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.