What’s new?

Unlock the full potential of humans and AI within customer service

Introducing our new AI Agents, designed to enhance efficiency and support across your entire team. Unlike other CX-focused AI solutions, Kustomer AI Agents are fully integrated into our platform to leverage the real-time customer data, business rules, and automated workflows that are essential to delivering exceptional customer service. Kustomer AI Agents are S.M.A.R.T. - specialized, multi-channel, advanced in reasoning capabilities, responsive, and are set up as a team to carry out complex workflows. AI Agents handle tasks like refunds, exchanges, or reservations to deliver fast, accurate service that keeps customers delighted. 

Connect with your CSM to explore AI Agents and flexible pricing options for your team!

Kustomer’s AI Agent Studio allows you to easily design, configure, test and manage a customized team of AI Agents tailored for your business without requiring a developer. This tool empowers your team to define workflows, integrate data, and refine responses, ensuring that your AI Agents are always aligned with your brand and business goals.

Join our upcoming webinar on November 14! Learn how to use AI Agents to enhance your customer support, streamline processes, and boost satisfaction. See real-world examples of how AI can transform your customer experience!

Boost Team Efficiency with Kustomer's New Task Feature!

Managing internal workflows just got easier with Tasks—Kustomer’s latest feature designed to streamline team collaboration, assignments, and follow-ups, all within your Kustomer platform. From setting deadlines to tracking team progress, Tasks keep your operations organized and efficient.

Want to learn more? Check out our blog today for an in-depth look! We’re also hosting a webinar in December to show you how Tasks can work for your team—watch your inbox for more information soon, or reach out to your Customer Success Manager for details.

New Dedicated Data Center in India!

We are excited to announce the launch of a new, dedicated data center in India. This significant expansion aligns with our commitment to providing exceptional customer experience solutions to companies worldwide and ensures that we continue to meet the unique demands of businesses in every region.

Read our full blog post to learn more about how this new data center can support your business.

Curious to learn more about AI Agents?

Start a discussion in the community today to learn tips & tricks about AI Agents! 

Introducing Native Voice Capabilities in our Platform

This month, we launched native voice capabilities as part of our comprehensive omnichannel service platform. Now, you can service your customers seamlessly across phone, email, chat, SMS, and social messengers—all within the Kustomer platform, eliminating the need for third-party integrations.

Kustomer Voice offers essential functionalities for inbound and outbound calling, such as call recording, transferring, holding, routing, and IVR, along with voicemail. Call details appear directly in the Kustomer Timeline, providing agents with complete context for conversations. Built on the Kustomer platform, Kustomer Voice allows clients to take full advantage of our advanced CRM and automation capabilities. Additionally, agents can use Kustomer Voice to make proactive outbound calls to customers, leading to higher satisfaction and loyalty.

AI Response Now Available on Kustomer WhatsApp

We’re excited to announce that AI-powered resolutions are now supported on Kustomer WhatsApp! This enhancement allows admins to configure AI Response using GenAI technology, delivering intelligent answers directly within WhatsApp chats. AI Response leverages AI to provide accurate and contextually relevant replies, sourcing information from your customer’s public knowledge base.

Admins can easily enable this feature for WhatsApp assistants by using the "Respond with AI" template or integrating AI response as an End Interaction in existing Premium assistants. Elevate your customer service experience with smarter, faster responses on WhatsApp!

Enhanced Intent Detection for AI Responses

We’re enhancing our Intent Detection capabilities! Already a powerful feature in Customer Assist, Intent Detection enables assistants to recognize specific words or phrases and guide conversations toward the correct path.

With this update, Chat and WhatsApp assistants that use AI Response will now first check for any created intents before generating AI-driven replies. If a standard or customized intent is detected, the AI Response will be bypassed, ensuring customers receive the most relevant and precise answers.

This enhancement offers greater flexibility for organizations with complex conversational flows, seamlessly integrating intent-based responses with AI-generated ones for an improved customer support experience.

Faster and more advanced generative AI capabilities in Kustomer!

All generative AI features in Kustomer like Customer Assist and Agent Assist are now powered by Open AI’s GPT-4o-mini by default. This adds a faster and more advanced alternative to the previous gpt3.5-turbo.

Update for Agent Assist Message Translations: Agents in More Control

With this update, outbound message translations will still automatically detect the customer’s language; however, support team members will be able to manually change the language to what is most appropriate for the current customer context. Support team members will have the ability to choose the language of their outbound messages to one of our 53 supported localizations. This enhancement is especially beneficial in scenarios where automatic detection may not be accurate or when handling multilingual conversations, allowing agents to seamlessly switch to the most appropriate localization for their customers.

KIQ Customer Assist Premium replaces KIQ Conversation Plans (KIQC)

Customers on KIQ Conversation Bundle Plans (or KIQC) will no longer have the ability to purchase bundles for the remainder of their contract term, as KIQ Conversation Bundle Plans will officially reach end-of-life on June 30th, 2025.The option to add more KIQC bundles within the setting page interface will no longer be available. Customers on this plan can continue using KIQ Conversations through June 30, 2025. However, during this period, they will continue to be billed monthly in arrears at an overage rate of $0.25/KIQC. All customers on KIQC are encouraged to upgrade to our KIQ Customer Assist Premium Plan before June 30, 2025.

Personalize KIQ Customer Assist for your Brand

AI Profiles, a powerful enhancement for KIQ Customer Assist Premium and KIQ Agent Assist add-ons, allows admins to personalize AI-powered features and Premium assistants to reflect your organization’s brand, tone, and more! Customize AI-generated text formats and styles according to your specific preferences outlined in the AI Profile. This makes AI responses more intuitive and accurate for nuanced inquiries specific to your brand.

With this release, Kustomer Admins can:

• Create Custom Instructions: Tailor the AI voice to match your brand using a free text field. For example, specify friendly language or exclude certain keywords from modification.
• Choose Localization: Select the language and regional nuances for AI-generated text.
• Preview AI-Generated Text: Review customized text before associating the AI Profile with KIQ features, ensuring it aligns perfectly with your expectations.
• Create Multiple AI Profiles: Adapt to organizational needs by creating multiple AI Profiles, each tailored to different aspects of your brand. These profiles can be linked with KIQ Customer Assist Premium assistants and KIQ Agent Assist features like text enhancers, suggested responses, and conversation summaries.

AI Profiles is now generally available for customers on Enterprise and Ultimate Plans!

Agent Assist reporting capabilities

We’re excited to launch Agent Assist’s enhanced reporting capabilities to optimize AI use in customer support. These insights help your team drive efficiency and deliver exceptional service. Our new observability dashboards showcase top-used features, impact on handle time, and improvements in CSAT scores, allowing you to visually communicate performance and make data-driven decisions at the executive level.

The New Hark App Is Live in Our App Store!

Enjoy unmatched efficiency and deeper customer insights through multi-modal interactions, including video and voice. Key features include customized journeys for customer content, structured ticket conversations with full transcription and tags, and a 30% increase in context per interaction by prompting rich customer content. All customer-created content appears in the Kustomer timeline view as a new conversation, driving significant efficiency gains and invaluable insights.

Platform Data Storage Observability Now GA!

We’re thrilled to announce the general availability of Platform Data Storage Observability, providing real-time monitoring of data usage within the Kustomer platform. All customers, including pooled organizations, can now track their data and file storage usage directly from the Platform Limits page.

Key Points

• Storage limits enforced starting January 1, 2025.
• No billing for exceeding limits until then.
• Encourage monitoring and plan adjustments.
• Future productized billing support and improved data retention controls.

Skills-Based Routing Now in Private Beta!

We’re excited to announce the private beta of Skills-Based Routing (SBR)! This feature routes conversations based on unique agent skills such as language proficiency, product knowledge, and geography.

Key Features

• Custom skill rules
• Skill assignment to agents
• Real-time skills monitoring
• Historical reporting by skills

Exclusive to Ultimate Tier customers. To join the beta, contact your CSM. We value your feedback to enhance this feature before public release.

Shipped AI Now Live in Our App Store!

Shipped AI, a virtual agent for e-commerce, is now available in our App Store! It integrates with Shopify, BigCommerce, Adobe Commerce, and Salesforce Commerce Cloud. Shipped AI supports Chat, Email, Twitter DM, and Messenger within Kustomer, offering personalized customer journeys and flexible brand policy customization.

Key Benefits

• Tailored AI to your brand’s voice
• Customizable brand guidelines
• Reduces support costs and boosts profits

KIQ Agent Assist: Now Generally Available!

KIQ Agent Assist, an AI-powered solution designed to boost Customer Satisfaction by up to 17% and reduce handle time by up to 65% is now in GA.. Empower your agents to efficiently resolve customer issues and elevate your customer support experience today.

New administrative capabilities for KIQ Customer Assist Premium

Kustomer admins using Premium assistants with the KIQ Customer Assist plan have access to new functionality to help with managing costs.

Premium conversation usage notifications

Monthly email notification alerts can be set up by admins to trigger when 50%, 80%, and 100% of their paid conversation allotment is used.

Bulk unpublish Premium assistants

Admins can effortlessly disable Premium paid assistants to avoid unexpected charges for automatically resolved conversations. This feature offers seamless control over assistant management.

In-App upgrade path for legacy SKUs

Admins with orgs using legacy KIQ Customer Assist plans, such as KIQ Conversation Pro and KIQ Self-Service, now have access to an in-app upgrade path. They can simply select a link on the Customer Assist and billing settings pages to request an upgrade to the new Premium plan, streamlining the upgrade process.

KIQ Customer Assist Premium Plan with AI Responses

Kustomer introduced a new premium plan for KIQ Customer Assist, our intelligent conversational assistant (chatbot) you can build using a visual editor that responds to customer inquiries across chat, SMS, and WhatsApp channels.The premium plan includes generative AI response functionality and automation capabilities in addition to new flexible pricing.

kObjects to trigger a workflow now GA

With this update, you can kick off a workflow when a kObject is created or updated and create even more powerful automations that, for example, let them proactively alert customers when their order status has changed.

NOTE: These triggers are available if you have additional klasses enabled in your org and they are organized by klass type.

Kustomer App Directory Surpasses 50 Publicly Available Apps

We are excited to share that our app directory is now home to 50+ apps that customers can be taking advantage of to supercharge their service experiences.

Kustomer AI Response Bot for Knowledge Base

We’re excited to share that we’ve supercharged our bot experience with AI Responses. The AI response interaction uses OpenAI to respond to questions in your chat assistant using information found on your public knowledge base, bypassing the need to engage with a support rep.  What’s more, you can easily set up AI responses in a few clicks, by adding AI interactions to a custom chatbot that includes intents, or by selecting a “Respond with AI” template that does the work for you. 

NOTE: The AI response interaction is only available for Pro assistants on the chat channel.

AI Response Deflection Report

With the AI Response Deflection Report, users now have a way to understand not only how effective the AI responses have been in deflecting customer inquiries, but also to gain insight into what responses weren’t helpful, or completely missing from their help center, so that they can improve their content. This functionality not only saves time for both your customers and agents but it also enhances the overall experience customers have with your organization. 

Agent Co-pilot (Beta Access)

Agent Co-pilot, our agent-facing AI-powered suite, supports your team’s customer service workflows with intelligent one-click optimizations that increase agent efficiency and improve customer delight. Each AI-powered feature is turned off by default and you can visit the settings page to turn on any individual features as desired.

2-way message translations

This new feature to the Agent Co-pilot suite aims to further supercharge support teams. The 2-way translation feature (powered by AWS translation service) lets agents easily translate both customer messages and their replies directly within a conversation.

NOTE: This feature is currently in a private beta period. If you are interested in participating, please contact your CSM. 

Adobe Commerce Integration

The Adobe Commerce (formerly Magento) app integration syncs standard objects such as new addresses, customers, orders, invoices, credit memos (refunds), and shipments, in addition to real-time shopping cart info to populate your Kustomer organization. All data that exists within Adobe Commerce is stored inside of Kustomer and is fully available to support agents

kObject to Trigger a Workflow (Beta Access)

Customers can now kick off a workflow when a kObject is created or updated and create even more powerful automations that, for example, let them proactively alert customers when their order status has changed.

NOTE: This feature is currently in a private beta period.  If you are interested in getting access, please contact your CSM.

Shopify Create and Duplicate Order

To provide customers with the best-in-market Shopify integration, we are enabling agents to stay within Kustomer to perform the key actions they need to create and duplicate orders without navigating away from the insights panel. This effort will help drive productivity and efficiency while increasing user satisfaction on the Kustomer platform.

Integrate with Klaviyo

Start connecting your Klaviyo store to Kustomer by creating a private key on the Klaviyo platform and entering it into the Klaviyo app settings page on Kustomer.  Once connected, the app will automatically sync the following data between your Kustomer and Klaviyo accounts:

• Pull relevant Klaviyo campaign, list, and segment data into Kustomer as an Insight Card on the customer timeline
• Push Kustomer customer data to Klaviyo as profiles

Test iOS Push Notifications in a Test Simulator

Now you can test your iOS Kustomer push notifications in a simulator before turning them on in production.

Update to the “Find Review” feature in the Trustpilot App

Customers can leverage Trustpilot’s “Find Review” feature to contact reviewers to get additional information about their experience.

Integrate with Talkdesk

Talkdesk is a cloud-based call center solution that offers VoIP services that allow you to manage inbound or outbound calls via a widget and automatically build a customer profile in Kustomer. Using Kustomer and Talkdesk together allows your sales and support teams to view, search, and report on historical call data within a customer’s timeline. Users can also listen to call recordings and send an email/SMS follow-up all within the same conversation view.

Integrate with Zingtree

Zingtree is a decision tree tool that can provide guidance for agents, providing them with a new insight card that agents can use to follow instructions through a decision tree when supporting customers.

Integrate with FlipCX

FlipCX is a voice bot provider for voice channels. The app allows FlipCX to create conversations in Kustomer with information about what happened with the user during the automated portion of the call.  

Search for customer reports

You can now search through your list of custom reports

Take Advantage of WhatsApp Assistant Support for Images and Videos

WhatsApp Conversational Assistants now support image and video attachments. We support jpeg, png, and mp4. Note that the max file size is 5MB.

Set a Custom Conversation Definition for WhatsApp

Now, admins can specify when a WhatsApp message should thread into an existing conversation or create a new conversation. By default, the time frame is 24 hours to match the WhatsApp session length, however, admins can update this to suit the needs of the business.

Get Your Assistants Up and Running Faster With Conversational Assistant Templates

We know configuring Conversational Assistants can be daunting. In order to make this process more seamless, we’ve built a gallery of common assistant templates so you can get up and running faster than ever. To access the templates, simply navigate to Conversational Assistants in the UI and click “Add Assistant.”

Leverage Enhanced Multi-Question CSAT Reporting

This update to the Satisfaction standard report brings a new look and feel and access to a brand new Survey Responses tab. The Survey Responses tab shows reporting results filtered down to individual survey responses with top-level KPI data and individual charts for each follow-up question. Question types include Multiple Choice (default Pie chart), Multi-Select (default Bar Chart), and Free Text (default Table format).

Increase Agent Inbox Flexibility with Inbox Sorting

Inbox Sorting brings an added level of flexibility to every agent’s inbox. Now all of your agents can use the new sorting options to organize their inbox based on their individual preferences. New sorting options include: Waiting Longest, Newest Response, Newly Assigned (Current default), Oldest Assigned, Highest Priority and SLA.

Simplify Chat Set up and Maintenance with the React Native SDK

With the React SDK, the time and resources required to set up and maintain your chat environment is greatly reduced. The React SDK uses the same code base, so you no longer need iOS or Android developers to maintain both versions. You will also get access to the latest and greatest Kustomer Chat features and are always supported on the latest OS.

Chat Android SDK v2.10.6

Our latest Android SDK release fixed a slew of bugs that caused issues to the Chat experience.

Leverage Our New WhatsApp Integration

We’re thrilled to announce that our WhatsApp integration is now live. This no-code, one-click integration with WhatsApp will enable you to use message templates to proactively reach out to customers, configure workflows, deploy chatbots – complete with various button options – and so much more.

Get Your Assistants Up and Running Faster With Conversational Assistant Templates

We know configuring Conversational Assistants can be daunting. In order to make this process more seamless, we’ve built a gallery of common assistant templates so you can get up and running faster than ever. To access the templates, simply navigate to Conversational Assistants in the UI and click “Add Assistant.”

Set Up Live Chat for Shopify in a Pinch

Admins can now install a live chat widget for Shopify stores directly in Kustomer in a single click rather than having to manually insert chat SDK code. We’ve also made it easier for users to refresh permissions.

Easily Understand API Limits

It’s now easier than ever for admins to understand API usage. Admins can navigate to the new platform limits page to see when and how often they’re hitting API limits so they can make changes accordingly. What’s more, all orgs will now see a new toggle that allows them to view rate limit usage either by API key or by endpoint.