Sendbird and AWS Unveil 3-Year Strategic AI Partnership

Amazon.com Inc. (AMZN) is partnering with Sendbird, an AI communications platform, for a 3-year strategic collaboration. The agreement will expand Sendbird's AI agent capabilities, deepen technical integrations with AWS services, and accelerate joint go-to-market efforts. Sendbird is now offering its AI agent solution on AWS Marketplace, aiming to help businesses deliver proactive and intelligent customer support at scale. The partnership targets key industries such as travel, on-demand services, and retail, with the goal of reducing operational costs and meeting evolving consumer expectations.

Amazon.com Inc. (AMZN) has entered into a three-year strategic collaboration agreement with Sendbird, an AI communications platform, to expand Sendbird's AI agent capabilities and deepen technical integrations with AWS services. The partnership aims to accelerate joint go-to-market efforts and help businesses deliver proactive and intelligent customer support at scale.

Sendbird, a leading omnichannel AI agent platform, will leverage Amazon Web Services (AWS) Marketplace to offer its AI agent solution. This move strengthens Sendbird's position as an agentic AI leader and enables customers to rapidly discover, purchase, and deploy advanced AI-driven products. The collaboration targets key industries such as travel, on-demand services, and retail, with the goal of reducing operational costs and meeting evolving consumer expectations [1].

By 2029, Gartner predicts that agentic AI will autonomously resolve 80% of customer service issues. Sendbird is already delivering on this promise by powering over seven billion conversations every month. The partnership with AWS will accelerate the deployment of agentic AI solutions that enable businesses to automate conversations, personalize interactions, and drive faster resolutions without sacrificing the human touch.

Sendbird has a proven track record of driving industry-first innovations. For instance, Peter Pan, South Korea's leading peer-to-peer property hub, modernized property marketplace safety for 3 million users with AI-powered chat moderation, reducing manual reviews by 80%. Maya, the Philippines' largest fintech, transformed digital banking communication, achieving 94% cost savings through AI-enabled messaging. Lotte Homeshopping, a South Korean media commerce company, revolutionized e-commerce support by automating 40% of inquiries with AI, setting new standards for 24/7 customer service in Asian retail [1].

The collaboration will involve several strategic areas, including the integration of Amazon Nova via Amazon Bedrock to deliver sophisticated multimodal AI capabilities, strategic go-to-market efforts across key verticals, and scaling via AWS Marketplace. "Agentic AI represents the most significant technological advancement we've seen in decades, fundamentally changing how our partners serve customers," said Chris Casey, Asia Pacific & Japan Director of Partnerships at AWS. "The combination of AWS's enterprise-grade AI services with Sendbird's AI agent platform will help organizations around the world elevate customer experiences to the next level" [1].

John S. Kim, Co-Founder and CEO of Sendbird, echoed this sentiment, stating, "The future of customer experience is agentic, where AI does not just assist but proactively acts. At Sendbird, we're proud to collaborate with AWS to help businesses realize that future. By combining our trusted communications platform with generative AI, we're enabling brands to deliver smarter, faster, and more personalized customer support at scale" [1].

References:
[1] https://www.prnewswire.com/news-releases/sendbird-signs-sca-with-aws-to-accelerate-agentic-ai-adoption-302527085.html