Kustomer

Unify customer context, AI, and teams to deliver personalized support, improve service operations, and drive retention and revenue.

Resolve customer requests with contextual AI across channels, while giving teams control over automation and improving outcomes tied to business goals.

Equip support reps with customer context, real-time guidance, and task automation to deliver consistent service and focus on meaningful customer outcomes.

Evaluate every human and AI conversation to uncover performance patterns, support targeted coaching, and improve service quality with transparent evidence.

Turn conversations into actionable data to improve reporting, routing, and customer experience decisions.

Give service teams a complete customer view so they can personalize conversations, act proactively, and provide more relevant support.

Help customers get consistent, context-aware support across their preferred channels while giving agents one place to manage conversations.

Automate repetitive support work and coordinate customer-aware processes to help teams respond faster and scale operations.

Understand CX performance, uncover what is driving changes, and make faster, more confident decisions about staffing, coaching, and operations.

Equip agents with customer context, intelligent routing, automation, and performance insights to resolve issues efficiently and deliver better service.

Anticipate customer needs, address issues before they escalate, and build loyalty through timely, personalized service.

Help customers resolve questions and complete service actions independently, offering always-on assistance and helping reduce customer service costs.

Kustomer Platform

Kustomer Platform is an AI-native customer experience platform that brings customer data, conversations, AI agents, human teams, workflows, reporting, and tools for building and analyzing customer experiences together. It helps businesses deliver personalized support across channels, equip agents with real-time context and recommendations, build and govern AI experiences, explore CX data, and optimize customer journeys around business outcomes.

Category: Customer Service Software

• Resolve Requests With Full Customer Context
  Give AI agents customer history and data to support personalized interactions and resolve complex requests.
• Unify Customer Data In One Timeline
  Bring customer context and interaction history together in a shared view that supports AI and human agents.
• Govern And Evaluate AI Actions
  Review AI reasoning, evaluate interactions, configure guardrails, and route high-risk conversations to human agents.
• Optimize AI For Your Business Goals
  Align AI actions with business goals and track progress against metrics such as CSAT, upsell rate, and customer lifetime value.
• Manage Conversations Across Every Channel
  Keep customer interactions and context together across supported channels so teams can provide connected service.
• Equip Agents With Real-Time Guidance
  Help agents prepare with customer insights and act with in-the-moment recommendations, while retaining manager oversight of AI actions.
• Automate Routine CX Workflows
  Streamline tasks such as routing, quality checks, and reminders, and direct work to the appropriate resource.
• Build And Improve AI Experiences Without Code
  Let CX teams create, test, launch, and adjust AI experiences independently, with tools for agent setup, knowledge content, reporting, and operational oversight.
• Turn CX Data Into Actionable Insights
  Explore CX metrics and trends, investigate underlying conversations, and use recommendations for staffing, routing, and coaching decisions.
• Automate CX Workflows Without Code
  Create and launch end-to-end automations independently, reducing reliance on engineering and manual processes.
• Understand AI Decisions And Fix Failures
  Use decision explanations and improvement suggestions to understand what an agent did, why it did it, and how to address failures.
• Track Trends And Investigate Changes
  Monitor real-time CX trends and investigate metric changes to help find their root causes.
• Connect Your Tools And Data
  Integrate existing tools and data sources through apps, integrations, webhooks, APIs, and MCP connectivity.
• Find And Fix CX Configuration Issues
  Review automation logic and CX configuration, identify problems, and follow prioritized recommendations to address them before they affect customers or scaling.
• Trace Chart Results To Conversations
  Move from a chart to the conversations behind its figures to investigate metric details.
• Save And Share Reports
  Keep commonly used insights accessible by saving charts as reports that teams can revisit, share, and schedule.
• Build Scorecards And Target Coaching
  Create rep scorecards, identify top performers, and develop targeted coaching plans based on performance insights.
• Test And Manage AI Changes
  Use testing environments and version control to monitor performance, roll back changes, and improve AI agents.
• Publish And Improve Help Content Faster
  Use auto-generated metadata and engagement insights to support faster publishing, better discoverability, and ongoing refinement.
• Create And Share Reports Across Teams
  Tailor reports to team needs, schedule delivery, and share results so stakeholders stay aligned.
• Test Changes And Roll Back Versions
  Use testing environments and version control to support safer iteration, performance monitoring, and rollback of changes.
• Start With Guided Questions
  Use guided question starters to explore common CX topics, including forecasting, SLA health, and backlog.
• Understand How Metrics Are Calculated
  Review metric definitions and calculations so teams can interpret results with greater clarity.
• Surface Themes And Sentiment Drivers
  Highlight themes and factors driving customer sentiment to provide CX insights to other teams.
• Find Conversation Details In Seconds
  Use plain-language search to locate information across conversation history without searching manually.
• Convert Existing AI Teams Into Concierge Drafts
  Start with a working conversion draft rather than rebuilding from scratch, while preserving the original team and allowing review before activation.

Kustomer Concierge

Kustomer Concierge is a customer-facing AI service product that resolves routine and complex requests across channels using full customer context. It recognizes intent, follows relevant resolution paths, and can take actions in connected tools. When a request needs human attention, Concierge hands off actionable context to an agent. Teams can set autonomy thresholds, oversee AI interactions, evaluate performance, and optimize Concierge against goals such as CSAT, retention, loyalty, and revenue.

Category: Customer Support Automation Software

• Resolve Customer Requests End To End
  Resolve suitable requests autonomously, including actions in connected tools, so customers can get outcomes without waiting in a queue.
• Use The Complete Customer Record
  Use customer history and account information to make interactions more informed and personalized.
• Serve Customers Across Channels
  Support customers across multiple channels while retaining context, including chat, email, SMS, WhatsApp, voice, and Slack.
• Hand Off Conversations With Context
  Give human agents relevant customer and conversation context so they can continue the interaction without starting over.
• Set Boundaries For AI Autonomy
  Configure where Concierge acts independently and where it defers, with controls that let teams manage automation at their own pace.
• Optimize Service Against Business Goals
  Align Concierge with selected outcomes and use conversation data to improve against measures such as CSAT, retention, loyalty, and revenue.
• Route Requests To Relevant Resolutions
  Recognize customer intent and direct requests to appropriate resolution paths without requiring customers to repeat information.
• Review And Intervene In AI Interactions
  Maintain visibility into Concierge interactions and step in when needed.
• Evaluate AI Accuracy, Tone, And Compliance
  Test AI performance before launch and evaluate interactions after launch against accuracy, tone, and compliance criteria.
• Inspect AI Reasoning And Actions
  Review the reasoning and procedures behind AI actions and investigate traces by customer, error, tool, or channel.
• Measure AI Resolution And Outcomes
  Track automation results and compare CSAT for AI-handled and human-only conversations, then examine performance by automation, agent, procedure, or tool.
• Search Relevant Knowledge Base Content
  Limit searches to selected content, such as a category, brand, or tag, to retrieve articles relevant to the customer's situation.
• Keep AI Agent Configurations Focused
  Monitor configuration size and identify limits to help keep agents focused as teams add tools, procedures, and instructions.

Kustomer Envoy

Kustomer Envoy is an AI intelligence layer for human support representatives. It works alongside reps in real time, surfacing customer and account context, analyzing interaction signals, recommending replies and next steps, and automating routine documentation and follow-up tasks. Reps can monitor AI-handled conversations and intervene or take over, while teams use outcome visibility and continuous improvement to support consistent service as volume grows.

• Prepare Reps With The Full Customer Picture
  Help reps start conversations informed by relevant customer history instead of searching for details or asking customers to repeat themselves.
• Surface Customer Priorities In Real Time
  Provide timely signals about customer sentiment and behavior to help reps understand what may need attention.
• Draft On-Brand Replies For Rep Review
  Give reps AI-generated response suggestions as a starting point to review or edit before sending.
• Monitor And Take Over AI Conversations
  Keep reps involved in AI-handled interactions and let them step in when needed, with configurable human-in-the-loop controls.
• Keep Customer Context Consistent Across Channels
  Give reps access to the customer record across supported channels, maintaining context when conversations begin in different places.
• Find Relevant Answers Without Manual Searching
  Provide relevant guidance during conversations without manual knowledge base searches, with scoped search helping keep results pertinent.
• Recommend Contextual Next Steps
  Give reps follow-up recommendations informed by the customer's situation, previous resolutions, and business rules.
• Summarize Conversations Automatically
  Reduce the need for reps to write conversation notes after an interaction.
• Track Service Outcomes In Real Time
  Review resolution rates, customer satisfaction signals, and escalation patterns to understand key CX outcomes.
• Bring Company Activity Into One Timeline
  Review company activity across contacts in one chronological feed and use AI summaries to catch up quickly.
• Flag Account Changes That Need Attention
  Identify account activity that may need attention, including reduced stakeholder engagement or worsening sentiment.
• Update CRM Records Automatically
  Automate CRM field updates and tagging to reduce manual data entry for reps.
• Trigger Follow-Up Tasks From Conversation Outcomes
  Initiate routine follow-up actions based on how an interaction concludes, reducing manual work for reps.
• Improve Guidance From Performance And Feedback
  Use resolution patterns, rep feedback, and performance data to improve over time without manual tuning.

AI QA

Kustomer AI QA automatically scores every closed conversation handled by a human representative or AI agent against a weighted scorecard defined by the team. Criteria can be set in plain language and grounded in policies and procedures, with reasoning shown for each score. Teams can identify coaching opportunities, investigate low-scoring conversations, and improve AI agent instructions. Scores are available in reporting, Data Explorer, and workflows. Teams can start with a preconfigured field, adjust scorecards and evaluation timing, and manually correct scores without those corrections being silently overwritten.

• Review Every Conversation Automatically
  Assess quality across the full set of conversations to help teams identify patterns beyond a limited sample.
• Set Evaluation Criteria And Weights
  Align evaluations with service standards by describing and weighting criteria and setting auto-fail logic for essential requirements.
• Evaluate Against Your Policies
  Assess conversations against documented organizational standards to support relevant, consistent quality reviews.
• Identify AI Agent Performance Gaps
  Identify missed criteria in procedure adherence, resolution, or handoff quality and use findings to guide improvements.
• Guide Evidence-Based Rep Coaching
  Use evaluations across representatives' conversations to recognize strengths and identify specific areas for development.
• Explain Every Score
  Provide inspectable evidence behind evaluations so managers can understand missed criteria and act on findings.
• Find Trends And Coaching Opportunities
  Use conversation scores and reasoning to identify performance patterns, locate conversations needing attention, and inform coaching.
• Evaluate The Complete Handoff
  Review the combined AI and human interaction as one conversation instead of disconnected snapshots.
• Trigger Actions From Quality Scores
  Route scores into follow-up workflows to flag conversations for review or recognize strong examples.
• Start Scoring Without Building A Rubric
  Begin with a preconfigured field, then adapt criteria and evaluation timing without code or a separate rubric-building tool.
• Correct Scores Without Losing Changes
  Retain human corrections when an evaluation needs adjustment.

Conversation Intelligence

Kustomer Conversation Intelligence turns customer conversations into structured, reportable data automatically. It classifies conversations into business-defined categories, scores outcomes such as satisfaction, sentiment, and customer effort, and extracts details such as order numbers or root causes into reportable fields. Each value includes the AI's reasoning and can be used in reporting, search, routing, and workflows. Teams can define when attributes run and correct values manually without those corrections being silently overwritten.

• Classify Every Conversation Consistently
  Apply business-defined categories automatically to help teams understand customer intent and use consistent classifications for reporting and routing.
• Score Customer Interactions Automatically
  Generate defined scores across conversations to provide structured signals for reporting and follow-up.
• Extract Details Into Reportable Fields
  Capture information from conversation text as structured fields for reporting and use without manually looking up or tagging each detail.
• Trigger Actions From Conversation Insights
  Use classified, scored, or extracted values to route conversations, raise flags, or initiate follow-up actions automatically.
• Review The Reasoning Behind Values
  See the rationale attached to each result to understand and audit the AI's interpretation without rereading the conversation.
• Report On Structured Conversation Data
  Use captured details in reporting, search, and Data Explorer without a separate export or engineering work.
• Choose When Attributes Run
  Set when conversation analysis runs to suit the team's process.
• Correct Values Without Losing Changes
  Make and retain human corrections when needed.

Customer Service CRM

Kustomer's customer service CRM brings customer profiles, purchase history, preferences, interactions, and data from other sources together in a contextualized view. Teams can structure and connect business information with custom objects and attributes, review customer activity on a chronological timeline, and use accessible, searchable data to support personalized, proactive service. Webhook updates help make data available faster while reducing API calls and engineering effort.

Category: Customer Service Software

• Unify Customer Context
  Bring purchase history, preferences, and information from multiple sources into a holistic profile that helps teams understand customers beyond an individual order or conversation.
• Model And Connect Business Data
  Structure information for business needs and link related records to make customer and operational context easier to access.
• View Customer History In One Place
  Give agents a chronological view of customer interactions and related data so they can find context and respond with relevant information.
• Personalize Proactive Conversations
  Use order data and customer context to initiate relevant conversations and provide timely updates.
• Connect Customer Data
  Bring information from other systems into the customer context agents use, with webhook updates that help speed access and reduce API calls and engineering work.
• Find And Use Relevant Data
  Make customer and business information searchable and accessible so teams can locate and act on relevant context.
• Automate Repetitive Service Tasks
  Use configurable workflows to streamline repetitive support tasks and processes.

Omnichannel Support

Kustomer Omnichannel Support brings conversations across channels into a unified support experience. Agents can respond and switch channels from one place while retaining conversation context. The solution supports voice, email, chat, Slack, chatbots, SMS, social, Messenger, and WhatsApp, and enables proactive communication on customers' preferred channels. Kustomer AI Agents also support customers across channels, including voice.

Category: Customer Service Software

• Keep Conversations Connected Across Channels
  Bring interactions from supported channels together to help customers avoid repeating themselves and agents maintain continuity.
• Respond And Switch Channels In One Place
  Handle and move conversations between channels from one workspace while keeping conversation context available.
• Meet Customers Across Their Preferred Channels
  Let customers contact teams through supported channels, including voice, email, chat, Slack, chatbots, SMS, social, Messenger, and WhatsApp.
• Resolve Complex Issues With Live Voice Support
  Give agents cross-channel customer context during calls to support responses to complex or urgent issues.
• Support Customers With AI Across Channels
  Use AI Agents across supported channels, including voice, and bring in a human agent when needed.
• Reach Customers Proactively On Preferred Channels
  Use customers' preferred channels for proactive communication beyond an initial inbound request.

Workflows and Actions

Kustomer Workflows and Actions helps support teams automate repetitive tasks and coordinate business processes using customer context. Build multi-step workflows with conditional branching to automate conversation routing, quality checks, reminders, and more. Extend workflows with apps, hooks, REST API calls, and custom integrations. Tasks help teams coordinate work across departments, involve internal teams or end-users, and keep deadlines on track with reminders. Business rules and skills-based routing help organize work and direct conversations to suitable agents.

Category: Customer Support Automation Software

• Automate Routine Support Tasks
  Use customer context to automate routine work and streamline operations.
• Build Dynamic, Conditional Workflows
  Create workflows that branch based on conditions and progress through multiple connected steps.
• Build And Troubleshoot Workflows
  Create workflows through a visual builder and use debugging tools to identify and address issues.
• Connect Workflows To External Systems
  Connect workflows with external systems and automate business processes using apps, hooks, REST API calls, and custom integrations.
• Route Conversations To Suitable Agents
  Use routing rules and agent skills to direct conversations to appropriate agents without manual triage.
• Coordinate Tasks And Deadlines
  Keep work organized by managing tasks, involving relevant participants, and setting deadlines and reminders.
• Apply Business Rules To Workflows
  Use business rules to support configured workflow and automation processes.

Reporting and Analytics

Kustomer Reporting and Analytics brings CX metrics into a unified view and combines reporting with AI to explain what is happening, why it is changing, and what actions to consider. Teams can explore real-time performance across queues, channels, teams, workflows, and custom objects; track trends in volume, handle time, sentiment, and CSAT; and drill into data to investigate causes. Natural-language queries, guided prompts, customizable reports, and out-of-the-box dashboards help CX teams turn operational data into staffing, coaching, routing, and process decisions. Data Explorer capabilities include natural-language answers, detailed metric analysis, and operational recommendations.

• See Performance Across Your CX Operation
  Review queue, channel, and team metrics together to understand performance and communicate results.
• Get Answers Without Writing Reports Or Queries
  Explore CX data with natural-language questions and guided prompts without needing to write reports or queries.
• Track CX Trends And Performance In Real Time
  Monitor key CX metrics across operational dimensions, spot issues, and understand how measures are calculated.
• Understand Changes And Identify Next Steps
  Get explanations behind trends and anomalies, along with recommendations for staffing, coaching, and process decisions.
• Trace Metrics To Their Underlying Causes
  Investigate details behind metric changes, including relevant conversations, to identify what may be driving a trend.
• Build And Share Reports That Fit Your Needs
  Create reports around business metrics, use ready-made dashboards, and save, share, or schedule reports.
• Compare AI And Human Support Outcomes
  Review AI handling, deflection, resolution times, and CSAT, including comparisons with human-only conversations.
• Guide Staffing, Routing, And Coaching Decisions
  Use performance insights to investigate backlogs and team needs, adjust schedules and routing, and develop coaching plans.
• Trace Chart Results To Conversations
  Explore conversations behind chart figures to investigate metric details.
• Save And Share Reports
  Keep commonly used insights accessible by saving charts as reports that teams can revisit, share, and schedule.
• Monitor SLA Performance And Customer Sentiment
  Review SLA performance and customer sentiment as part of CX reporting.
• Start With Guided Questions
  Use guided question starters to explore common CX topics.
• Surface Themes And Sentiment Drivers
  Highlight themes and factors driving customer sentiment to provide CX insights.
• Schedule Reporting Data Exports
  Set up recurring exports of reporting data instead of relying only on one-time exports.

Agent Service

Kustomer Agent Service gives support agents customer context and tools to deliver informed, efficient service. Agents can view a chronological customer timeline, automate repetitive work, and use configurable routing rules to direct conversations to the right agent. Performance reports track team and individual results, help predict staffing needs, and support real-time resource adjustments.

Category: Customer Service Software

• Give Agents Complete Customer Context
  Bring customer history and relevant details into one view so agents can understand interactions and provide informed service.
• Route Conversations To Qualified Agents
  Direct customers to agents with relevant skills and context.
• Automate Repetitive Agent Tasks
  Reduce time spent on repetitive tasks and processes so agents can focus on resolving customer issues.
• Track Agent And Team Performance
  Monitor performance with detailed reporting and live dashboards, then drill into data to support operational decisions.
• Forecast Demand And Adjust Staffing
  Anticipate staffing needs using busy-hour information and adjust resources in real time.
• Surface Customer Sentiment
  Help agents understand customer sentiment from interaction history and use that context when responding.
• Identify Customer Intent
  Make customer intent visible to agents so they can better understand what the customer needs.

Proactive Service

Kustomer Proactive Service helps businesses anticipate customer needs and address potential issues before customers contact support. Teams can start conversations on any channel, trigger outreach from customer-data updates, and schedule campaigns for segments based on information such as orders, location, or CSAT. Automated workflows orchestrate multistep experiences, while custom objects structure customer data to help teams identify potential issues and personalize support. Anomaly-based alerts notify teams when support cases spike so they can investigate and respond to root causes. Kustomer describes the solution as helping businesses build loyalty and reports a 48% CSAT boost.

Category: Customer Service Software

• Reach Customers Before They Contact Support
  Send timely, relevant messages based on customer data and circumstances to address potential issues and re-engage dissatisfied customers.
• Automate Multistep Customer Outreach
  Use conditions and events to initiate multistep outreach without waiting for customers to contact support.
• Structure Data To Anticipate Customer Needs
  Organize customer information and relationships to help identify potential issues and tailor proactive support.
• Detect Spikes In Support Cases
  Get alerts about unusual increases in support cases so teams can investigate potential causes and respond more quickly.

Self-Service

Kustomer Self-Service helps customers find answers and complete service actions without waiting for an agent. Its AI chatbot responds 24/7 using intent detection, CRM data, and knowledge base information, and can guide customers through actions using connected third-party data sources. The search-engine-optimized knowledge base supports configurable titles, keywords, tags, and visual themes for different audiences, regions, languages, or brands. When an issue needs human help, customers can be offered a transfer to a live agent. Kustomer presents the solution as a way to scale support and reduce customer service costs.

• Answer Customer Questions 24/7
  Provide AI-powered responses at any time, using intent detection, CRM data, and knowledge base information to tailor assistance.
• Complete Service Actions Automatically
  Use connected data sources to carry out customer resolutions and service actions without an agent.
• Provide Answers With Customer Context
  Use customer records to provide support that reflects account details rather than only generic guidance.
• Help Customers Find Relevant Answers
  Use search optimization and configurable content details to help customers discover support articles, with themes tailored to different audiences, regions, languages, or brands.
• Offer Human Help When Needed
  Provide a path to human assistance when self-service is not enough.