Question 1

Which AI models are used by Kustomer?

Accepted Answer

Kustomer uses various AI models to power its KIQ offerings. For generative AI capabilities, Kustomer leverages common enterprise LLM model providers including but not limited to OpenAI, Anthropic and AWS Bedrock.

Question 2

How does Kustomer handle customer data, privacy, and security in AI systems?

Accepted Answer

Kustomer ensures responsible handling of customer data by sharing only the content of messages with its AI engines. Kustomer has established Data Processing Agreements with third-party subprocessors such as OpenAI and AWS. Customer data is not used to train global AI models, except when AI capabilities are tailored for a specific customer, in which case data may be used to refine models exclusively for that customer's environment. Kustomer employs encryption for data in transit and at rest, role-based access control, and regular security audits, validated by SOC 2 Type II certification.

Question 3

How does Kustomer ensure AI-generated outputs match brand tone?

Accepted Answer

When creating or editing an AI Agent, Kustomer provides a place for defining the tone, voice and personality with Instructions for the frontline AI agent. Customer Assist Premium and Agent Assist use AI Profiles to create custom prompts that ensure AI-powered responses align with your brand's unique identity, including friendly language, keyword avoidance, and localization for regional nuances.

Question 4

What guardrails are in place to ensure ethical use of AI?

Accepted Answer

To prevent misuse of AI outputs, Kustomer allows businesses to set specific guardrails within the platform, ensuring the AI operates within defined parameters, such as avoiding discussions about competitors or adhering to other business-specific restrictions.

Question 5

How does Kustomer inform users about AI-enhanced interactions?

Accepted Answer

Kustomer informs users about AI-enhanced interactions differently depending on the feature. For AI Agents on chat, messages generated by AI display "Generated by AI." For internal-facing AI, all messages are reviewed and refined by your team before being shared, though Customer Assist messages are labeled "AI Generated" within the chat widget.

Question 6

What analytics does Kustomer run, and how is this data used?

Accepted Answer

Kustomer analyzes aggregated and anonymized data to optimize its services and measure performance, such as monitoring traffic loads, usage metrics, and evaluating the percentage of conversations automated. This anonymized and aggregated data can also be used in marketing materials, in line with Kustomer's MSA, without identifying individual customers.

Question 7

What licensing terms apply to AI models in KIQ offerings?

Accepted Answer

Kustomer leverages common enterprise LLM model providers including but not limited to OpenAI, Anthropic and AWS Bedrock for its AI features. Terms and conditions for AI features, including any flowthrough terms and acceptable use policies, are available on Kustomer's legal center.

Question 8

Can Kustomer provide documentation and security practices?

Accepted Answer

Kustomer provides comprehensive documentation covering its AI capabilities, platform architecture, and security practices, including how AI features operate, the safeguards in place to protect data, and the controls your team can configure. Kustomer's Zero Data Retention policy with its AI providers ensures customer data is not stored after processing.

AI Compliance FAQ