Kustomer

Kustomer is a customer service CRM that operates on a customer-centric data model, consolidating all interactions into a unified timeline. The system supports omnichannel messaging across chat, email, text, and voice channels. Its native AI functions alongside human agents to provide conversation summaries, suggested responses, and automated actions, with AI Agents available to handle inquiries. For integration and automation, the platform provides an API, inbound and outbound webhooks, and business rule workflows. Security and identity management are addressed through features including SAML Single Sign-On, custom permission sets, and SCIM for user provisioning. The software is built for customer support agents, operations managers, and customer experience (CX) leaders in B2C and B2B companies. A primary workflow involves an agent reviewing a customer's historical timeline to gain context before responding to an inquiry, using AI-generated summaries and response suggestions. Operations managers implement intelligent orchestration and business rules to direct conversations to the correct human or AI agent based on real-time intent signals. CX teams also use the system's real-time dashboards and reporting features to monitor operational metrics, track SLAs, and identify areas for process optimization.