From Messaging Leader to AI Customer Experience Platform: Expanding Category Leadership

Sendbird

The platform company that helps global businesses communicate with customers and use AI to improve the customer experience

Sendbird is a global technology company that provides the communication infrastructure businesses need to engage with customers across apps and websites, including chat, messaging, voice, and video. Its technology supports at least 4,000 customers and over 300 million monthly active users worldwide. More recently, Sendbird has expanded its business around AI agents and customer experience management, evolving from a messaging infrastructure provider into an AI customer experience platform where AI goes beyond answering questions to resolving customer issues.

01Challenge

Sendbird had established strong recognition as a global leader in messaging infrastructure, but the rapid adoption of generative AI was shifting its business toward AI-powered customer experience. The company needed to move beyond its established image as a chat and messaging solutions provider and build a new position as an AI customer experience platform that uses AI agents to resolve real customer issues.

As more companies entered the AI agent market, the challenge was no longer simply to communicate technology trends or product features alone. Sendbird needed to consistently demonstrate its differentiated technology and real-world business value in order to establish leadership in an increasingly competitive market.

02Approach

Meet the Sun connected Sendbird’s established messaging expertise and global business experience with the emerging AI customer experience opportunity, building a consistent corporate narrative around the idea that AI should go beyond answering questions to owning and resolving customer problems. Major product and technology updates, including AI Agent, Omnipresent AI, and Agent Steward, were positioned not as isolated product launches but as part of Sendbird’s broader vision for the evolution of AI-powered customer experience.

We used customer deployments and product outcomes to show how AI agents deliver value to businesses. We drew on a survey of consumers in Korea and the U.S. about AI in customer experience (CX) to pitch stories on market shifts and emerging customer expectations.

At Spark Korea, an AI customer experience conference in Korea, we presented Sendbird’s products, examples of customer adoption, and market insights. Across our PR efforts, we highlighted the A2A economy and the role of AI agents that see customer issues through to resolution. This helped position Sendbird as a leading voice in the AI CX market.

03Outcome

Through sustained PR efforts, Sendbird expanded its brand positioning beyond messaging infrastructure to establish itself as an AI-powered customer experience platform. Rather than focusing solely on product features, communications consistently highlighted real-world AI agent use cases, customer outcomes, and market data, reinforcing both Sendbird’s technology leadership and the practical business value of its solutions in the emerging AI customer experience market.

Spark Korea, in particular, helped broaden the media conversation around AI customer experience, generating 72 media placements, including 17 Tier 1 media stories. Building on its established global leadership in messaging, Sendbird has continued to extend its category leadership into AI agents and customer experience, strengthening its position as a technology company shaping the next phase of the market.