience. A customer can start a conversation on your website chat and continue it via SMS or email without losing context or having to repeat themselves.
- Proactive Customer Outreach: Automatically notify customers about order statuses, appointment reminders, or personalized recommendations based on their browsing history, turning support into a revenue-generating activity.
- Secure, Compliant Support: Ideal for regulated industries like finance, healthcare, and insurance, where handling sensitive customer data requires the highest levels of security and compliance.
- Sales and Marketing: Deploy AI agents across the entire customer lifecycle, from initial sales interactions to ongoing loyalty programs, creating consistent brand experiences.
Pros \& Cons
Like any powerful tool, delight.ai has its unique strengths and considerations. Let’s break them down.
Advantages
- Highly Tailored Experiences: As a branded AI concierge, the platform ensures every interaction aligns perfectly with your company’s unique voice and brand identity through customizable personas.
- True Omnichannel Presence: It excels at connecting conversations across all customer touchpoints with persistent memory, creating a frictionless and cohesive journey for your users.
- Enterprise-Grade Security: With a strong focus on auditing, privacy, and compliance, it’s a solution that large organizations can trust with their most valuable asset: customer data.
- No-Code Implementation: The Actionbooks system allows non-technical teams to build and modify AI agents without engineering resources, accelerating deployment.
Disadvantages
- Requires Integration: This is not a simple plug-and-play widget. It requires a dedicated integration process to connect with your existing enterprise systems for optimal performance.
- Enterprise Pricing: The platform is built for mid-market and large-scale businesses, and its pricing structure reflects that. It may be a significant investment for smaller companies, with no public pricing available.
- Potential Learning Curve: To leverage the full power of its customization and management features, your team may need some initial training and time to get comfortable with the central hub.
- New Product: As a recently launched platform, independent reviews and long-term case studies are still limited, which may affect evaluation for risk-averse organizations.
How Does It Compare?
The customer support AI landscape is crowded with excellent tools, so how does delight.ai carve out its niche? It competes in a space occupied by helpdesk giants and AI platforms, but its key differentiator is its position as a branded omnichannel AI concierge built on persistent memory.
Intercom Fin
- Pricing: Starts at \$0.99 per resolution, custom enterprise pricing available
- Strengths: Deep integration with Intercom’s ecosystem, strong product tours, and help center features
- Weaknesses: Limited persistent memory across channels, primarily focused on chat and email
- Best For: Companies already invested in Intercom’s platform seeking AI agent augmentation
Zendesk AI Agent
- Pricing: Included in Zendesk Suite plans starting at \$55/agent/month; advanced AI features at additional cost
- Strengths: Robust ticket management, extensive integration marketplace, established enterprise trust
- Weaknesses: Bolted onto traditional helpdesk infrastructure rather than AI-native; memory limited to ticket context
- Best For: Organizations requiring traditional helpdesk with AI capabilities, not AI-first experiences
Ada
- Pricing: Custom enterprise pricing, typically starts at thousands per month
- Strengths: No-code bot builder, strong multilingual support, enterprise-grade security
- Weaknesses: Less emphasis on persistent memory across channels; more reactive than proactive
- Best For: Large enterprises needing scalable chatbot automation across multiple languages
Freshchat (Freshworks)
- Pricing: Free plan available; paid plans from \$19/agent/month
- Strengths: Affordable entry point, good integration with Freshworks ecosystem
- Weaknesses: Limited AI sophistication compared to dedicated AI concierge platforms; basic memory capabilities
- Best For: Small to mid-sized businesses seeking cost-effective omnichannel support
Gladly
- Pricing: Starts at \$180/user/month
- Strengths: People-centric approach, unified customer timeline, strong voice and messaging integration
- Weaknesses: AI capabilities less advanced than specialized platforms; focused on human-agent empowerment
- Best For: Brands prioritizing human-agent experience with AI assistance
Salesforce Einstein Bots
- Pricing: Included in Service Cloud; advanced features require additional licensing
- Strengths: Deep Salesforce integration, powerful CRM data utilization, extensive customization
- Weaknesses: Complex setup requiring technical expertise; primarily reactive support focus
- Best For: Enterprises heavily invested in Salesforce ecosystem
Compared to General-Purpose Tools
While helpdesk platforms like Zendesk and Gorgias focus on ticket management, delight.ai emphasizes persistent, memory-driven engagement that impacts lifetime value. Data science platforms like Altair RapidMiner and DataRobot serve completely different purposes (predictive analytics and machine learning model development) and are not direct competitors.
delight.ai’s focus on being a branded AI concierge with long-term memory creates a distinct category. Unlike competitors that treat each interaction as isolated, delight.ai absorbs signals from every conversation to build evolving customer understanding, enabling proactive engagement rather than just reactive responses.
Final Thoughts
delight.ai is a formidable solution for enterprises that are serious about elevating their customer experience. If your organization is looking to move beyond traditional, reactive support and build a proactive, personalized, and secure CX engine, this platform is undoubtedly worth a look. While it requires a commitment in terms of integration and investment, its ability to deliver truly delightful, on-brand experiences at scale makes it a powerful contender for any business aiming to win on customer loyalty.
The platform is best suited for mid-market to enterprise companies in retail, travel, on-demand services, B2B SaaS, fintech, and healthcare that struggle with fragmented customer interactions and want to turn customer service into a competitive advantage. Smaller teams should evaluate the integration effort and pricing directly with Sendbird, while organizations with regulatory requirements will appreciate the comprehensive compliance certifications. As a newly launched product, prospective customers should request detailed demonstrations and consider pilot programs to validate the persistent memory capabilities for their specific use cases.