{"schemaVersion":1,"profileUrl":"https://nowen.ai/agents/kustomer-com","markdownUrl":"https://nowen.ai/agents/kustomer-com.md","jsonUrl":"https://nowen.ai/agents/kustomer-com.json","name":"Kustomer","website":"https://kustomer.com","industry":"CRM","deliveryModel":"software","marketCategories":{"primary":{"name":"Customer Service Software","url":"https://nowen.ai/category/customer-service-software"},"others":[{"name":"Customer Support Automation Software","url":"https://nowen.ai/category/customer-support-automation-software"}]},"status":{"trust":"unclaimed","text":"Unclaimed: compiled by Nowen from public sources, not reviewed by the company"},"updatedAt":"2026-11-12T21:53:57.024Z","summary":"Kustomer helps businesses deliver personalized customer service by unifying customer data, conversations, and AI-powered support capabilities.","description":"Kustomer provides customer service technology for high-volume businesses, bringing customer data, conversations, and AI together to help support teams deliver personalized service across channels. Its capabilities include customer relationship management, service automation, agent assistance, and analytics to help organizations improve customer experiences and operational outcomes.","mission":"Bring customer service into the 21st century.","directory":{"industryName":"CRM","agentCount":40,"indexable":true,"hubUrl":"https://nowen.ai/industry/crm"},"categoryDirectory":{"name":"Customer Service Software","agentCount":25,"indexable":true,"url":"https://nowen.ai/category/customer-service-software"},"aiReaderFamilies":[],"boonFrontDoor":{"url":"https://boon.ai/agents/kustomer-com","label":"Apply to Kustomer's partner program through Boon","sub":"Your AI agent writes the proposal: who you are, the fit, and a first step."},"products":[{"name":"Kustomer Platform","anchor":"product-kustomer-platform","type":"Platform","url":"https://www.kustomer.com/platform/","summary":"Unify customer context, AI, and teams to deliver personalized support, improve service operations, and drive retention and revenue.","description":"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.","pricing":{},"features":[{"name":"Contextual AI support","value":"Resolve Requests With Full Customer Context","valueDescription":"Give AI agents customer history and data to support personalized interactions and resolve complex requests."},{"name":"Unified customer data","value":"Unify Customer Data In One Timeline","valueDescription":"Bring customer context and interaction history together in a shared view that supports AI and human agents."},{"name":"AI governance and evaluation","value":"Govern And Evaluate AI Actions","valueDescription":"Review AI reasoning, evaluate interactions, configure guardrails, and route high-risk conversations to human agents."},{"name":"Goal-oriented AI optimization","value":"Optimize AI For Your Business Goals","valueDescription":"Align AI actions with business goals and track progress against metrics such as CSAT, upsell rate, and customer lifetime value."},{"name":"Unified omnichannel conversations","value":"Manage Conversations Across Every Channel","valueDescription":"Keep customer interactions and context together across supported channels so teams can provide connected service."},{"name":"Real-time agent intelligence","value":"Equip Agents With Real-Time Guidance","valueDescription":"Help agents prepare with customer insights and act with in-the-moment recommendations, while retaining manager oversight of AI actions."},{"name":"AI workflow automation","value":"Automate Routine CX Workflows","valueDescription":"Streamline tasks such as routing, quality checks, and reminders, and direct work to the appropriate resource."},{"name":"No-code AI experience building","value":"Build And Improve AI Experiences Without Code","valueDescription":"Let CX teams create, test, launch, and adjust AI experiences independently, with tools for agent setup, knowledge content, reporting, and operational oversight."},{"name":"CX analytics and recommendations","value":"Turn CX Data Into Actionable Insights","valueDescription":"Explore CX metrics and trends, investigate underlying conversations, and use recommendations for staffing, routing, and coaching decisions."},{"name":"No-code workflow creation","value":"Automate CX Workflows Without Code","valueDescription":"Create and launch end-to-end automations independently, reducing reliance on engineering and manual processes."},{"name":"AI decision observability","value":"Understand AI Decisions And Fix Failures","valueDescription":"Use decision explanations and improvement suggestions to understand what an agent did, why it did it, and how to address failures."},{"name":"Real-time trend and metric analysis","value":"Track Trends And Investigate Changes","valueDescription":"Monitor real-time CX trends and investigate metric changes to help find their root causes."},{"name":"Third-party integrations and open connectivity","value":"Connect Your Tools And Data","valueDescription":"Integrate existing tools and data sources through apps, integrations, webhooks, APIs, and MCP connectivity."},{"name":"Automation analysis and CX setup validation","value":"Find And Fix CX Configuration Issues","valueDescription":"Review automation logic and CX configuration, identify problems, and follow prioritized recommendations to address them before they affect customers or scaling."},{"name":"Conversation-level chart drilldowns","value":"Trace Chart Results To Conversations","valueDescription":"Move from a chart to the conversations behind its figures to investigate metric details."},{"name":"Saved and shareable reports","value":"Save And Share Reports","valueDescription":"Keep commonly used insights accessible by saving charts as reports that teams can revisit, share, and schedule."},{"name":"Rep scorecards and coaching plans","value":"Build Scorecards And Target Coaching","valueDescription":"Create rep scorecards, identify top performers, and develop targeted coaching plans based on performance insights."},{"name":"AI version control and testing","value":"Test And Manage AI Changes","valueDescription":"Use testing environments and version control to monitor performance, roll back changes, and improve AI agents."},{"name":"Knowledge base management","value":"Publish And Improve Help Content Faster","valueDescription":"Use auto-generated metadata and engagement insights to support faster publishing, better discoverability, and ongoing refinement."},{"name":"Custom reporting","value":"Create And Share Reports Across Teams","valueDescription":"Tailor reports to team needs, schedule delivery, and share results so stakeholders stay aligned."},{"name":"AI agent testing and version control","value":"Test Changes And Roll Back Versions","valueDescription":"Use testing environments and version control to support safer iteration, performance monitoring, and rollback of changes."},{"name":"Guided data questions","value":"Start With Guided Questions","valueDescription":"Use guided question starters to explore common CX topics, including forecasting, SLA health, and backlog."},{"name":"Metric definition transparency","value":"Understand How Metrics Are Calculated","valueDescription":"Review metric definitions and calculations so teams can interpret results with greater clarity."},{"name":"Theme and sentiment driver analysis","value":"Surface Themes And Sentiment Drivers","valueDescription":"Highlight themes and factors driving customer sentiment to provide CX insights to other teams."},{"name":"Conversation history search","value":"Find Conversation Details In Seconds","valueDescription":"Use plain-language search to locate information across conversation history without searching manually."},{"name":"AI team conversion","value":"Convert Existing AI Teams Into Concierge Drafts","valueDescription":"Start with a working conversion draft rather than rebuilding from scratch, while preserving the original team and allowing review before activation."}],"marketCategories":[{"name":"Customer Service Software","url":"https://nowen.ai/category/customer-service-software"}]},{"name":"Kustomer Concierge","anchor":"product-kustomer-concierge","type":"Product","url":"https://www.kustomer.com/concierge/","summary":"Resolve customer requests with contextual AI across channels, while giving teams control over automation and improving outcomes tied to business goals.","description":"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.","pricing":{},"features":[{"name":"Autonomous request resolution","value":"Resolve Customer Requests End To End","valueDescription":"Resolve suitable requests autonomously, including actions in connected tools, so customers can get outcomes without waiting in a queue."},{"name":"Full customer context","value":"Use The Complete Customer Record","valueDescription":"Use customer history and account information to make interactions more informed and personalized."},{"name":"Omnichannel service","value":"Serve Customers Across Channels","valueDescription":"Support customers across multiple channels while retaining context, including chat, email, SMS, WhatsApp, voice, and Slack."},{"name":"Contextual human handoff","value":"Hand Off Conversations With Context","valueDescription":"Give human agents relevant customer and conversation context so they can continue the interaction without starting over."},{"name":"Autonomy and escalation controls","value":"Set Boundaries For AI Autonomy","valueDescription":"Configure where Concierge acts independently and where it defers, with controls that let teams manage automation at their own pace."},{"name":"Business goal optimization","value":"Optimize Service Against Business Goals","valueDescription":"Align Concierge with selected outcomes and use conversation data to improve against measures such as CSAT, retention, loyalty, and revenue."},{"name":"Real-time intent recognition","value":"Route Requests To Relevant Resolutions","valueDescription":"Recognize customer intent and direct requests to appropriate resolution paths without requiring customers to repeat information."},{"name":"Human oversight","value":"Review And Intervene In AI Interactions","valueDescription":"Maintain visibility into Concierge interactions and step in when needed."},{"name":"AI evaluations","value":"Evaluate AI Accuracy, Tone, And Compliance","valueDescription":"Test AI performance before launch and evaluate interactions after launch against accuracy, tone, and compliance criteria."},{"name":"AI observability","value":"Inspect AI Reasoning And Actions","valueDescription":"Review the reasoning and procedures behind AI actions and investigate traces by customer, error, tool, or channel."},{"name":"Concierge performance reporting","value":"Measure AI Resolution And Outcomes","valueDescription":"Track automation results and compare CSAT for AI-handled and human-only conversations, then examine performance by automation, agent, procedure, or tool."},{"name":"Scoped knowledge search","value":"Search Relevant Knowledge Base Content","valueDescription":"Limit searches to selected content, such as a category, brand, or tag, to retrieve articles relevant to the customer's situation."},{"name":"Concierge configuration limits","value":"Keep AI Agent Configurations Focused","valueDescription":"Monitor configuration size and identify limits to help keep agents focused as teams add tools, procedures, and instructions."}],"marketCategories":[{"name":"Customer Support Automation Software","url":"https://nowen.ai/category/customer-support-automation-software"}]},{"name":"Kustomer Envoy","anchor":"product-kustomer-envoy","type":"Product","url":"https://www.kustomer.com/envoy/","summary":"Equip support reps with customer context, real-time guidance, and task automation to deliver consistent service and focus on meaningful customer outcomes.","description":"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.","pricing":{},"features":[{"name":"Customer context","value":"Prepare Reps With The Full Customer Picture","valueDescription":"Help reps start conversations informed by relevant customer history instead of searching for details or asking customers to repeat themselves."},{"name":"Real-time interaction signals","value":"Surface Customer Priorities In Real Time","valueDescription":"Provide timely signals about customer sentiment and behavior to help reps understand what may need attention."},{"name":"Suggested replies","value":"Draft On-Brand Replies For Rep Review","valueDescription":"Give reps AI-generated response suggestions as a starting point to review or edit before sending."},{"name":"AI conversation supervision","value":"Monitor And Take Over AI Conversations","valueDescription":"Keep reps involved in AI-handled interactions and let them step in when needed, with configurable human-in-the-loop controls."},{"name":"Omnichannel context","value":"Keep Customer Context Consistent Across Channels","valueDescription":"Give reps access to the customer record across supported channels, maintaining context when conversations begin in different places."},{"name":"Automatic knowledge surfacing","value":"Find Relevant Answers Without Manual Searching","valueDescription":"Provide relevant guidance during conversations without manual knowledge base searches, with scoped search helping keep results pertinent."},{"name":"Next-best-action recommendations","value":"Recommend Contextual Next Steps","valueDescription":"Give reps follow-up recommendations informed by the customer's situation, previous resolutions, and business rules."},{"name":"Automated conversation summaries","value":"Summarize Conversations Automatically","valueDescription":"Reduce the need for reps to write conversation notes after an interaction."},{"name":"CX outcome visibility","value":"Track Service Outcomes In Real Time","valueDescription":"Review resolution rates, customer satisfaction signals, and escalation patterns to understand key CX outcomes."},{"name":"Company timeline","value":"Bring Company Activity Into One Timeline","valueDescription":"Review company activity across contacts in one chronological feed and use AI summaries to catch up quickly."},{"name":"Company signals","value":"Flag Account Changes That Need Attention","valueDescription":"Identify account activity that may need attention, including reduced stakeholder engagement or worsening sentiment."},{"name":"Automated record updates","value":"Update CRM Records Automatically","valueDescription":"Automate CRM field updates and tagging to reduce manual data entry for reps."},{"name":"Automated post-conversation tasks","value":"Trigger Follow-Up Tasks From Conversation Outcomes","valueDescription":"Initiate routine follow-up actions based on how an interaction concludes, reducing manual work for reps."},{"name":"Continuous performance improvement","value":"Improve Guidance From Performance And Feedback","valueDescription":"Use resolution patterns, rep feedback, and performance data to improve over time without manual tuning."}]},{"name":"AI QA","anchor":"product-ai-qa","type":"Product","url":"https://www.kustomer.com/ai-qa/","summary":"Evaluate every human and AI conversation to uncover performance patterns, support targeted coaching, and improve service quality with transparent evidence.","description":"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.","pricing":{},"features":[{"name":"Full-coverage conversation scoring","value":"Review Every Conversation Automatically","valueDescription":"Assess quality across the full set of conversations to help teams identify patterns beyond a limited sample."},{"name":"Weighted, plain-language scorecards","value":"Set Evaluation Criteria And Weights","valueDescription":"Align evaluations with service standards by describing and weighting criteria and setting auto-fail logic for essential requirements."},{"name":"Policy-grounded evaluations","value":"Evaluate Against Your Policies","valueDescription":"Assess conversations against documented organizational standards to support relevant, consistent quality reviews."},{"name":"AI agent behavior evaluation","value":"Identify AI Agent Performance Gaps","valueDescription":"Identify missed criteria in procedure adherence, resolution, or handoff quality and use findings to guide improvements."},{"name":"Human representative evaluation","value":"Guide Evidence-Based Rep Coaching","valueDescription":"Use evaluations across representatives' conversations to recognize strengths and identify specific areas for development."},{"name":"Visible scoring rationale","value":"Explain Every Score","valueDescription":"Provide inspectable evidence behind evaluations so managers can understand missed criteria and act on findings."},{"name":"Quality reporting and filtering","value":"Find Trends And Coaching Opportunities","valueDescription":"Use conversation scores and reasoning to identify performance patterns, locate conversations needing attention, and inform coaching."},{"name":"End-to-end handoff evaluation","value":"Evaluate The Complete Handoff","valueDescription":"Review the combined AI and human interaction as one conversation instead of disconnected snapshots."},{"name":"Score-triggered workflows","value":"Trigger Actions From Quality Scores","valueDescription":"Route scores into follow-up workflows to flag conversations for review or recognize strong examples."},{"name":"Guided, low-code setup","value":"Start Scoring Without Building A Rubric","valueDescription":"Begin with a preconfigured field, then adapt criteria and evaluation timing without code or a separate rubric-building tool."},{"name":"Manual score overrides","value":"Correct Scores Without Losing Changes","valueDescription":"Retain human corrections when an evaluation needs adjustment."}]},{"name":"Conversation Intelligence","anchor":"product-conversation-intelligence","type":"Product","url":"https://www.kustomer.com/conversation-intelligence/","summary":"Turn conversations into actionable data to improve reporting, routing, and customer experience decisions.","description":"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.","pricing":{},"features":[{"name":"Conversation classification","value":"Classify Every Conversation Consistently","valueDescription":"Apply business-defined categories automatically to help teams understand customer intent and use consistent classifications for reporting and routing."},{"name":"Conversation scoring","value":"Score Customer Interactions Automatically","valueDescription":"Generate defined scores across conversations to provide structured signals for reporting and follow-up."},{"name":"Conversation data extraction","value":"Extract Details Into Reportable Fields","valueDescription":"Capture information from conversation text as structured fields for reporting and use without manually looking up or tagging each detail."},{"name":"Workflow triggering","value":"Trigger Actions From Conversation Insights","valueDescription":"Use classified, scored, or extracted values to route conversations, raise flags, or initiate follow-up actions automatically."},{"name":"Visible AI reasoning","value":"Review The Reasoning Behind Values","valueDescription":"See the rationale attached to each result to understand and audit the AI's interpretation without rereading the conversation."},{"name":"Native reporting and search","value":"Report On Structured Conversation Data","valueDescription":"Use captured details in reporting, search, and Data Explorer without a separate export or engineering work."},{"name":"Configurable attribute execution","value":"Choose When Attributes Run","valueDescription":"Set when conversation analysis runs to suit the team's process."},{"name":"Human value overrides","value":"Correct Values Without Losing Changes","valueDescription":"Make and retain human corrections when needed."}]},{"name":"Customer Service CRM","anchor":"product-customer-service-crm","type":"Product","url":"https://www.kustomer.com/customer-service-crm/","summary":"Give service teams a complete customer view so they can personalize conversations, act proactively, and provide more relevant support.","description":"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.","pricing":{},"features":[{"name":"360-degree customer profiles","value":"Unify Customer Context","valueDescription":"Bring purchase history, preferences, and information from multiple sources into a holistic profile that helps teams understand customers beyond an individual order or conversation."},{"name":"Custom objects and attributes","value":"Model And Connect Business Data","valueDescription":"Structure information for business needs and link related records to make customer and operational context easier to access."},{"name":"Customer timeline","value":"View Customer History In One Place","valueDescription":"Give agents a chronological view of customer interactions and related data so they can find context and respond with relevant information."},{"name":"Proactive, personalized conversations","value":"Personalize Proactive Conversations","valueDescription":"Use order data and customer context to initiate relevant conversations and provide timely updates."},{"name":"Customer data integrations","value":"Connect Customer Data","valueDescription":"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."},{"name":"Searchable, actionable data","value":"Find And Use Relevant Data","valueDescription":"Make customer and business information searchable and accessible so teams can locate and act on relevant context."},{"name":"Workflow automation","value":"Automate Repetitive Service Tasks","valueDescription":"Use configurable workflows to streamline repetitive support tasks and processes."}],"marketCategories":[{"name":"Customer Service Software","url":"https://nowen.ai/category/customer-service-software"}]},{"name":"Omnichannel Support","anchor":"product-omnichannel-support","type":"Solution","url":"https://www.kustomer.com/omnichannel/","summary":"Help customers get consistent, context-aware support across their preferred channels while giving agents one place to manage conversations.","description":"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.","pricing":{},"features":[{"name":"Unified cross-channel conversations","value":"Keep Conversations Connected Across Channels","valueDescription":"Bring interactions from supported channels together to help customers avoid repeating themselves and agents maintain continuity."},{"name":"Cross-channel agent workspace","value":"Respond And Switch Channels In One Place","valueDescription":"Handle and move conversations between channels from one workspace while keeping conversation context available."},{"name":"Multichannel support","value":"Meet Customers Across Their Preferred Channels","valueDescription":"Let customers contact teams through supported channels, including voice, email, chat, Slack, chatbots, SMS, social, Messenger, and WhatsApp."},{"name":"Integrated voice support","value":"Resolve Complex Issues With Live Voice Support","valueDescription":"Give agents cross-channel customer context during calls to support responses to complex or urgent issues."},{"name":"Cross-channel AI support","value":"Support Customers With AI Across Channels","valueDescription":"Use AI Agents across supported channels, including voice, and bring in a human agent when needed."},{"name":"Proactive multichannel communication","value":"Reach Customers Proactively On Preferred Channels","valueDescription":"Use customers' preferred channels for proactive communication beyond an initial inbound request."}],"marketCategories":[{"name":"Customer Service Software","url":"https://nowen.ai/category/customer-service-software"}]},{"name":"Workflows and Actions","anchor":"product-workflows-and-actions","type":"Product","url":"https://www.kustomer.com/workflows-actions/","summary":"Automate repetitive support work and coordinate customer-aware processes to help teams respond faster and scale operations.","description":"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.","pricing":{},"features":[{"name":"Context-powered automation","value":"Automate Routine Support Tasks","valueDescription":"Use customer context to automate routine work and streamline operations."},{"name":"Conditional and multistep workflows","value":"Build Dynamic, Conditional Workflows","valueDescription":"Create workflows that branch based on conditions and progress through multiple connected steps."},{"name":"Workflow builder and debugging","value":"Build And Troubleshoot Workflows","valueDescription":"Create workflows through a visual builder and use debugging tools to identify and address issues."},{"name":"External system extensibility","value":"Connect Workflows To External Systems","valueDescription":"Connect workflows with external systems and automate business processes using apps, hooks, REST API calls, and custom integrations."},{"name":"Skills-based routing","value":"Route Conversations To Suitable Agents","valueDescription":"Use routing rules and agent skills to direct conversations to appropriate agents without manual triage."},{"name":"Task management","value":"Coordinate Tasks And Deadlines","valueDescription":"Keep work organized by managing tasks, involving relevant participants, and setting deadlines and reminders."},{"name":"Business rules","value":"Apply Business Rules To Workflows","valueDescription":"Use business rules to support configured workflow and automation processes."}],"marketCategories":[{"name":"Customer Support Automation Software","url":"https://nowen.ai/category/customer-support-automation-software"}]},{"name":"Reporting and Analytics","anchor":"product-reporting-and-analytics","type":"Product","url":"https://www.kustomer.com/reporting-analytics/","summary":"Understand CX performance, uncover what is driving changes, and make faster, more confident decisions about staffing, coaching, and operations.","description":"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.","pricing":{},"features":[{"name":"Unified performance reporting","value":"See Performance Across Your CX Operation","valueDescription":"Review queue, channel, and team metrics together to understand performance and communicate results."},{"name":"Natural-language analytics","value":"Get Answers Without Writing Reports Or Queries","valueDescription":"Explore CX data with natural-language questions and guided prompts without needing to write reports or queries."},{"name":"Real-time metrics and trend analysis","value":"Track CX Trends And Performance In Real Time","valueDescription":"Monitor key CX metrics across operational dimensions, spot issues, and understand how measures are calculated."},{"name":"AI-generated explanations and recommendations","value":"Understand Changes And Identify Next Steps","valueDescription":"Get explanations behind trends and anomalies, along with recommendations for staffing, coaching, and process decisions."},{"name":"Metric drill-down and root-cause analysis","value":"Trace Metrics To Their Underlying Causes","valueDescription":"Investigate details behind metric changes, including relevant conversations, to identify what may be driving a trend."},{"name":"Custom reports and dashboards","value":"Build And Share Reports That Fit Your Needs","valueDescription":"Create reports around business metrics, use ready-made dashboards, and save, share, or schedule reports."},{"name":"AI performance monitoring","value":"Compare AI And Human Support Outcomes","valueDescription":"Review AI handling, deflection, resolution times, and CSAT, including comparisons with human-only conversations."},{"name":"Staffing, routing, and coaching insights","value":"Guide Staffing, Routing, And Coaching Decisions","valueDescription":"Use performance insights to investigate backlogs and team needs, adjust schedules and routing, and develop coaching plans."},{"name":"Conversation-level chart drilldowns","value":"Trace Chart Results To Conversations","valueDescription":"Explore conversations behind chart figures to investigate metric details."},{"name":"Saved and shareable reports","value":"Save And Share Reports","valueDescription":"Keep commonly used insights accessible by saving charts as reports that teams can revisit, share, and schedule."},{"name":"SLA and customer sentiment visibility","value":"Monitor SLA Performance And Customer Sentiment","valueDescription":"Review SLA performance and customer sentiment as part of CX reporting."},{"name":"Guided question starters","value":"Start With Guided Questions","valueDescription":"Use guided question starters to explore common CX topics."},{"name":"Theme and sentiment driver analysis","value":"Surface Themes And Sentiment Drivers","valueDescription":"Highlight themes and factors driving customer sentiment to provide CX insights."},{"name":"Scheduled reporting exports","value":"Schedule Reporting Data Exports","valueDescription":"Set up recurring exports of reporting data instead of relying only on one-time exports."}]},{"name":"Agent Service","anchor":"product-agent-service","type":"Solution","url":"https://www.kustomer.com/agent-service/","summary":"Equip agents with customer context, intelligent routing, automation, and performance insights to resolve issues efficiently and deliver better service.","description":"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.","pricing":{},"features":[{"name":"Customer timeline context","value":"Give Agents Complete Customer Context","valueDescription":"Bring customer history and relevant details into one view so agents can understand interactions and provide informed service."},{"name":"Skill-based conversation routing","value":"Route Conversations To Qualified Agents","valueDescription":"Direct customers to agents with relevant skills and context."},{"name":"Workflow automation","value":"Automate Repetitive Agent Tasks","valueDescription":"Reduce time spent on repetitive tasks and processes so agents can focus on resolving customer issues."},{"name":"Performance reporting","value":"Track Agent And Team Performance","valueDescription":"Monitor performance with detailed reporting and live dashboards, then drill into data to support operational decisions."},{"name":"Staffing forecasting","value":"Forecast Demand And Adjust Staffing","valueDescription":"Anticipate staffing needs using busy-hour information and adjust resources in real time."},{"name":"Customer sentiment analysis","value":"Surface Customer Sentiment","valueDescription":"Help agents understand customer sentiment from interaction history and use that context when responding."},{"name":"Customer intent detection","value":"Identify Customer Intent","valueDescription":"Make customer intent visible to agents so they can better understand what the customer needs."}],"marketCategories":[{"name":"Customer Service Software","url":"https://nowen.ai/category/customer-service-software"}]},{"name":"Proactive Service","anchor":"product-proactive-service","type":"Solution","url":"https://www.kustomer.com/proactive-service/","summary":"Anticipate customer needs, address issues before they escalate, and build loyalty through timely, personalized service.","description":"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.","pricing":{},"features":[{"name":"Targeted outbound messaging","value":"Reach Customers Before They Contact Support","valueDescription":"Send timely, relevant messages based on customer data and circumstances to address potential issues and re-engage dissatisfied customers."},{"name":"Automated outreach workflows","value":"Automate Multistep Customer Outreach","valueDescription":"Use conditions and events to initiate multistep outreach without waiting for customers to contact support."},{"name":"Flexible customer data modeling","value":"Structure Data To Anticipate Customer Needs","valueDescription":"Organize customer information and relationships to help identify potential issues and tailor proactive support."},{"name":"Anomaly-based alerting","value":"Detect Spikes In Support Cases","valueDescription":"Get alerts about unusual increases in support cases so teams can investigate potential causes and respond more quickly."}],"marketCategories":[{"name":"Customer Service Software","url":"https://nowen.ai/category/customer-service-software"}]},{"name":"Self-Service","anchor":"product-self-service","type":"Solution","url":"https://www.kustomer.com/self-service/","summary":"Help customers resolve questions and complete service actions independently, offering always-on assistance and helping reduce customer service costs.","description":"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.","pricing":{},"features":[{"name":"AI chatbot assistance","value":"Answer Customer Questions 24/7","valueDescription":"Provide AI-powered responses at any time, using intent detection, CRM data, and knowledge base information to tailor assistance."},{"name":"Automated AI resolutions","value":"Complete Service Actions Automatically","valueDescription":"Use connected data sources to carry out customer resolutions and service actions without an agent."},{"name":"CRM-powered customer support","value":"Provide Answers With Customer Context","valueDescription":"Use customer records to provide support that reflects account details rather than only generic guidance."},{"name":"Search-optimized knowledge base","value":"Help Customers Find Relevant Answers","valueDescription":"Use search optimization and configurable content details to help customers discover support articles, with themes tailored to different audiences, regions, languages, or brands."},{"name":"Live-agent escalation","value":"Offer Human Help When Needed","valueDescription":"Provide a path to human assistance when self-service is not enough."}]}],"audiences":[],"segments":[],"faq":[],"comparisons":[],"sources":[{"url":"https://kustomer.com","text":"Kustomer"},{"url":"https://www.kustomer.com/platform/","text":"Kustomer Platform"},{"url":"https://www.kustomer.com/concierge/","text":"Kustomer Concierge"},{"url":"https://www.kustomer.com/envoy/","text":"Kustomer Envoy"},{"url":"https://www.kustomer.com/ai-qa/","text":"AI QA"},{"url":"https://www.kustomer.com/conversation-intelligence/","text":"Conversation Intelligence"},{"url":"https://www.kustomer.com/customer-service-crm/","text":"Customer Service CRM"},{"url":"https://www.kustomer.com/omnichannel/","text":"Omnichannel Support"},{"url":"https://www.kustomer.com/workflows-actions/","text":"Workflows and Actions"},{"url":"https://www.kustomer.com/reporting-analytics/","text":"Reporting and Analytics"},{"url":"https://www.kustomer.com/agent-service/","text":"Agent Service"},{"url":"https://www.kustomer.com/proactive-service/","text":"Proactive Service"},{"url":"https://www.kustomer.com/self-service/","text":"Self-Service"}]}