Built for CX teams who are done fighting their tools
If you’ve tried to roll out AI on top of Zendesk, this probably feels familiar:
- AI deflection looks inconsistent
- Routing behaves differently than expected
- Reporting doesn’t line up with reality
- Admins spend more time troubleshooting than improving
- And when something breaks, no one’s quite sure why
At some point, the conversation stops being about AI and starts being about trust. This is exactly the moment AI Setup Assistant was built for.
As CX teams race to adopt AI, many struggle not with ambition, but with uncertainty. Conflicting workflows, incomplete data, and unclear guardrails often turn “quick wins” into brittle automations that erode trust with customers and agents alike. Kustomer’s AI Setup Assistant was built for this moment: helping teams configure with clarity, confidence, and control, not guesswork.
The Real Problem with AI on Legacy CX Platforms
While Zendesk is a common example, this pattern shows up anywhere CX systems have grown complex faster than teams can confidently manage them.
Over time, it’s become a patchwork of acquisitions, add-ons, and admin workarounds, each one adding more complexity to routing, permissions, automation, and reporting.
That complexity is mostly invisible… until you layer AI on top of it.
When AI inherits a fragile setup, it doesn’t quietly fail. It produces confident but inconsistent outcomes that:
- Confuse agents
- Frustrate customers
- Undermine leadership trust
- Stall AI adoption entirely
When CX leaders say they’re “done with Zendesk,” what they usually mean is:
- “We don’t trust what will break if we change something”
- “Only one or two people really understand how this works”
- “We need professional services for everything”
- “We can’t confidently expand AI without risking chaos”
That’s not a tooling issue. That’s a setup confidence problem. And it’s one legacy platforms weren’t built to solve. And increasingly, these setup decisions don’t just affect human reps, they determine whether AI agents can operate safely and effectively at all.
For teams experiencing this, the question becomes less about adding more AI, and more about whether the foundation underneath it can be trusted.
Meet AI Setup Assistant
AI Setup Assistant is a new intelligent functionality inside the Kustomer platform designed to help CX teams confidently set up their system, so they can layer AI, automation, or scale confidently.
It’s not another bot. It’s not auto-fix automation.
And it’s definitely not black-box AI.
Instead, it’s built around three principles Zendesk never solved for.
1. A Configuration Intelligence Layer (Not Guesswork)
AI setup assistant understands your CX platform as a system, not a list of settings.
It looks across:
- Automation flows
- Data models
- AI dependencies
And surfaces second- and third-order risk humans can’t easily see.
No more “we didn’t realize that change affected three other things.”
2. A Second Set of Expert Eyes
Instead of relying on:
- Static checklists
- Or expensive PS engagements
AI Setup Assistant reviews your setup and flags:
- Misalignment
- Missing configuration
- Risk that will show up under volume or AI usage
Problems are surfaced before customers or agents feel them, not after.
3. A Confidence Engine for Admins (Not Auto-Fix AI)
AI Setup Assistant never makes changes without your permission. It:
- Explains what’s happening
- Shows why it matters
- Prioritizes what to address
- Keeps humans in control
Admins stay accountable, but they’re no longer operating blind. That’s how trust is rebuilt.
The AI Setup Assistant does not replace human judgment, it accelerates it, keeping CX teams in control of decisions that impact brand voice, escalation strategy, and customer trust.
Why This Is Different from Old School Replatforming
Most AI tools try to work around fragile systems.
Kustomer built AI Setup Assistant to fix the root issue:
lack of confidence in the foundation itself.
Because in a modern CX org:
- AI is only as good as the setup beneath it
- Speed without trust creates more problems
- And leaders won’t invest in AI they don’t understand
Zendesk can’t give you this level of visibility, because it was never designed to.
Kustomer was.
See AI Setup Assistant in Action
If Zendesk has started to feel more like a liability than a platform, you’re not alone.
AI Setup Assistant was built to help teams:
- Reduce setup risk
- Restore admin confidence
- And finally make CX and AI work the way it’s supposed to
This is especially relevant if you’re:
- Expanding AI beyond basic deflection
- Planning a Zendesk replatforming
- Supporting AI agents alongside human reps
- Relying on a small number of admins to manage growing complexity
👉 See AI Setup Assistant in action
(and surface setup risk before it impacts customers, human reps, or AI)
