The essentials
-
Unified Platform Foundation. Kustomer integrates AI into a single, cohesive CX system.
-
Built-in AI assistants. New AI tools manage search, workflows, and agent tasks contextually.
-
Impact of the CX leader. Allows you to scale support operations without hiring more staff while maintaining quality.
Kustomer announced on October 14 a new generation of its customer experience platform that integrates artificial intelligence throughout its architecture. The company’s transition from a unified CX platform to an AI-native system aims to provide contextual customer service capabilities.
According to company officials, the platform’s unified database allows AI to connect conversations, context and actions across customer experience touchpoints, transforming insights into measurable results. The approach is designed to address what Kustomer identifies as key industry challenges: disconnected data, context-free AI, and missed opportunities in support tickets.
This announcement comes as AI in customer experience moves from an experimental technology to a business requirement for many organizations.
Table of contents
Audiences affected by the AI-Native CX platform
-
Mid-sized to large enterprise consumer-facing brands in e-commerce and direct-to-consumer
-
Customer service teams manage high volumes of omnichannel interactions
-
CX leaders looking to scale their operations without increasing headcount
AI Orchestration Becomes Core CX Infrastructure
AI orchestration has rapidly evolved from an experimental technology to essential infrastructure for customer experience platforms seeking to unify fragmented customer journeys.
The customer experience landscape faces significant challenges with siled data creating disconnected interactions. According to industry experts, organizations struggle to bring together disparate touchpoints across channels, limiting their ability to deliver cohesive experiences. This fragmentation has led to a market-wide push toward AI-based solutions.
Business decision-makers have prioritized AI specifically to increase customer support efficiency, with reducing costs and improving customer satisfaction being equally important goals. The industry is moving from basic automation to sophisticated orchestration capable of analyzing business information and customer history in seconds.
Companies are increasingly looking for platforms that can integrate human elements into digital interactions using conversational AI while reducing the resource burden. This trend aligns with the growing recognition that AI can transform customer communications by anticipating needs and personalizing services.
Kustomer’s evolution from a unified CX platform to an AI-native solution reflects this broader market shift toward platforms that integrate AI throughout the customer journey while maintaining human oversight.
Related article: CX leaders bet on AI, but trust and transparency remain the wildcards
AI Assistant Capabilities
The Kustomer platform introduces new AI assistants that improve the main functions of the platform:
| Ability | Description |
|---|---|
| AI Agent Team Assistant | Command center for specialized AI agents managing tickets, refunds and compliance tasks |
| Knowledge Base Assistant | Enhanced search and knowledge management with built-in intelligence |
| Embedded intelligence | Integrating AI into research, knowledge base and workflows |
| Human surveillance | AI agents operate under the supervision of a human team |
| Cross-system collaboration | AI agents operate on connected systems with full context |
| Verifiable actions | All AI actions are recorded and based on customer data |
Customer context
Customer targets customer service and support managers in medium and large businesses. The company was founded in 2015 in New York and was acquired by Meta Platforms in 2022.
Capabilities of the Kustomer CRM platform
The company offers a cloud-based customer relationship management (CRM) platform designed to unify customer conversations across channels such as email, chat, social and voice. Its platform includes workflow automation, AI-driven routing and analytics, aimed at streamlining agent productivity and improving response times. Integration with third-party business applications is a notable feature, supporting broader enterprise workflows.
Market position
The Company operates in the customer service software business, serving industries such as retail, e-commerce and financial services. Its typical customers are mid-sized businesses and enterprises looking to consolidate customer data and interactions. The company says its platform differentiates itself through omnichannel support and automation, positioning itself among established CRM and customer service providers.
A tip to share with our editorial team? Write to us:
