Introducing Kustomer's AI Agents

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.
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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.
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.

[@ramprakashgovindaraj5343]

It’s really cool to have AI agents in an app, but I’m not sure how the experience plays out for customers.
In your example, you mentioned one user having an issue with a booking and connecting with different people, even if they’re not human. They eventually end up talking to a human after going through 5 or 6 agents, right?
What kind of experience does that create for the end user?
I mean, they might feel like it’s dragging on, thinking, “I’m just chatting with who knows how many people!” Will that create a bad user experience??

[@heykustomer]

That's a great consideration - and we're excited to shape the best practices on how to set up AI Agents to deliver a smooth experience for the end user so they don't feel like they are chatting with numerous people.

[@ramprakashgovindaraj5343]

Awesome thanks ​@@heykustomer