kObjects to trigger a workflow now GA

With this update, you can kick off a workflow when a kObject is created or updated and create even more powerful automations that, for example, let them proactively alert customers when their order status has changed.

NOTE: These triggers are available if you have additional klasses enabled in your org and they are organized by klass type.

Kustomer App Directory Surpasses 50 Publicly Available Apps

We are excited to share that our app directory is now home to 50+ apps that customers can be taking advantage of to supercharge their service experiences.

Kustomer AI Response Bot for Knowledge Base

We’re excited to share that we’ve supercharged our bot experience with AI Responses. The AI response interaction uses OpenAI to respond to questions in your chat assistant using information found on your public knowledge base, bypassing the need to engage with a support rep.  What’s more, you can easily set up AI responses in a few clicks, by adding AI interactions to a custom chatbot that includes intents, or by selecting a “Respond with AI” template that does the work for you. 

NOTE: The AI response interaction is only available for Pro assistants on the chat channel.

AI Response Deflection Report

With the AI Response Deflection Report, users now have a way to understand not only how effective the AI responses have been in deflecting customer inquiries, but also to gain insight into what responses weren’t helpful, or completely missing from their help center, so that they can improve their content. This functionality not only saves time for both your customers and agents but it also enhances the overall experience customers have with your organization. 

Agent Co-pilot (Beta Access)

Agent-co-pilot

Agent Co-pilot, our agent-facing AI-powered suite, supports your team’s customer service workflows with intelligent one-click optimizations that increase agent efficiency and improve customer delight. Each AI-powered feature is turned off by default and you can visit the settings page to turn on any individual features as desired.

2-way message translations

This new feature to the Agent Co-pilot suite aims to further supercharge support teams. The 2-way translation feature (powered by AWS translation service) lets agents easily translate both customer messages and their replies directly within a conversation.

NOTE: This feature is currently in a private beta period. If you are interested in participating, please contact your CSM. 

Adobe Commerce Integration

The Adobe Commerce (formerly Magento) app integration syncs standard objects such as new addresses, customers, orders, invoices, credit memos (refunds), and shipments, in addition to real-time shopping cart info to populate your Kustomer organization. All data that exists within Adobe Commerce is stored inside of Kustomer and is fully available to support agents

kObject to Trigger a Workflow (Beta Access)

Customers can now kick off a workflow when a kObject is created or updated and create even more powerful automations that, for example, let them proactively alert customers when their order status has changed.

NOTE: This feature is currently in a private beta period.  If you are interested in getting access, please contact your CSM.

Shopify Create and Duplicate Order

To provide customers with the best-in-market Shopify integration, we are enabling agents to stay within Kustomer to perform the key actions they need to create and duplicate orders without navigating away from the insights panel. This effort will help drive productivity and efficiency while increasing user satisfaction on the Kustomer platform.

Integrate with Klaviyo

Start connecting your Klaviyo store to Kustomer by creating a private key on the Klaviyo platform and entering it into the Klaviyo app settings page on Kustomer.  Once connected, the app will automatically sync the following data between your Kustomer and Klaviyo accounts:

  • Pull relevant Klaviyo campaign, list, and segment data into Kustomer as an Insight Card on the customer timeline
  • Push Kustomer customer data to Klaviyo as profiles

Test iOS Push Notifications in a Test Simulator

Now you can test your iOS Kustomer push notifications in a simulator before turning them on in production.

Update to the “Find Review” feature in the Trustpilot App

Customers can leverage Trustpilot’s “Find Review” feature to contact reviewers to get additional information about their experience.

Integrate with Talkdesk

Talkdesk is a cloud-based call center solution that offers VoIP services that allow you to manage inbound or outbound calls via a widget and automatically build a customer profile in Kustomer. Using Kustomer and Talkdesk together allows your sales and support teams to view, search, and report on historical call data within a customer’s timeline. Users can also listen to call recordings and send an email/SMS follow-up all within the same conversation view.

Integrate with Zingtree

Zingtree is a decision tree tool that can provide guidance for agents, providing them with a new insight card that agents can use to follow instructions through a decision tree when supporting customers.

Integrate with FlipCX

FlipCX is a voice bot provider for voice channels. The app allows FlipCX to create conversations in Kustomer with information about what happened with the user during the automated portion of the call.  

Search for customer reports

You can now search through your list of custom reports

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