Sendbird Inc., an AI communications and conversation platform, launched what the company calls an “omnipresent” AI agent that can handle customer service issues proactively rather than just reacting to them. Omnipresence means the company’s AI agent can engage and respond to customers wherever they are: web, mobile, email, SMS, WhatsApp and voice – all without losing track of the conversation history. This means that a user could start a conversation on the web, grab their phone to leave the house and continue talking to the AI agent and it could pick up where it left off. The company believes by allowing users to pick a preferred point of contact they can feel more connected and part of the process. The second promise of the company’s AI agent is proactive support, where AI agents react to potential problems and conversation moments before a customer contacts support. For example, when a delivery is on its way it might contact the customer on the last channel they messaged to provide an update. It can also anticipate disruptions such as flight delays, allowing real-time outreach and rescheduling. Sendbird’s AI agent empowers businesses to move beyond siloed, reactive interactions to memory-rich customer experiences that reduce friction, anticipate needs and improve loyalty all at the same time.