Every quarter, we host our Kustomer Quarterly webinar to review all of the new product features and enhancements we’ve released in that current quarter to help our customers deliver exceptional customer experiences. During this webinar, our product experts break down the latest product updates, why they matter, and how they move us closer to our vision of AI-powered, human-first support. This year is already shaping up to be a big year with more than 75 new features released already.
Couldn’t join us live? Catch the Summer 2025 Release recap on-demand!
This fall, we’re taking a big step forward in our vision of the Agentic Platform for CX, a unified system where humans, data, and AI work together to deliver faster, more personalized, and more consistent customer service.
From powerful AI updates to new platform integrations, this release is packed with features designed to help you scale without adding complexity. Let’s dive in.
The Agentic Platform for CX
At the center of this release is our Agentic Platform, the foundation for everything we’re building at Kustomer. By combining AI agents, human agents, data, and workflows in a single system, the platform empowers teams to deliver consistent, personalized, and efficient support at scale.
The platform includes AI Agents for Customers, which provide always-on, human-like support across every channel; AI Agents for Reps, copilots that help every agent work faster and smarter; and AI Agent Studio, the place where you design, test, and optimize your AI teams. All of this is connected with workflows, CRM data, integrations, and enterprise-grade security to ensure your customer experience is not only intelligent but also reliable.
AI Agent Studio: Build Smarter, Faster
AI Agent Studio continues to be the heart of how you create and manage your AI teams. This fall, we’ve added powerful enhancements that make building and refining agents faster and more secure.
With OAuth 2.0 support, you can now connect AI agents to external APIs without ever exposing sensitive credentials, ensuring your data stays safe. We’ve also expanded the web crawler, making it easy to import entire websites or even a Zendesk Help Center in just a few clicks, no more adding URLs one by one.
To simplify setup, we’ve introduced prebuilt personas and guided prompts. These out-of-the-box agents work right away for common industry scenarios, and you can fine-tune them to your unique needs. And with automated evaluations (evals), you can instantly test and score agent performance without spending hours on manual QA. Finally, we’ve added customer abandonment handling, so your AI agents can proactively follow up, reroute, or escalate when a conversation stalls. Together, these updates give you more speed, control, and confidence when deploying AI.
AI Agents for Reps: Your Always-On Copilot
This fall’s updates make AI Agents for Reps an even more powerful resource for your team.
Agents can now take advantage of two-way translations, allowing them to communicate with customers in their preferred language instantly and without switching tools. This eliminates the need for copy-pasting into external translators and ensures conversations stay accurate and professional, no matter the language.
For teams supporting multiple brands, multi-brand support brings context, shortcuts, and conversation summaries into a single copilot. Reps can easily switch between brands without juggling multiple systems, saving time while ensuring every customer interaction feels on-brand.
AI Agents for Customers: End-to-End Service
AI Agents for Customers deliver 24/7, human-like support across voice, chat, SMS, email, and social messengers. This release brings major improvements to how these agents serve your customers and collaborate with your human team.
We’ve introduced new reporting metrics to better capture AI’s impact. AI Resolution Rate and AI Support Rate show not just how often AI fully resolves conversations end-to-end, but also how often AI helps move a case forward before handing it off to a human. Together, these metrics give you a fuller picture of the impact your AI agents are driving. Finally, for ecommerce teams, our expanded partnership with Shopify brings a brand-new Shopify Search Orders tool. Agents can now access detailed order data, including line items, metafields, and full order history, without leaving Kustomer. This means faster, more accurate answers for your customers and less time spent switching between systems.
Platform Updates: Stronger, Smarter, More Secure
Beyond AI agents, we’ve made key improvements across the platform to enhance performance, reporting, and integrations.
We’ve expanded business hours-aware logic, making it easier to manage after-hours requests. You can now set up custom routing and messaging so customers always know what to expect, even when human agents aren’t available.
For greater transparency, audit logs now provide detailed visibility into why routing decisions were made, helping you quickly troubleshoot and optimize workflows.
On the integration front, our new Outlook integration lets you sync Outlook emails directly into the Kustomer timeline, alongside Gmail and Postmark, so every conversation is centralized in one view.
And finally, voice reporting enhancements bring deeper visibility into talk times, queue activity, missed calls, and outbound performance. These insights help managers identify top performers, coaching opportunities, and overall efficiency across voice channels.
Explore More in the Release Notes
For a full list of updates and enhancements from this quarter, check out our detailed release notes:
Looking Forward
As we plan for our Fall 2025 release webinar, we look forward to highlighting new features that provide a smarter and more efficient way to service your customers. Stay tuned for our next Kustomer Quarterly in December.
