From day one, Kustomer built a customer data platform to enable a complete view of customers for humans using a sprinkle of AI along the way. Organizations took advantage of our flexible and powerful platform to automate manual processes and create amazing experiences for their agents. Customers have always loved the fact that organizations are able to provide exceptional service with increased knowledge and personalization. Organizations are able to proactively reach out and get ahead of their customer’s needs, further improving their experience.
Now, the latest advancements in Generative AI allows us to supercharge our platform and significantly improve upon our mission. That said, despite the power AI brings, we believe humans will continue to play an important role in delivering an exceptional experience.
At Kustomer, our vision is to build a truly human + AI platform to unlock the full potential of humans + AI within customer service.
And with our depth of expertise and the power of our existing platform, we are well positioned to achieve it.
Let me explain how.
Superintelligence in AI and the Power of Agentic Workflows
The accelerated pace of deep learning in recent years is undeniable. GPT-4 is already as smart as a high schooler, and OpenAI CEO Sam Altman recently announced that we will potentially have superintelligence in as little as a few thousand days.
Deep learning systems are rapidly reaching or exceeding human-level in many domains (Source:
Our World in Data)
And even with our current large language models, when wrapped in agentic workflows, AI achieves response accuracy of over 95%. It is this reality that has led us to completely re-imagine our platform from the ground up, using AI agents as the basis for a new reasoning engine that will underpin our entire platform.
AI Agent Teams at Kustomer
Our AI agent teams are purpose built to use Generative AI at its maximum capabilities to reason about what steps to take to best resolve a customer’s need.
In each conversation, AI agent teams reason and reflect on their own work iteratively to ensure they are constantly retargeting to achieve their goal prior to ever communicating with a customer.
One AI agent may take in input from a customer, another AI agent may propose a response based on its expertise, and a third critic AI agent will reflect on that response and improve it until it achieves the highest level of response accuracy delivered straight to the customer.
With the continued improvement of the underlying LLM, we predict that AI agents will dramatically redefine the role of human agents, supervisors and admins over the next 5-10 years.
The Stages of CX
We think about this evolution occurring in several stages - moving from a world where human agents are the primary driver of CX activity to a world where AI agents are the primary drivers of activity, with a few supervisors or admins taking a full systems view of their CX operations.
“It is finally the real opportunity for the software interface of the last 30+ years to move from a set of CRUD actions where all of the cognitive work is done by the software user to one in which the software is genuinely helpful in users executing and mastering their craft.”
Brett Queener - The Three Ages of Applications Software
Through Kustomer, supervisors will be able to monitor the performance of their AI agents and optimize the system for customer value in every conversation. They will be able to dip into any past or ongoing conversation and have complete context over the customer and their interactions with the AI agents. They will be able to understand how AI agents are proactively outreaching to different customer segments and why. And this will all be made possible because of our almost decade long investment in a flexible customer data platform. The rich context our customer data platform provides allows for automation of any action and fully leverages data and AI to provide effortless customer service experiences.
We also fundamentally believe that we need to build for all stages of this evolution.
We will continue to invest in improving human agent experiences, including through our upcoming launch of skills-based routing to route conversations to the agents best positioned to provide excellent customer service.
What’s Next for Kustomer
Our announcement of AI agents is a big step forward for this vision, but we are already hard at work planning for the next step in our evolution and this future. We are reimagining how humans interact with the data on our platform, making it effortless for agents, supervisors, admins and CX leaders to chat with their data and extract the insights that are most important to them. We are also fundamentally redesigning the agent experience to vastly simplify the user experience and make it easy for human agents to partner with their team of AI agents to fully leverage those AI agents to provide relevant context, suggest actions and automate tasks for the human agent. Nine years ago,
Kustomer pioneered the customer-centric approach to Customer Experience via an elegantly designed timeline of every customer interaction. We will continue leading the way in designing experiences that cut through the noise and keep the customer at the heart of every service interaction. We’re here to deliver zero effort, exceptional experiences so keep your eyes on Kustomer - we’re bringing the future of technology into the hands of every business.
