Kustomer capabilities

Kustomer builds a unified customer profile that aggregates purchase history, past conversations, preferences, and data from connected systems, giving agents full context before they reply.

Kustomer deploys AI agents that handle customer conversations end-to-end without human involvement, resolving common requests autonomously across all supported channels.

Kustomer connects to ecommerce platforms, voice providers, chatbot tools, data/analytics systems, and productivity apps through a marketplace of pre-built integrations plus an open API and webhook system.

Kustomer consolidates customer conversations from email, live chat, SMS, voice, WhatsApp, Facebook, and Instagram into a single agent workspace, so agents never switch between tabs.

Kustomer markets a unified 'Kustomer AI + Platform' offering with Enterprise and Ultimate tiers, with pricing available only via sales contact. AI agent features and voice/SMS/WhatsApp are priced as add-ons. Several discontinued legacy plans exist for existing customers.

Kustomer provides built-in reporting on team performance, conversation volumes, SLA compliance, and customer satisfaction, with an AI-powered Data Explorer for ad-hoc queries.

Kustomer provides enterprise-grade security controls including SSO, SAML, SCIM provisioning, data masking, granular permissions, and optional HIPAA compliance for healthcare teams. SAML SSO is an add-on cost on Enterprise but included on Ultimate; SCIM is only available on Ultimate.

Kustomer automates repetitive support operations through configurable workflows and business rules that route, tag, escalate, and respond to conversations without agent intervention.