Announcing AI for Customer Service in your CRM Platform
While these are extraordinary times, your organization’s top priority is unwavering—to provide customers with exceptional, convenient customer service. For many, customer conversations are only increasing, and Kustomer has stuck its course to build a CRM platform packed with the tools and capabilities that help you connect with customers, keep them engaged, and manage processes to perform at max capacity and grow.
We also think our platform should eliminate any barriers between your agents and your customers because time is of the essence—now more than ever. That’s where we think AI comes in, not to take on the role of the agent, but to act as a partner in getting to the root of customer needs in order to handle simple responses or immediately place them in touch with their best, most expedient resource.
We’re excited to announce our suite of AI-enabled capabilities is now available to customers. Called Kustomer IQ, it enables smarter processes that eliminate busywork and help teams better understand what customers need.
“Customer service is one of the first touch points that a consumer has with a brand, and modern companies need the tools to scale automation without compromising the exceptional brand experience customers have come to expect,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Kustomer IQ will help companies further serve the needs of their customers by providing self-service tools to bring even more efficiencies to customer service. We are especially proud to broadly roll this out right now.”
AI Makes Every Conversation More Convenient
Kustomer IQ Lite is available to all customers on our Enterprise and Ultimate plans, and features self-service tools and predictive capabilities that help gauge emotions and equip agents with knowledge, content, and empathy to get the job done quickly.
We See Automated Self-Service Differently
Kustomer IQ works alongside your team to tackle easy questions, and elicit details from your customers so agents can get a head start, or possibly deflect simple inquiries.
Kustomer IQ is omnichannel, using content from an organization’s knowledge base to suggest relevant articles when customers reach out via email, live chat, or form submission. Watch our tutorial below on how to get started with deflection in chat today.
We’ve added deflection to our reporting stack, providing real-time analysis so you can verify success, quantify time saved for customers and agents, and understand how content is performing, with insights into what customers are seeking to help plan future articles and deflect more conversations.
Our smart Conversational Assistant prompts customers to provide additional information around their needs, and in the coming weeks, we plan on adding branchable logic to the Kustomer IQ suite, which will extend your ability to gather finer details and help decide the most appropriate service path.
Deliver Empathetic Global Support
Kustomer is proud to partner with organizations representing six continents around the world—we’re a global solution available in more than 60 languages.
For those managing global customer service, Kustomer IQ leverages Amazon Comprehend machine learning capabilities to detect language upon contact, then route conversations to native-speaking agents or enable multilingual translated content if needed. It also analyzes messages to understand how customers are feeling, and assigns a sentiment score to help agents get on even footing as soon as they respond.
Get to the Root of Every Conversation
Our basic Kustomer IQ package features more sophisticated predictive and automation capabilities powered by machine learning, which work by analyzing data and content to accurately assess customer needs and activate smarter processes in the Kustomer platform. Check out our pricing page for more information.
Impeccable Customer Service, Fast
Intent Identification, the newest, most powerful feature of Kustomer IQ, analyzes and classifies inbound conversations, and uses those new attributes or conversation tags to trigger process automation that takes work off your team’s plate. This includes intelligent conversation routing, all based on how you classify customer outreach, such as by contact reason or product line. In addition, automated workflows can be triggered to manage communications, initiate greetings, or provide temporary air cover.
Emily Marcogliese, Head of Customer Service from our partner at thredUp recently shared, “Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort.”
Agent Recommendations (coming soon to Kustomer IQ) use internal and external content to generate content suggestions in real time, which will come in handy for agents-in-training who may be new to policies and brand knowledge. Machine learning analyzes customer messages to accurately offer information for faster conversations and precise resolution.
Get Started Now
We’re excited to announce that Enterprise and Ultimate plans come equipped with a Lite version of Kustomer IQ, so all our customers can take advantage of these awesome capabilities. Kustomer IQ Lite includes Automated Self-Service with our Conversational Assistant, Global Language Detection, and Sentiment Analysis.
Our base package for Kustomer IQ will be available on April 30, featuring enhanced AI capabilities to automate more conversations, including conversation classification, agent recommendations, and a more advanced Conversational Assistant.
And coming later this year, Kustomer IQ+ will open up new ways for customers to interact with brands. Featuring enhanced AI functionality, Kustomer IQ+ will automate simple, contextualized two-way dialogue on live chat with custom object recognition, so you can leverage and update information regarding orders, purchases, shipping, tracking, and much more.