Kustomer

Kustomer is a customer service CRM that combines case handling, omnichannel messaging and AI agents in one platform. Conversations from chat, email, voice, text, online forms and social channels land on a single customer timeline, so whoever answers, human or AI, can see purchase history and prior contacts without switching tools. It is aimed at consumer and business support organizations that want automation and reporting in the same system that routes their queues. Custom AI agents are configured against business goals such as customer satisfaction, upsell rate or customer lifetime value, and improve against those metrics, while managers review and approve AI actions. Named components include Kustomer Concierge, Kustomer Architect for designing and testing agents, Kustomer Envoy, and assistants for knowledge base, search, workflows, automations and observability. The platform carries custom objects and tasks, business rules, SLA management, smart routing, inbound and outbound webhooks, an MCP server, a command center and reporting. Security features include data masking in beta, SAML single sign on, SCIM, custom permission sets, data redaction and AI evaluations, with SOC 2, ISO 27001, ISO 27701, ISO/IEC 42001 and GDPR named. A HIPAA enabled subscription and a 99.9 percent uptime SLA are listed as add ons. Kustomer does not post plan prices. The pricing page replaces them with a short assessment covering industry, company size, agent headcount and monthly conversation volume, which returns an estimate of savings and payback before a salesperson builds exact pricing. Some channel configuration may require a statement of work and an implementation fee.