Kustomer Launches the First AI-Native Customer Service Platform Featuring Advanced AI Agents and Innovative Pricing

On October 30, 2024, Kustomer, a leader in AI-powered customer service, announced the launch of the industry’s first fully AI-native customer service solution, enabling organizations to provide next-generation customer experiences (CX) with unprecedented speed and scale. With revolutionary AI agents seamlessly integrated throughout the platform and a groundbreaking pricing model, Kustomer continues its mission to eliminate poor customer service and empower businesses to thrive in an AI-driven future.

Nearly a decade after introducing the first purpose-built, truly omnichannel CRM platform, Kustomer is once again reshaping the industry with its next-generation AI capabilities, designed to deliver effortless and personalized customer experiences. By simplifying traditional models, Kustomer’s new approach features transparent, pay-for-what-you-use pricing, allowing businesses to scale effortlessly with AI included at no additional cost and unlimited users to meet growing customer demands.

“This launch is a game-changer for the industry,” said Brad Birnbaum, CEO and co-founder of Kustomer. “For nearly 10 years, we’ve been dedicated to reimagining customer service, and with the introduction of our AI-native platform, we are making customer service intelligent, proactive, and effortless. By embedding AI at every level of the platform and eliminating outdated pricing structures, we’re simplifying the process for businesses to deliver exceptional service while ensuring costs are transparent and predictable.”

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Vuori, a clothing retailer and Kustomer client, has integrated Kustomer’s AI agents into its customer service operations. Chad Warren, Senior Manager of Customer Service at Vuori, stated, “So far, 40% of all conversations coming into chat are fully automated using Kustomer’s AI agents. This allows our human agents to concentrate on more personalized interactions and complex issues.”

Kustomer AI Agents: SMART, Proactive, and Omnichannel

Kustomer’s platform introduces a suite of SMART AI agents designed to enhance all aspects of customer service by automating routine tasks and providing highly personalized solutions. The platform includes:

• AI Agents for Customers: Offering 24/7 instant, human-like support.
• AI Agents for Reps (coming soon): Assisting agents with quicker, more effective solutions.
• AI Agents for Leaders (coming soon): Providing real-time performance insights to optimize operations.

These AI agents, powered by Kustomer’s proprietary KIQ technology built on the latest large language models (LLMs), work autonomously and seamlessly alongside human agents, ensuring rapid and efficient resolutions across all channels. Setting up and maintaining AI agents is easy with Kustomer’s user-friendly AI Agent Studio, where businesses can customize agents by tailoring their tasks, language, tone, and access to knowledge bases, tools, and channels, ensuring high-quality, brand-aligned conversations with confidence and precision.

Kustomer AI Voice: Setting a New Standard for Conversational AI

In a major market breakthrough, Kustomer introduces Kustomer AI Voice, a native, AI-powered voice channel that enables businesses to provide human-like voice interactions without relying on third-party integrations. Kustomer AI Voice leads the market by enabling true conversational AI for voice support, going beyond simple text-to-speech capabilities. With Kustomer AI Voice, businesses can leverage AI to instantly scale voice interactions, delivering high-quality service with smooth transitions between AI and human agents. This feature is included at no extra cost (beyond standard telephony usage).

Disrupting the Traditional Pricing Model

Kustomer’s new pricing model is challenging outdated industry standards. Recent research shows that 91% of customer service leaders believe AI should be included in the overall cost, and Kustomer is at the forefront of this shift by eliminating traditional seat-based pricing. With its conversation-based model, businesses only pay for what they use, and all AI capabilities are included at no extra cost. As companies move more customer interactions from human agents to AI, they can achieve significant savings, with Kustomer’s costs remaining stable. Additionally, businesses can scale effortlessly with unlimited users, avoiding the complexities of managing seat licenses or unexpected fees.