Covering Disruptive Technology Powering Business in The Digital Age

Sendbird Launches AI-Powered SmartAssistant to Salesforce Connector for Fast and Personalised Support Interactions
August 24, 2023 News


Sendbird, the communications API platform that helps 4,000 apps and 300 million users every month communicate better, today announced that its enterprise Salesforce Connector is now available for businesses to use, delivering efficiency-boosting improvements for customer service teams. The update includes several new features,  including the Sendbird SmartAssistant, a first-of-its-kind, conversational AI solution. Salesforce Connector, a part of Sendbird’s leading communications platform, lets companies give their customers an exceptional live chat support experience through Salesforce Service Cloud.

Instead of creating their in-house integration to link a better customer service chat with Salesforce Service Cloud, businesses can use Sendbird’s Salesforce Connector for instant integration. The result: A huge saving of development time – what usually takes about 1-2 weeks can now be done in less than a day. Now, with Sendbird SmartAssistant, a customizable, no-code generative AI chatbot is readily available to integrate into companies’ support workflows. Conversations become richer and more rewarding directly within an organization’s mobile app.

“Salesforce Connector changes the game for customer support,” said Sendbird CEO and Co-founder John S. Kim. “Agents have all of the tools and answers they need right at their fingertips to solve even the most complex problems with ease. And with SmartAssistant, agents can help more customers than ever before with new levels of personalization and efficiency.”

The communications API platform market has been growing rapidly worldwide. More and more companies are realizing the importance of seamless communication in apps, websites, and services. With the new SmartAssistant feature, interactions can be even more engaging and helpful.

In the APAC region, markets such as Singapore rely heavily on the digital economy. Communications API platforms play a vital role in supporting Singapore’s rapidly evolving digital landscape and the thriving fin-tech sector. In 2022, fintech investments in Singapore reached US$4.1 billion compared to US$2.3 billion in 2020. Similarly, in the digital payments market, the number of users is expected to amount to 4.58 million users by 2027. The opportunities are self-evident.

A number of technology-led companies often rely on digital platforms to interact with their customers. A communications API platform can offer real-time messaging, voice, and video capabilities, allowing them to provide seamless and instant customer support. This improves customer engagement and satisfaction. Besides cost savings, a reliable communications API platform offers robust encryption and data protection measures, ensuring that customer information remains confidential and transactions are secure.

Indonesia is another rapidly growing market for communications API platforms. Reason: The number of users in the digital payments segment of the FinTech market in Indonesia was forecast to continuously increase between 2023 and 2027 by 50.8 million users (over 25%). The user number is estimated to reach 247.26 million users and therefore a new peak in 2027. Notably, the number of users of the digital payments segment of the FinTech market was continuously increasing over the past years.

Salesforce Connector provides superior chat capabilities, such as rich media attachments, image moderation, webhooks, and a customizable end-user experience that can be tailored to companies’ specific needs. With integration of the AI chatbot, SmartAssistant, Sendbird now provides even more high-quality responses to support queries. Whether it’s answering frequently asked questions or troubleshooting product issues, SmartAssistant for Salesforce Connector ensures helpful and human-like responses throughout the customer support journey.

Sendbird’s cutting-edge generative AI solution enables users to leverage high-value first-party data for support interactions. Users can now easily create AI knowledge chatbots without the need for OpenAI credentials. This can provide personalized and human-like chatbot conversations to quickly meet customer needs while improving agent efficiency.

The new integration builds upon and extends Salesforce Connector’s Summarize feature. What was tested conceptually through the beta period is now an essential, valuable part of the Salesforce Connector tool. Summarize is powered by ChatGPT and enables agents to get a comprehensive summary of an entire support chat conversation with a customer in an instant; agents no longer need to read the conversation from the very start to provide the best, immediate support for their users.

The recent integration expands and extends the Summarize feature of Salesforce Connector. Powered by ChatGPT, Summarize allows agents to quickly receive a complete summary of a support chat conversation with a customer. This means agents don’t have to read the whole conversation from the beginning to offer quick and effective support to users.

With Sendbird Salesforce Connector, organizations get an out-of-the-box solution with seamless, near-instant integration compared to other chat solutions that can take weeks. This translates to faster time to value. Additionally, as a cloud-based solution, the tool is persistently updated with no interruption to the user experience and no management demands on teams.

To learn more about how Sendbird Salesforce Connector with SmartAssistant enables effortless query resolution, personalized interactions, enhanced agent productivity, seamless integration,  and more, go to