As we move into a new year, I’ve spent time reflecting on what we’ve learned over the past twelve months, especially as AI has moved from experimentation to real production use across customer service.

Over the past year, we’ve made real progress helping teams automatically resolve customer inquiries through AI for Customers. We’ve seen autonomous agents successfully handle up to 70% of chat conversations for our retail customers during peak events like Black Friday. We’ve watched AI-driven workflows close a meaningful percentage of high-intent customer requests on their own for one of our consumer service customers. These results have reinforced an important belief for us: when AI is built with the right data, guardrails, and accountability, it can take real work off teams’ plates.

Looking ahead, we're investing in integrating AI into all parts of customer service to enhance the experience for customers, leaders, and reps. We see significant opportunities for AI to support customer service representatives, particularly when conversations become complex. These often represent the relationship-defining moments. What we're consistently hearing from CX leaders is that even with AI handling greater volume, reps still feel overwhelmed when they step in. They face more context to process, increased pressure to achieve the correct resolution, and less time to determine what truly matters.

This is the direction we are taking with AI to elevate the rep experience. We're not merely automating tasks; we're empowering representatives to show up prepared with the right context and guidance, every time. This represents the next evolution of what we set out to build from the beginning.

The Timeline Changed CX. Now It Needs to Evolve.

When we introduced the Timeline, it fundamentally changed how customer support teams worked. For the first time, reps could see the full picture of a customer. Every conversation, every channel, every interaction was unified in one place. It eliminated silos and made customer context visible in a way legacy ticketing systems never could.

That foundation still matters deeply.

But the world has changed.

Customer interactions are more frequent, more complex, and more nuanced than ever. Timelines have grown longer. Signals are scattered across systems. And understanding what actually matters in the moment often requires scrolling, searching, and interpreting while the customer waits.

The question CX teams are asking today is no longer, “How do we see everything?”

It is, "How do we help reps show up prepared for every conversation, instantly?”

Why AI Alone Isn’t the Answer

Most CX platforms responded to this shift by bolting AI onto legacy systems. The result has been predictable.

Automation without context.
Insights without action.
And AI that introduces risk instead of confidence.

Chatbots can answer questions.
Summaries can condense conversations.
Analytics can surface trends.

But none of that solves the real problem reps face in the moment of work.

What should I be paying attention to right now, and what should I do next?

Introducing Intelligence, in the Moment

This is where we are taking a different path at Kustomer.

We are evolving the Timeline from a static, chronological record into a dynamic, AI-interpreted experience. One that proactively surfaces what matters most in the moment and guides reps toward the right actions.

With AI for Reps, the Timeline gains an intelligence layer designed to reduce chaos, remove busy work, and help reps act with clarity and confidence inside the conversation.

Summaries: Instant Orientation

When a rep opens a conversation, they should not have to scroll to understand the customer.

AI-powered Summaries provide clear, scannable bullet points that instantly orient reps to what is relevant. Key events, recent issues, and important context are surfaced without guesswork. The goal is simple. Reduce cognitive load so reps can engage faster and more confidently.

Copilot: Action Without Busy Work

Understanding is only half the battle. Action still matters.

Copilot helps reps draft responses, improve tone and clarity, suggest next steps, and execute actions directly within their workflow. It is not about replacing human judgment. It is about removing the manual work that slows great service down.

Signals: From Assistance to Intelligence (Coming in 2026)

Signals introduce a real-time intelligence layer that continuously analyzes customer behavior, conversation history, and operational context to surface what matters most right now. This includes sentiment shifts, repeat issues, escalation risk, loyalty indicators, and churn signals.

Instead of showing everything, Signals prioritize attention.

Note: Signals is currently in alpha and subject to change before general availability.

As Signals mature, the Kustomer Timeline itself becomes smarter.

It automatically filters history based on relevance.
It highlights key moments and patterns.
It connects past behavior to present risk or opportunity.
It surfaces recommended actions in context.

The burden of interpretation shifts from the rep to the system.

Reps no longer read the story.
The story is presented to them.

What This Unlocks for CX Teams

When intelligence shows up in the moment:

  • Reps spend less time searching and more time connecting.
  • Service becomes proactive instead of reactive.
  • Burnout decreases as chaos is removed.
  • Customers feel understood without repeating themselves.

It also leads to very real, measurable outcomes. Teams see faster resolutions with fewer mistakes, and more consistent tone and accuracy across responses. We see this clearly with customers like APLAZO. As one customer service rep at APLAZO shared:

“I really like Kustomer’s AI for Reps tool. It makes me feel more confident in my work because I have the information I need right when I need it. It has been a tremendous support in improving the quality of my responses and reducing the time it takes to reply, since I no longer waste time searching for information. The tool provides it quickly and easily.”

That confidence matters. When reps feel prepared, customers feel it too. Most importantly, teams can scale service without losing the human touch.

The Intelligent CX Platform

Together, Summaries, Copilot, and Signals form the foundation of Kustomer as the Intelligent CX Platform. Data, channels, orchestration, and AI work together as a single system of action.

This is how unified data becomes unified intelligence.
This is how intelligence creates impact.
And this is how every interaction becomes an opportunity to deliver a better customer experience.

This is CX intelligence at the moment it matters.

Looking Ahead

As we move through 2026, our focus at Kustomer is clear. We are continuing to invest intentionally in Kustomer AI and the evolution of our platform into a more intelligent, context-aware experience. Every roadmap decision we are making is grounded in the same question we have asked since the beginning. How do we help people show up better for customers in the moments that matter?

This year is about turning that vision into reality. Shipping meaningful intelligence. Earning trust through thoughtful design. And building AI that consistently delivers the best customer experiences. We are excited about what is ahead and grateful to our customers who continue to shape this journey with us. More to come.