Kustomer, a software company helping brands improve their customer experiences, recently announced the launch of new AI capabilities. Conversation Intelligence and AI QA build upon Kustomer’s AI Attributes solution, ultimately giving customer experience teams more visibility into customer conversations.
The company’s platform combines customer data, conversations and AI-powered workflows to help teams deliver improved service. Its AI Attributes offering automatically populates relevant custom fields from the information in the Kustomer platform, saving agents time by reducing manual tagging. Conversation Intelligence turns conversations into structured data points that feed automated routing and workflows in real time, while AI QA scores those conversations against a business’s specified criteria.
“Most CX teams are making six-figure staffing and strategy calls off the two or three percent of customers who answer a survey. The rest goes unmeasured,” Brad Birnbaum, Kustomer’s CEO and co-founder, said in a statement. “Conversation Intelligence and AI QA look at every conversation and show their work on every score, so leaders can coach against it and stand behind it. Both are built into the platform our customers already run on, so what we learn goes straight back into the data foundation behind their operations, not into a report nobody has time to read.”
