Sendbird, known for its pioneering role in real-time communication APIs and SDKs, is evolving into a leader in AI-driven customer engagement. The company is tackling the growing challenges of scalable and intelligent customer interaction across industries and use cases. As businesses face increasing demand for instant, personalised support, traditional models often fall short. Sendbird’s innovative AI agents automate responses for common queries, support human agents with data-driven insights, and handle routine tasks such as processing returns or updating profiles—all without human intervention.

At its core, Sendbird empowers businesses with a robust, API-first platform that seamlessly integrates with user and customer data. This orchestration enables AI agents to perform autonomous actions, enhancing efficiency while delivering proactive, adaptive customer support. What sets Sendbird apart is its unique combination of proven real-time communication expertise and cutting-edge AI capabilities. Unlike standalone AI solutions, Sendbird’s platform marries scalable, low-latency messaging infrastructure with AI tools that elevate user interactions. The platform’s flexibility, which includes diverse messaging UI options for web and mobile applications, ensures a responsive and engaging experience for users.

Today, Sendbird is shaping the future of customer engagement by setting new standards in AI-driven solutions for support, marketing, and user acquisition. It is positioned as a frontrunner in the emerging AI agent space. Notably, the company provides enterprises with the tools to experiment, adopt, and scale AI initiatives quickly and effectively. As Asia’s leading media tech platform, e27 consistently partners with Sendbird to connect with the APAC startup ecosystem. Together, they leverage Echelon and other initiatives to empower businesses with transformative communication solutions.

Also read: Empowering innovation: e27 collaborates with Meta for the AI Accelerator Programme

Understanding Sendbird’s journey and market position

Founded in 2013, Sendbird has transformed from a South Korean startup into a global leader in AI-driven customer engagement. The company was initially launched as a B2C platform connecting mothers through a social media app. In 2015, it recognised the growing demand for real-time interaction tools. As a result, the company pivoted to focus on B2B and enterprise communication solutions. This strategic shift proved successful. By 2016, Sendbird gained momentum through its participation in Y Combinator, a premier startup accelerator. It also established its headquarters in Silicon Valley.

Over the years, Sendbird has reached key milestones. This includes raising over $236 million in funding and achieving unicorn status by 2021. Its platform now powers over 7 billion messages monthly, facilitating seamless communication for 300 million users across diverse industries and geographies. This impressive scale has positioned Sendbird as a trusted partner for enterprises seeking reliable, innovative communication solutions.

While headquartered in the U.S., Sendbird maintains a significant presence in the APAC region. Its Seoul-based APAC headquarters and R&D centre enable the company to stay agile and responsive to customers in Japan, Southeast Asia, and ANZ. Unlike many U.S.-based software companies that rely on regional hubs like Singapore, Sendbird’s strategic location in South Korea underscores its commitment to serving the APAC market effectively.

As Sendbird continues to evolve, its focus remains on delivering AI-driven solutions that enhance user engagement and satisfaction, solidifying its role as a global leader in intelligent communication platforms.

Exploring Sendbird’s comprehensive communication suite

Sendbird has established itself as a leader in integrating advanced communication tools—chat, voice, and video—directly into applications. To cater to the increasing demand for multi-channel engagement, the platform extends support to external communication channels like WhatsApp, Facebook, and Instagram. This allows businesses to seamlessly interact with their users across diverse platforms.

To address the growing need for effective customer support, Sendbird developed Sendbird Desk, a dedicated agent support system that integrates smoothly with existing CRM and customer service solutions. Additionally, the platform’s evolution includes compatibility with advanced AI models such as OpenAI’s ChatGPT, Anthropic’s Claude, and Meta’s Llama, paving the way for Sendbird’s AI agent platform. This innovation empowers businesses to automate customer support, marketing, and other interactions with AI-driven agents that integrate directly with their internal systems and data.

Another standout offering, Sendbird Business Messaging, enables businesses to proactively engage customers via in-app notifications and external channels like WhatsApp, SMS, and email. This tool supports timely and targeted outreach, ensuring meaningful conversations at the right moments.

Trusted by leading brands such as India’s Paytm, Southeast Asia’s Traveloka and Carousell, and Japan’s Rakuten and PayPay, Sendbird’s solutions deliver unmatched reliability and scalability. A prime example of its impact is Maya, the Philippines’ largest fintech provider. By transitioning to Sendbird’s in-app messaging and customer support chat, Maya achieved a 94% cost savings per message, reduced support costs by 56%, and enhanced customer satisfaction, showcasing the transformative potential of Sendbird’s comprehensive suite.

Also read: e27 and Gateway of Asia transforming Asia’s startup landscape from Singapore to Manila

e27 and Sendbird: Partners in transforming customer experience

Sendbird is an important member of the e27 and Echelon community. Its cutting-edge expertise in real-time communication and AI-driven customer engagement aligns seamlessly with the Echelon’s focus on innovation and technology. By addressing critical challenges like scalability and personalization in customer interactions, Sendbird exemplifies the forward-thinking spirit that Echelon champions.

Sendbird’s engagement with e27 significantly helped them build a pipeline of potential startup customers across APAC. This is true particularly for high-growth markets like Singapore, Indonesia, and Thailand. This experience also enabled them to quickly gauge the potential and needs of these key markets.

e27 also previously collaborated with Sendbird on the “Get Ahead in Digital Transformation” webinar. Held via Zoom, industry professionals and innovators gained insights into staying competitive in a rapidly evolving business landscape. The webinar featured expert advice on transforming digital customer conversations into meaningful, lasting relationships. It also showcased actionable strategies for enhancing communication and engagement. Thus, e27 and Sendbird’s partnership has set the stage for deeper engagement and tailored support in the region. 

Pioneering the next Wave of in-app communication

Sendbird is at the forefront of redefining in-app communication, actively working to set new industry standards through innovation and collaboration. The company’s efforts include forging strategic partnerships, participating in global conferences, and exploring opportunities to contribute to open-source projects. One of Sendbird’s latest innovations is its AI agent solution, which integrates seamlessly into existing communication systems. This offering provides businesses with a scalable and intelligent support option, designed to enhance user experiences by automating interactions while delivering personalised, data-driven support.

Looking ahead, Sendbird aims to solidify its role as a key innovation partner for enterprises, particularly in the APAC region. It plans to showcase its AI agent capabilities at prominent industry events, including Shoptalk in Las Vegas in 2025. Additionally, the company is actively seeking opportunities to present its solutions at customer service and AI-focused conferences across the APAC region. Through these initiatives, Sendbird is poised to continue leading the next wave of in-app communication, empowering businesses to deliver cutting-edge, connected experiences.

e27 remains committed to empowering partners like Sendbird by providing tailored support that aligns with their strategic goals. Through event partnerships, access to new markets, and enhanced visibility within the APAC startup ecosystem, e27 fosters meaningful collaborations that drive growth and innovation. With its established network and expertise, e27 helps partners navigate the dynamic tech landscape, connect with key stakeholders, and unlock opportunities across borders. For organisations aiming to amplify their impact in the region, e27 offers a clear and proven platform to achieve success.

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This article is produced by the e27 team

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