TLDR: Sendbird has launched Trust OS for AI Agents, an enterprise-grade accountability system designed to ensure safer, smarter, and more trustworthy customer interactions. This new framework provides comprehensive controls, observability, and human oversight for AI agent deployments, addressing a key inhibitor to AI adoption: lack of customer trust.
SAN MATEO, Calif. – July 30, 2025 – Sendbird Inc., a leading AI communications platform, today announced the introduction of Trust OS for AI Agents, a groundbreaking enterprise-grade AI accountability system. This innovative framework is designed to provide businesses with the necessary controls, observability, and human oversight to deploy AI agents responsibly and at scale, particularly within customer experience operations. The launch directly addresses a critical challenge identified in a recent Gartner report: the lack of customer trust as a significant barrier to the widespread adoption of agentic AI.
Trust OS for AI Agents is built upon 14 unique features, offering a robust foundation for making AI agents accountable, responsible, and scalable for enterprise use. The system is engineered on a platform that has already demonstrated its capability to support billions of conversations, underscoring its reliability and scalability. As companies increasingly integrate AI agents into customer interactions and grant them greater autonomy, the need for robust accountability mechanisms becomes paramount. Sendbird’s Trust OS aims to fill this gap by providing the visibility, control, and oversight essential for managing AI agent responsibilities effectively.
John Kim, co-founder and CEO of Sendbird, emphasized the transformative potential of AI agents in customer experience, stating, “AI agents have extraordinary potential to shape the front lines of customer experience, moving beyond simple interactions to take meaningful actions on our behalf. But as these agents gain agency, they must also be grounded in accountability. Trust doesn’t emerge by accident; it’s the result of building rigorous safeguards into the foundation of every AI agent, establishing controls that ensure outcomes are positive and answers are accurate.”
The new release operationalizes the principles of responsible AI, ensuring responsible agent deployment at every level. The features of Trust OS are categorized into four key areas:
Observability: Provides complete visibility into every AI agent decision, output, and interaction, facilitating faster troubleshooting and continuous improvement.
Control: Empowers teams with full control over how, when, and what AI agents deploy.
Oversight: Enables human supervision to review and guide AI agent actions, ensuring precision and accountability, especially in high-stakes scenarios.
Policy & Knowledge Checks: Ensures AI agents adhere to predefined policies and utilize accurate, up-to-date knowledge.
Sendbird’s AI Agent platform is an omnichannel solution, capable of automating 24/7 customer support, maintaining context across various channels like SMS, email, WhatsApp, and in-app chat, and proactively engaging users. It also offers seamless integrations with popular customer support software such as Salesforce, Zendesk, Notion, and Google Drive, allowing AI agents to be trained using existing content. The company’s commitment to enterprise-grade reliability is evident in its infrastructure, which supports over 6 billion end-users and facilitates 7 billion conversations monthly, boasting a 99.9%+ uptime guarantee. Furthermore, the Sendbird AI Agent Validation Test allows businesses to rigorously test AI performance before deployment, ensuring accurate and consistent responses.
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This launch marks a significant milestone for Sendbird, reinforcing its position as a leader in AI-driven customer service and addressing the growing demand for intelligent, yet trustworthy, automated solutions.
