Kustomer, the AI-native customer experience platform, has expanded its AI Assistants lineup with two powerful new tools designed to give CX teams immediate clarity into their workflows and AI behavior.
The Kustomer AI automation assistant, now generally available, and the Kustomer AI observability assistant, launching in Early Access, aim to turn complex CX logic into actionable, explainable insights.
“As automation strategies mature and AI adoption accelerates, teams need intelligent tooling to manage increasing complexity,” said Jeremy Suriel, Chief Technology Officer at Kustomer. “This assistant analyzes your entire automation setup in seconds, detecting conflicts, surfacing optimization opportunities, and helping maintain best practices. It’s the kind of AI capability that becomes more valuable as you scale.”
CX leaders often face mounting challenges as their organizations accumulate layers of conflicting workflows, overlapping rules, and undocumented logic. Meanwhile, AI agents are taking on more customer-facing roles, but their decisions can be difficult to explain or troubleshoot, leading to uncertainty, manual work, and operational risk.
Kustomer’s new AI assistants address these issues head-on. The AI automation assistant scans all deterministic logic—including workflows, rules, and routing paths—to flag redundancies, contradictions, and unreachable logic. Meanwhile, the AI observability assistant dives into non-deterministic behavior by analyzing AI agent execution traces and delivering plain-language explanations of what happened, why, and how to improve performance.
Because these assistants are embedded directly into Kustomer’s unified data model and orchestration engine, they provide real-time insights spanning workflows, automations, agent behavior, and customer interactions. This integration offers a connected view of CX operations that standalone tools cannot match, paired with clear, actionable guidance that turns complexity into control.
Together, these new capabilities provide CX teams with the visibility, trust, and operational control necessary to scale automation and AI confidently.
Kustomer now offers six AI Assistants built natively into its platform:
- AI automation assistant: Analyze and optimize every workflow, rule, queue, and route flow.
- AI observability assistant: Review post-deployment execution traces and identify error root causes for fast, reliable AI debugging.
- AI knowledge base assistant: Transform legacy knowledge bases into self-improving layers that provide context to customers and agents.
- AI Agent team assistant: Manage AI-powered organizational structures instead of thousands of tickets.
- AI workflow assistant: Automate workflow creation powered by AI.
- AI search assistant: Access all data through conversational AI.
All AI assistants are included at no extra cost and operate natively within the Kustomer platform, eliminating the need for additional integrations or third-party tools.
Key capabilities of the AI automation assistant include:
- Cross-product automation analysis to map workflows, business rules, routing paths, and queue logic.
- Conflict and redundancy detection to surface contradictions, unreachable paths, and dead ends.
- Actionable cleanup recommendations to simplify logic and reduce routing failures.
- A unified, AI-native foundation leveraging Kustomer’s data model and orchestration engine.
Key capabilities of the AI observability assistant include:
- Agent trace analysis that summarizes AI agent decisions and actions in everyday language.
- Root cause identification pinpointing issues like bad tool calls, ambiguous instructions, or missing context.
- Recommended next steps offering practical fixes before issues impact customers.
- Admin-only visibility to strengthen governance and reduce operational risk.
With these assistants, CX leaders can gain instant visibility into customer outcomes, reduce manual rule mining and AI debugging from hours to minutes, improve routing accuracy, and increase AI consistency—all while lowering operational risk and enhancing customer satisfaction.
