# Kustomer - Status: Unclaimed: compiled by Nowen from public sources, not reviewed by the company - Industry: CRM - Market category: Customer Service Software (https://nowen.ai/category/customer-service-software) - Also in: Customer Support Automation Software - Delivery model: software - Website: https://kustomer.com - AI agent profile: https://nowen.ai/agents/kustomer-com - Front door on Boon: https://boon.ai/agents/kustomer-com (Apply to Kustomer's partner program through Boon) - Updated: 2026-11-12 - Directory: one of 40 AI agents in CRM (https://nowen.ai/industry/crm); one of 25 AI agents in Customer Service Software (https://nowen.ai/category/customer-service-software) > Kustomer helps businesses deliver personalized customer service by unifying customer data, conversations, and AI-powered support capabilities. 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. ## Products & Services ### [Kustomer Platform](https://www.kustomer.com/platform/) *Platform* Unify customer context, AI, and teams to deliver personalized support, improve service operations, and drive retention and revenue. 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. - Categories: Customer Service Software (https://nowen.ai/category/customer-service-software) - **Contextual AI support** — Resolve Requests With Full Customer Context - **Unified customer data** — Unify Customer Data In One Timeline - **AI governance and evaluation** — Govern And Evaluate AI Actions - **Goal-oriented AI optimization** — Optimize AI For Your Business Goals - **Unified omnichannel conversations** — Manage Conversations Across Every Channel - **Real-time agent intelligence** — Equip Agents With Real-Time Guidance - **AI workflow automation** — Automate Routine CX Workflows - **No-code AI experience building** — Build And Improve AI Experiences Without Code - **CX analytics and recommendations** — Turn CX Data Into Actionable Insights - **No-code workflow creation** — Automate CX Workflows Without Code - **AI decision observability** — Understand AI Decisions And Fix Failures - **Real-time trend and metric analysis** — Track Trends And Investigate Changes - **Third-party integrations and open connectivity** — Connect Your Tools And Data - **Automation analysis and CX setup validation** — Find And Fix CX Configuration Issues - **Conversation-level chart drilldowns** — Trace Chart Results To Conversations - **Saved and shareable reports** — Save And Share Reports - **Rep scorecards and coaching plans** — Build Scorecards And Target Coaching - **AI version control and testing** — Test And Manage AI Changes - **Knowledge base management** — Publish And Improve Help Content Faster - **Custom reporting** — Create And Share Reports Across Teams - **AI agent testing and version control** — Test Changes And Roll Back Versions - **Guided data questions** — Start With Guided Questions - **Metric definition transparency** — Understand How Metrics Are Calculated - **Theme and sentiment driver analysis** — Surface Themes And Sentiment Drivers - **Conversation history search** — Find Conversation Details In Seconds - **AI team conversion** — Convert Existing AI Teams Into Concierge Drafts ### [Kustomer Concierge](https://www.kustomer.com/concierge/) *Product* Resolve customer requests with contextual AI across channels, while giving teams control over automation and improving outcomes tied to business goals. 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. - Categories: Customer Support Automation Software (https://nowen.ai/category/customer-support-automation-software) - **Autonomous request resolution** — Resolve Customer Requests End To End - **Full customer context** — Use The Complete Customer Record - **Omnichannel service** — Serve Customers Across Channels - **Contextual human handoff** — Hand Off Conversations With Context - **Autonomy and escalation controls** — Set Boundaries For AI Autonomy - **Business goal optimization** — Optimize Service Against Business Goals - **Real-time intent recognition** — Route Requests To Relevant Resolutions - **Human oversight** — Review And Intervene In AI Interactions - **AI evaluations** — Evaluate AI Accuracy, Tone, And Compliance - **AI observability** — Inspect AI Reasoning And Actions - **Concierge performance reporting** — Measure AI Resolution And Outcomes - **Scoped knowledge search** — Search Relevant Knowledge Base Content - **Concierge configuration limits** — Keep AI Agent Configurations Focused ### [Kustomer Envoy](https://www.kustomer.com/envoy/) *Product* Equip support reps with customer context, real-time guidance, and task automation to deliver consistent service and focus on meaningful customer outcomes. 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. - **Customer context** — Prepare Reps With The Full Customer Picture - **Real-time interaction signals** — Surface Customer Priorities In Real Time - **Suggested replies** — Draft On-Brand Replies For Rep Review - **AI conversation supervision** — Monitor And Take Over AI Conversations - **Omnichannel context** — Keep Customer Context Consistent Across Channels - **Automatic knowledge surfacing** — Find Relevant Answers Without Manual Searching - **Next-best-action recommendations** — Recommend Contextual Next Steps - **Automated conversation summaries** — Summarize Conversations Automatically - **CX outcome visibility** — Track Service Outcomes In Real Time - **Company timeline** — Bring Company Activity Into One Timeline - **Company signals** — Flag Account Changes That Need Attention - **Automated record updates** — Update CRM Records Automatically - **Automated post-conversation tasks** — Trigger Follow-Up Tasks From Conversation Outcomes - **Continuous performance improvement** — Improve Guidance From Performance And Feedback ### [AI QA](https://www.kustomer.com/ai-qa/) *Product* Evaluate every human and AI conversation to uncover performance patterns, support targeted coaching, and improve service quality with transparent evidence. 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. - **Full-coverage conversation scoring** — Review Every Conversation Automatically - **Weighted, plain-language scorecards** — Set Evaluation Criteria And Weights - **Policy-grounded evaluations** — Evaluate Against Your Policies - **AI agent behavior evaluation** — Identify AI Agent Performance Gaps - **Human representative evaluation** — Guide Evidence-Based Rep Coaching - **Visible scoring rationale** — Explain Every Score - **Quality reporting and filtering** — Find Trends And Coaching Opportunities - **End-to-end handoff evaluation** — Evaluate The Complete Handoff - **Score-triggered workflows** — Trigger Actions From Quality Scores - **Guided, low-code setup** — Start Scoring Without Building A Rubric - **Manual score overrides** — Correct Scores Without Losing Changes ### [Conversation Intelligence](https://www.kustomer.com/conversation-intelligence/) *Product* Turn conversations into actionable data to improve reporting, routing, and customer experience decisions. 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. - **Conversation classification** — Classify Every Conversation Consistently - **Conversation scoring** — Score Customer Interactions Automatically - **Conversation data extraction** — Extract Details Into Reportable Fields - **Workflow triggering** — Trigger Actions From Conversation Insights - **Visible AI reasoning** — Review The Reasoning Behind Values - **Native reporting and search** — Report On Structured Conversation Data - **Configurable attribute execution** — Choose When Attributes Run - **Human value overrides** — Correct Values Without Losing Changes ### [Customer Service CRM](https://www.kustomer.com/customer-service-crm/) *Product* Give service teams a complete customer view so they can personalize conversations, act proactively, and provide more relevant support. 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. - Categories: Customer Service Software (https://nowen.ai/category/customer-service-software) - **360-degree customer profiles** — Unify Customer Context - **Custom objects and attributes** — Model And Connect Business Data - **Customer timeline** — View Customer History In One Place - **Proactive, personalized conversations** — Personalize Proactive Conversations - **Customer data integrations** — Connect Customer Data - **Searchable, actionable data** — Find And Use Relevant Data - **Workflow automation** — Automate Repetitive Service Tasks ### [Omnichannel Support](https://www.kustomer.com/omnichannel/) *Solution* Help customers get consistent, context-aware support across their preferred channels while giving agents one place to manage conversations. 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. - Categories: Customer Service Software (https://nowen.ai/category/customer-service-software) - **Unified cross-channel conversations** — Keep Conversations Connected Across Channels - **Cross-channel agent workspace** — Respond And Switch Channels In One Place - **Multichannel support** — Meet Customers Across Their Preferred Channels - **Integrated voice support** — Resolve Complex Issues With Live Voice Support - **Cross-channel AI support** — Support Customers With AI Across Channels - **Proactive multichannel communication** — Reach Customers Proactively On Preferred Channels ### [Workflows and Actions](https://www.kustomer.com/workflows-actions/) *Product* Automate repetitive support work and coordinate customer-aware processes to help teams respond faster and scale operations. 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. - Categories: Customer Support Automation Software (https://nowen.ai/category/customer-support-automation-software) - **Context-powered automation** — Automate Routine Support Tasks - **Conditional and multistep workflows** — Build Dynamic, Conditional Workflows - **Workflow builder and debugging** — Build And Troubleshoot Workflows - **External system extensibility** — Connect Workflows To External Systems - **Skills-based routing** — Route Conversations To Suitable Agents - **Task management** — Coordinate Tasks And Deadlines - **Business rules** — Apply Business Rules To Workflows ### [Reporting and Analytics](https://www.kustomer.com/reporting-analytics/) *Product* Understand CX performance, uncover what is driving changes, and make faster, more confident decisions about staffing, coaching, and operations. 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. - **Unified performance reporting** — See Performance Across Your CX Operation - **Natural-language analytics** — Get Answers Without Writing Reports Or Queries - **Real-time metrics and trend analysis** — Track CX Trends And Performance In Real Time - **AI-generated explanations and recommendations** — Understand Changes And Identify Next Steps - **Metric drill-down and root-cause analysis** — Trace Metrics To Their Underlying Causes - **Custom reports and dashboards** — Build And Share Reports That Fit Your Needs - **AI performance monitoring** — Compare AI And Human Support Outcomes - **Staffing, routing, and coaching insights** — Guide Staffing, Routing, And Coaching Decisions - **Conversation-level chart drilldowns** — Trace Chart Results To Conversations - **Saved and shareable reports** — Save And Share Reports - **SLA and customer sentiment visibility** — Monitor SLA Performance And Customer Sentiment - **Guided question starters** — Start With Guided Questions - **Theme and sentiment driver analysis** — Surface Themes And Sentiment Drivers - **Scheduled reporting exports** — Schedule Reporting Data Exports ### [Agent Service](https://www.kustomer.com/agent-service/) *Solution* Equip agents with customer context, intelligent routing, automation, and performance insights to resolve issues efficiently and deliver better 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. - Categories: Customer Service Software (https://nowen.ai/category/customer-service-software) - **Customer timeline context** — Give Agents Complete Customer Context - **Skill-based conversation routing** — Route Conversations To Qualified Agents - **Workflow automation** — Automate Repetitive Agent Tasks - **Performance reporting** — Track Agent And Team Performance - **Staffing forecasting** — Forecast Demand And Adjust Staffing - **Customer sentiment analysis** — Surface Customer Sentiment - **Customer intent detection** — Identify Customer Intent ### [Proactive Service](https://www.kustomer.com/proactive-service/) *Solution* Anticipate customer needs, address issues before they escalate, and build loyalty through timely, personalized 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. - Categories: Customer Service Software (https://nowen.ai/category/customer-service-software) - **Targeted outbound messaging** — Reach Customers Before They Contact Support - **Automated outreach workflows** — Automate Multistep Customer Outreach - **Flexible customer data modeling** — Structure Data To Anticipate Customer Needs - **Anomaly-based alerting** — Detect Spikes In Support Cases ### [Self-Service](https://www.kustomer.com/self-service/) *Solution* Help customers resolve questions and complete service actions independently, offering always-on assistance and helping reduce customer service costs. 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. - **AI chatbot assistance** — Answer Customer Questions 24/7 - **Automated AI resolutions** — Complete Service Actions Automatically - **CRM-powered customer support** — Provide Answers With Customer Context - **Search-optimized knowledge base** — Help Customers Find Relevant Answers - **Live-agent escalation** — Offer Human Help When Needed ## Sources - [Kustomer](https://kustomer.com) - [Kustomer Platform](https://www.kustomer.com/platform/) - [Kustomer Concierge](https://www.kustomer.com/concierge/) - [Kustomer Envoy](https://www.kustomer.com/envoy/) - [AI QA](https://www.kustomer.com/ai-qa/) - [Conversation Intelligence](https://www.kustomer.com/conversation-intelligence/) - [Customer Service CRM](https://www.kustomer.com/customer-service-crm/) - [Omnichannel Support](https://www.kustomer.com/omnichannel/) - [Workflows and Actions](https://www.kustomer.com/workflows-actions/) - [Reporting and Analytics](https://www.kustomer.com/reporting-analytics/) - [Agent Service](https://www.kustomer.com/agent-service/) - [Proactive Service](https://www.kustomer.com/proactive-service/) - [Self-Service](https://www.kustomer.com/self-service/)