AI has moved from experimentation to execution, but execution is where most teams get stuck. The challenge isn’t access to AI models. It’s trust, readiness, and control. Customer experience teams need platforms that turn intelligence into action without introducing risk, guesswork, or fragility.
With the Winter 2025 Product Releases, Kustomer introduces a new wave of AI-native capabilities designed to help teams move faster, work smarter, and deliver more human customer interactions at scale. Our Winter releases build on a simple idea: AI should be the operating system for CX, not a bolt-on feature. Every new capability announced this winter is deeply embedded in Kustomer’s unified data model and Agentic AI Engine, so insights lead directly to action.
AI as the Operating System for Modern CX
Traditional CX platforms struggle with fragmented data, brittle workflows, and rising operational costs. When AI is layered on top of disconnected systems, results are inconsistent and difficult to scale. When AI is bolted onto fragmented CX stacks, teams see the same problems repeat: hallucinated answers, brittle workflows, unclear ownership, and automation that breaks silently. The result isn’t scale, it’s risk.
Kustomer takes a different approach. As the Intelligent CX Platform, Kustomer combines unified customer and interaction data, omnichannel orchestration, and an Agentic AI Engine to deliver context, cohesion, and confidence across every interaction.
The result is AI that works with your existing teams and workflows, without requiring specialized expertise.
Data Explorer: Ask. Analyze. Act.
Insights shouldn’t sit in dashboards; they should drive decisions. Data Explorer makes advanced analysis accessible to every CX leader, no SQL or analysts required.
Using natural language, teams can ask complex questions about performance, staffing, and trends, and receive proactive recommendations, visualizations, and clear explanations of why changes are happening. What once took hours or days now happens in minutes, empowering leaders to move from question to insight to action faster than ever.
Intelligence with Guardrails: AI Assistants Built for Real Operations
Kustomer’s AI Assistants aren’t general-purpose copilots. They’re purpose-built operators, each designed to solve a specific operational problem that emerges once AI moves into production: governance, reliability, accuracy, and scale.
This winter, Kustomer expanded its AI assistant suite, bringing intelligence directly into the tools teams use every day. Seven AI-powered assistants are now built into the platform to remove friction and accelerate execution:
- AI workflow assistant: Design and launch workflows instantly with guided, step-by-step support, reducing manual work and dependence on IT.
- AI search assistant: Find anything and analyze everything using natural language queries, with faster access to customers, conversations, and insights.
- AI Agent team assistant: Design and manage specialized, scoped AI agents with clear responsibilities, guardrails, and auditability, so teams can scale automation without losing control.
- AI knowledge base assistant: Improve AI accuracy by continuously fixing the content your end users, reps and AI rely on, so every answer is grounded, current, and on-brand.
- AI automation assistant: Identify conflicting rules, brittle logic, and hidden race conditions before they impact customers.
Together, these assistants ensure intelligence is available everywhere work happens, not locked behind complex tools or technical expertise.
AI for Reps: Faster, Smarter, More Human
AI should amplify human agents, not replace them. AI for Reps delivers real-time support directly within the agent experience, helping teams resolve issues faster while maintaining a human touch.
New capabilities include higher-quality suggested responses and next steps, smarter AI-generated summaries with instant customer context, visible reasoning behind AI outputs, and workflow automation powered by existing shortcuts. Agents shift from executing every step to supervising AI, stepping in precisely where judgment, empathy, or complexity demands a human.
Platform Innovations That Extend AI’s Impact
The Winter 2025 release also introduces platform enhancements that expand flexibility, security, and ecosystem connectivity:
- MCP Server: An open standard that connects Kustomer data with external AI tools—eliminating complex integrations and context switching.
- PCI Redaction: Automatically detect and redact sensitive payment data across chat, email, and voice transcripts to support compliance and trust.
- Sandbox Management: Spin up and manage sandboxes in minutes to test changes safely and accelerate rollout cycles.
- Guru Integration: Enrich AI Agents for Customers and Reps with external knowledge sources for deeper, more accurate responses.
- TikTok Shop Integration (Beta): Support TikTok Shop customer messaging directly in Kustomer while meeting channel-specific SLAs.
These enhancements ensure AI innovation scales securely across teams and channels.
A Breakthrough Year of Momentum
At Kustomer we believe scaling AI in CX requires more than deployment, it requires visibility. Teams need to understand why AI made a decision, what data it used, and how to fix issues quickly when things go wrong. The next phase of AI in CX won’t be defined by how fast teams adopt, but by how confidently they scale. That is why we have been and will continue to build the most intelligent CX platform.
As we enter Winter 2025, we cap off a year of rapid innovation, with more than 100 enhancements delivered across AI Agents, Assistants, Platform, Governance, and Omnichannel support. From expanded mobile SDKs and voice capabilities to new governance controls and observability tools, Kustomer continues to advance AI-native CX that is enterprise-grade, governed and deserving of your trust.
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 Spring 2026 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 March 2026.
