Sendbird SMS AI agent

An SMS AI agent is a virtual assistant powered by AI that communicates with customers via text messages (SMS). It can answer questions, send updates, resolve issues, and escalate to human agents—all through a simple, conversational SMS interface.

The AI agent uses natural language processing (NLP) to understand incoming messages and respond intelligently. It connects to your backend systems (e.g., CRM, order management, support tools) to fetch data, take action personalized for your customer, or route conversations as needed.

You can create an SMS AI agent using an AI agent platform like Sendbird. Setup involves:

• Defining workflows via no-code Actionbooks/AI SOPs.

• Connecting a phone number

• Adding backend integrations

• Testing and launching

There are many reasons to use SMS for AI customer service

• SMS is a preferred channel. 82% of Millennials and 74% of Gen Z favor real-time, digital-first service
• SMS doesn't require internet or app downloads
• Texting is convenient and AI agents interactions feel natural
• AI agents for customer support over SMS are scalable, real-time, and cost-effective.

SMS has inherent limitations (e.g., no encryption), but AI agents can be configured to avoid handling sensitive data and instead link out to secure channels when needed.