Sendbird’s unified support: AI agent & Desk

Support today is stitched together, not streamlined. AI tools, ticketing systems, and messaging platforms may be technically integrated, but they are functionally isolated.

Data moves between systems, but not in real time. Not with full context. Customer history is stored, but buried across tabs and tools. 

Agents see the tickets, but not the full conversation that led up to it. Support workflows are automated, but only within each tool, not across them.

Connected tools aren’t the same as a connected experience. We’re changing that.

Meet Sendbird Desk + AI agent

Sendbird Desk is our first-party support software, built from the ground up with in-app messaging, ticketing, and agent tools in a single platform.

Now, with AI agent tightly integrated, Desk becomes the first truly unified support suite – where automation and human agents work together in one thread, with full context and nothing lost in translation. No middleware, no hacks, no context lost in translation. From first touch to final resolution, it’s one seamless experience—for agents, ops, and customers alike.

What makes it different?

Most AI agent support tools integrate around your help desk, not into it.

When an AI agent connects to third-party ticketing platforms via limited APIs. That restricts what AI can access – agent states, ticket status, full history – and limits how smoothly it can escalate or resolve issues. That means shallow context, clunky escalations, and brittle handoffs that leave your customers frustrated.

With Sendbird Desk + AI Agent, everything lives in one ecosystem. That means:

• Shared channel, no context lost: AI and human agents operate within the same Sendbird channel - no need to pass transcripts during escalation.

• Deeper visibility for human agents: agents can see the entire AI - user conversation instantly, with zero lag or repeated work.

• One product, one partner: No third-party dependencies. One vendor, one contract, one integration to maintain.

• Consistent analytics, shared CSAT: Measure and optimize performance across AI and human support with shared analytics and CSAT tracking.

Lean by design, and built for clarity

Legacy platforms are bloated, they are stacked with unused features, complex interfaces, and hidden costs. They slow teams down and drive up the cost.

Sendbird Desk + AI Agent is lean by design.

With messaging, ticketing, and AI in a single, unified platform, every feature is intentional, with no redundancy or excess.

The result is faster onboarding, minimal maintenance, and a better agent experience. So your team spends less time managing complexity and more time delivering results.

The future of support isn’t stitched together. It’s unified. With Desk + AI Agent, you can streamline operations, elevate customer experience, and scale support with confidence – all from a single platform. Contact us to learn more.