Summary

• Introducing AI Agents – Empower your business with AI that autonomously resolves customer issues, using advanced human-like decision-making.

• New Conversation-Based Pricing – Only pay by conversations and get unlimited seats - making your customer support more efficient and cost-effective.

• Join us to #EndBadService – See how AI agents put an end to bad service experiences for your customers.
  

For nearly a decade, Kustomer has been at the forefront of revolutionizing customer service. From the very beginning, our mission has been simple: empowering businesses to deliver exceptional, effortless customer service.

As customer expectations continue to rise, we're not just keeping up—we're setting the pace. From the start, we revolutionized how businesses service customers with our timeline feature, bringing all interactions into one time-based view for easy context. We were among the first to launch true omnichannel capabilities within CRM, and now we’re taking another leap forward with our innovative AI reasoning engine, redefining how AI can transform the customer experience.

Throughout the last decade, we’ve seen businesses grapple with the limitations of outdated service models—clunky ticketing systems, impersonal responses, and a lack of real-time solutions.

At Kustomer, we saw there was a better way.

True transformation requires more than just technology—it demands a seamless integration of human agents, AI, and data to deliver proactive, personalized customer experiences. Read our manifesto to see how we’re leading the transformation of customer service based on this equation:


Data + AI Agents + Human = Transformational Customer Service

Today, we’re proud to introduce our latest innovation:
AI Agents
a next-generation solution that will forever change how businesses interact with their customers.

Effortlessly drive authentic conversations with your team of AI Agents

What are AI Agents? Let’s break it down

An AI Agent
is an intelligent, autonomous system designed to handle customer interactions with a level of understanding and efficiency that feels almost human. Unlike basic bots that follow predefined scripts, AI Agents can make decisions autonomously as if they’re thinking and reasoning. They adapt to changing situations and handle a wide range of tasks without requiring human intervention, making them far more capable than traditional bots.

An extension of your Customer Experience organization

Kustomer’s AI Agents are crafted to tackle various roles in your customer service team, from self-service support to boosting agent productivity and keeping your operations running smoothly.

Here’s a quick look at what they do:

AI Agents for Customers: Give your customers instant, human-like support on SMS, email, chat, WhatsApp and even on Voice! These AI Agents can tackle even the tough stuff such as keeping up when topics shift, delivering quick solutions 24/7—no human needed.

“So far, 40% of all conversations coming into chat are fully automated using Kustomer's AI Agents. This frees up our human agents to focus on more personalized interactions and complex issues."

Chad Warren
Sr. Manager of Customer Service
Vuori

AI Agents for Support Reps: Acting as co-pilots for your service team, AI Agents provide real-time suggestions, surface key information, and offer guidance to your reps. They even draft responses, allowing your support team to focus on more complex customer issues. This elevates our basic Agent Assist to the next level, with exciting new features coming soon, like the ability to take actions based on human direction.

"Kustomer's new AI capabilities will help our agents focus on building genuine human connections with our customers. Our customer service is provided mostly on the phone, and rather than having agents sift through long phone call transcripts for details, AI can quickly surface relevant information, allowing agents to spend more time on meaningful interactions."

Randall Hidajat
Director of Customer Service
HelloTech Inc.

AI Agents for Leaders (coming soon): It's not just about customer interactions. AI Agents also work behind-the-scenes providing insights and reports to track performance, find ways to improve, and make smarter, data-driven decisions—all to keep your team on point.

"I'm excited about Kustomer's new AI Agent offering. I plan to use it to enhance our customer experience but also to help us scale our internal operations more effectively."

Cherí Thomas
Director of Customer Experience
ChromaDex

What makes Kustomer’s AI Agents different? They’re S-M-A-R-T

Kustomer’s AI Agent Studio makes it easy to create AI Agents that are truly S-M-A-R-T:

Specialized: Think about how humans operate. In a well-run customer service team, you’ve got specialists: people who focus on certain areas like billing, technical support, or sales inquiries. AI agents work the same way. When you have multiple agents, they can be each instructed to better handle their respective tasks with a level of precision and speed that a one-size-fits-all solution simply can’t match.

Multi-channel: AI Agents are available across all your key channels like SMS, email, chat, and even extend to WhatsApp and Voice. With this launch, we’re moving beyond basic Voice capabilities like text-to-speech and IVR and delivering true AI-powered conversational assistance for Voice. Unlike other solutions that rely on third-party integrations for AI Voice, Kustomer provides this capability seamlessly within our AI Agents, elevating the quality of support in every customer interaction.

Advanced Reasoning: AI Agents don't just respond—they reflect and refine their actions before engaging with customers. Each AI Agent team comes with built-in quality assurance, automatically reviewing responses to ensure top-tier accuracy, content, and decision-making, all before they ever interact with a customer.

Responsive: AI Agents are designed to navigate the most complex conversations, effortlessly adapting as topics change to keep things running smoothly. Whether it's processing a return, making product recommendations, or upselling—all within the same interaction—they’ve got it covered.

Teamwork: AI Agents are true team players. They don’t just pass along tasks—they’re built for harmonious collaboration with human agents. They handle routine tasks on their own, smoothly transition to a human when deeper expertise is needed, and will also be able to take over again to close out a conversation. It’s all about creating a fluid, efficient experience for both your team and your customers.

Design your own AI Agents with a powerful and easy-to-use AI Agent Studio

Easily set up and manage your own team of AI Agents, tailored to your business—no developer needed with our powerful and easy to use AI Agent Studio.

Customize Your AI Agents
Start by deciding exactly what tasks your AI Agents should handle, making sure they align with your business goals. We provide a broad range of customization —from language to tone—so your AI fits perfectly with your brand. Set up some guidelines to keep them focused and make smart decisions every time.

Empower Your AI Agents with Knowledge and Confidence
Equip your AI Agents with the right context by embedding them in your business’s knowledge and processes—across all your brands if you manage multiple. This enables them to grasp the nuances of every conversation. By connecting to both internal and external knowledge bases, they’ll always have access to the best information. Plus, automated checks ensure top-quality conversations before your AI Agents engage with customers.

Equip AI Agents with the Right Tools and Access
Make sure your AI Agents have the tools and data they need from Kustomer and other systems to do their jobs correctly. You can also control which channels—like Voice—they work on, and exactly what they’re allowed to do in each, so everything runs smoothly.

Customer Data with Integrity

At Kustomer, we understand that Artificial Intelligence has the power to transform customer interactions. However, its true potential is unlocked only when companies can securely and compliantly harness data from every customer touchpoint.

We uphold the highest standards of security, privacy, and reliability for customer data. We are committed to embedding privacy and security by design throughout our product development
lifecycle, ensuring our customers can responsibly leverage AI in full compliance with regulations.

We also recognize that AI is still an evolving field, and we are dedicated to helping our customers use AI ethically, legally, and responsibly. For example, we are building advanced security tools into our platform that allow customers to perform advanced data redaction and message encryption.

Learn more about our trust principles
here.

Pricing

We’re passionate about the transformative power of AI in customer service and are dedicated to making it accessible to every customer experience team.

Elevating your customer service with AI shouldn’t come as both an add-on or at a high cost. That’s why Kustomer's new pricing gives you unlimited seats, unlimited AI, and an unlimited platform—all starting at just 59 cents per conversation. It’s a simple, flexible way to give your team everything they need to deliver exceptional support, without the complicated pricing.

Most importantly, AI Agents are included in every package.

Learn more about our new pricing here.

Get Started With AI Agents

To learn more, visit the AI Agents page.

We’ve also put together a help article
so that you don’t get lost along the way.