New framework provides policy, data and knowledge checks to ensure responsible, trustworthy agent behavior
SAN MATEO, Calif., July 30, 2025 /PRNewswire/ — Sendbird Inc., the AI communications platform trusted by the world’s largest brands, today introduced Trust OS, the only enterprise-grade AI accountability system that combines observability, control and human oversight. This framework includes 14 unique features designed to give businesses a complete foundation for making AI agents accountable, responsible and scalable for enterprise use, all built on a platform proven to support billions of conversations.
A recent Gartner report revealed that one of the top inhibitors to adopting agentic AI is a lack of customer trust. As companies increasingly seek to integrate more AI agents into the customer experience and give greater autonomy to automate tasks, there is a necessary gap to fill in holding these agents accountable. Sendbird’s Trust OS provides the visibility, control and oversight needed to evaluate and manage the responsibilities of AI agents.
“AI agents have extraordinary potential to shape the front lines of customer experience, moving beyond simple interactions to take meaningful actions on our behalf,” said John Kim, co-founder and CEO of Sendbird. “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.”
This release puts the principles of responsible AI into practice, reinforcing responsible agent deployment at every level. Each new feature is designed to support one of four key areas of focus:
- Observability – Gain complete visibility into every AI agent decision, output and interaction, enabling faster troubleshooting and continuous improvement;
- Control – Give your team full control over how, when, and what gets deployed. Track changes, fine-tune behavior, and ensure each deployment aligns with your goals, policies, and brand voice from day one;
- Oversight – Enable human supervision to review and guide AI agent actions, ensuring precision and accountability when stakes are high; and
- Scale-Proven Infrastructure – Confidently scale from pilot to global rollout without compromising trust by supporting high-volume, high-velocity agent activity with solid performance and reliability.
By using Sendbird Trust OS, businesses can expect:
- 90% reduction in pilot-to-production timelines through automated testing, eliminating the need for manual QA.
- 99% of hallucinations are caught and resolved with flagged messages and AI suggestions of knowledge and action books.
- Improved AI performance and accountability with the ability to trace and correct every agent interaction; and,
- Safely run multiple AI agents across the environment with role-based access and selective deployment, increasing AI agent autonomy without losing oversight.
Sendbird Trust OS is generally available to all current and future customers who utilize the AI agent builder product within the platform. For more information or to see the features in action, visit the Sendbird blog.
About Sendbird
Sendbird is the omnichannel AI agent platform used by global enterprises to elevate customer experience, by initiating autonomous support & sales conversations, keeping humans in the loop for complex inquiries, and re-engaging customers with proactive business messages.
Combining omnichannel AI and battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale. Trusted by 4,000+ leading brands—including DoorDash, Match Group, Noom and Yahoo Sports—Sendbird powers over 7 billion conversations every month, offering exceptional reliability, security, and compliance that meet enterprise-level demands.
Headquartered in California, Sendbird is backed by ICONIQ, SoftBank, Tiger Global, Y Combinator, and other leading investors.
SOURCE Sendbird