Delight.ai Launches Two New Products to Transform How Businesses Serve Customers and Accelerate Growth

Delight Customer Agent unifies the customer journey, while Midas gives business teams a new way to build, test and improve the agent using natural language

SAN FRANCISCO, Nov. 9, 2026 /PRNewswire/ -- Delight.ai, Sendbird's portfolio of customer agents for enterprises, introduced Delight Customer Agent, one AI agent designed to handle shopping, booking, support and retention, and Midas, a self-service AI agent management tool that lets teams build, test, and continuously improve their Delight Customer Agent using conversations. These two new product introductions symbolize the next phase of the company's focus on expanding what AI can do to create better customer experiences and help businesses grow, without forcing them to rely on a patchwork of separate tools.

For decades, companies have raced to deploy AI chatbots to handle customer-facing interactions, but this has led every department to build or buy its own AI agent. New research from Gartner® shows that just 4% of customer service organizations have achieved the ROI they expected from AI initiatives and Gartner predicts that by 2028, organizations that build AI portfolios will achieve twice the business value of those pursuing standalone AI use cases*.

Instead of giving marketing, sales, customer support and other teams separate AI agents that only understand one piece of the customer lifecycle, Delight Customer Agent is one agent that sits across the entire customer lifecycle so businesses can easily maintain customer context across all interactions and channels, making it easier for brands to help customers discover a product, complete a purchase, resolve a support issue and return for their next purchase without forcing them to start over.

"Brands are at risk of recreating the same organizational silos with AI that have frustrated customers for decades," said John Kim, co-founder and CEO of Delight.ai. "Customers do not care which department owns shopping, support or retention. They have one relationship with a business and expect AI to understand their relationship."

One Agent for Every Department
Delight Customer Agent is built on a different model: one agent for every customer-facing job. It brings four critical functions together in the same foundation: Shopping, Booking, Support and Retention. Delight Customer Agent understands the customer's identity, preferences and history, reaches customers across channels and can take actions all while operating within the company's boundaries, approvals and oversight.

With Delight Customer Agent, businesses can:

• Shop: guide product discovery and purchases;
• Book: qualify leads and book meetings, appointments and jobs;
• Support: resolve issues and questions; and,
• Retain: renew, re-engage, and grow customer relationships and lifetime value.

"Whether a member is browsing for a grill, looking up club hours, or asking about a renewal, they're talking to the same agent," said Scott Vandegrift, VP of product at BJ's Wholesale Club.

Delight Customer Agent is Easy For Anyone to Use
In addition to Customer Agent, Delight is introducing Midas, an AI agent that enables any team within any department to build and continuously improve their Delight Customer Agent without relying on engineering or IT to implement requests.

Instead of waiting for updates to be made, Midas gives teams closest to the customer a self-service way to manage their Delight Customer Agent. Teams can now easily describe what they want the Delight Customer Agent to do in natural language, and Midas will translate that request into an actionable process for the agent to follow.

Midas works across four stages:

• Build: turns workflows and policies into a process the Delight Customer Agent can follow;
• Test: runs proposed changes against simulated customers so teams can see how the agent responds before a real customer does;
• Improve: implements approved updates, including new policies, offers and requests; and,
• Analyze: reviews conversations and results to identify where the Delight Customer Agent falls short and recommends what teams should improve next.

"Every team has a running list of things they want their AI agent to do better, but today, every change becomes an engineering problem," said Nick Singh, head of product at Delight.ai. "Midas changes that, and instead of waiting days for an update, those closest to the customer can make necessary changes in hours and can keep making updates so the same agent becomes smarter and more capable over time."

You can find more information about Delight Customer Agent and Midas here and here.

*Gartner press release, Gartner Survey Reveals Just 4% of Customer Service Leaders Have Achieved the Expected ROI of Their AI Initiatives, November 4, 2026

GARTNER is a trademark of Gartner, Inc and/or its affiliates

About delight.ai
Delight.ai is the customer-facing AI agents company that helps enterprises grow revenue and support customers across the entire customer lifecycle. Brands including BJ's Wholesale, Coupang Eats and Mixpanel use delight.ai everyday to drive purchases, recover stalled transactions and strengthen customer relationships. Built on a foundation of billions of customer conversations powered monthly by its parent company Sendbird, delight.ai gives AI agents long-term memory of each customer and stays with them across chat, voice, email and messaging, with the governance controls enterprises require. For more information, visit delight.ai.

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SOURCE Sendbird