Kustomer

What is Kustomer?

Kustomer is an AI-native customer service platform and CRM designed for B2C and B2B companies. It combines omnichannel support, workflow automation, and contextual customer data to manage interactions across the full customer relationship. Access requires scheduling a demo with the vendor.

What are the features of Kustomer?

• Automated resolution (Concierge)

  Resolves complex requests across channels using full customer context, which one user claims automated 70% of incoming chat conversations.
• Agent assistance (Envoy)

  Provides human representatives with customer context, intelligence, and tools during live interactions.
• Experience builder (Architect)

  Enables users to build, deploy, analyze, and improve customer experiences through guided, no-code configuration.
• Unified customer data

  Maintains a single data foundation that powers both AI and human agents across every interaction.
• Goal-oriented optimization

  Orients AI actions toward a specified business goal rather than only resolving individual inquiries.
• Real-time reporting

  Displays agent performance metrics and analytics visuals in real time.

What are the use cases of Kustomer?

• Chat automation

  One customer reported automating 70% of all incoming chat conversations using the platform's AI capabilities.
• Integration troubleshooting

  The source illustrates an AI agent acknowledging an API integration error before a human agent resolves the underlying account limit issue.