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Kustomer Introduces AI Assistants to Effortlessly Build and Evolve Complex CX Logic

via Business Wire

New AI automation and observability assistants give CX teams instant clarity into their workflows and AI behavior– turning complex logic into actionable, explainable insights.

Kustomer, the AI-native customer experience platform, today announced two new additions to its growing AI Assistants family: the Kustomer AI automation assistant (now Generally Available) and the Kustomer AI observability assistant (now in Early Access). These tools help CX teams gain immediate clarity into what is powering their customer experience, from workflows, rules, and routing logic to the behavior of AI agents in live interactions.

"As automation strategies mature and AI adoption accelerates, teams need intelligent tooling to manage increasing complexity,” said Jeremy Suriel, Chief Technology Officer, Kustomer. “This assistant analyzes your entire automation setup in seconds, detecting conflicts, surfacing optimization opportunities, and helping maintain best practices. It's the kind of AI capability that becomes more valuable as you scale."

These assistants address long-standing challenges for CX leaders. Over time, organizations accumulate layers of conflicting workflows, overlapping rules, and undocumented logic. At the same time, AI agents are taking on more customer-facing responsibilities, yet their decisions are often difficult to explain or troubleshoot. The result is uncertainty, manual work, and operational risk.

Kustomer’s new assistants remove this guesswork. The Kustomer AI automation assistant reviews all deterministic logic including workflows, rules, and routing paths and flags redundancies, contradictions, and unreachable logic. The Kustomer AI observability assistant focuses on non-deterministic behavior, analyzing AI agent execution traces and providing plain language explanations of what happened, why it happened, and how to improve performance.

Because these AI Assistants are built directly into Kustomer’s unified data model and orchestration engine, they are able to provide real-time insights across the entire customer experience, from workflows and automations to agent behavior and customer interactions. This embedded architecture gives CX leaders an advantage that standalone tools cannot replicate: a connected view of their operation paired with clear, actionable guidance that turns complexity into control.

Together, Kustomer’s newest Automation and Observability capabilities give CX teams the visibility, trust, and operational control needed to scale automation and AI with confidence.

With these launches, Kustomer now offers a total of six AI Assistants, all built natively into the platform:

  • AI automation assistant: CX your way. Analyze and optimize every workflow, rule, queue, and route flow.
  • AI observability assistant: Reviews post-deployment execution traces and identifies error root causes for fast, reliable AI debugging.
  • AI knowledge base assistant: transform your old KB into a living, self-improving knowledge layer giving context to customers and agents (AI and human).
  • AI Agent team assistant: Stop managing a thousand tickets. Start managing one intelligent AI org chart.
  • AI workflow assistant: Workflows that build themselves, powered by AI.
  • AI search assistant: All your data. Now powered by conversational AI.

Kustomer continues to expand its AI-native platform by introducing intelligence into every layer of CX, from design and automation to execution and analysis.

All AI assistants are available to customers at no extra charge and operate natively within the platform, eliminating the need for additional integrations or third-party tools.

Key capabilities of the AI automation assistant include:

  • Cross‑product automation analysis – Map the workflows, business rules, routing paths, and queue logic that power your CX, so leaders can see exactly what’s running and why.
  • Conflict and redundancy detection – Surface contradictions, unreachable paths, dead ends, drift, and logic that will never run.
  • Actionable clean‑up recommendations – Identify bloat and inconsistencies and suggest concrete fixes to simplify logic and reduce routing failures.
  • Unified, AI‑native foundation – Operates on Kustomer’s unified data model and orchestration engine for a holistic view across products and teams.

Key capabilities of the AI observability assistant include:

  • Agent trace analysis – Summarize what an AI agent did (reasoning, decisions, tool calls, knowledge sources) in clear, everyday language.
  • Root‑cause identification – Pinpoint issues like bad tool calls, ambiguous instructions, missing context, or incorrect knowledge selection.
  • Recommended next steps – Provide practical fixes to improve accuracy and consistency before issues become customer‑visible.
  • Built for safety and control – Admins‑only visibility spanning AI for Reps and AI Agents for Customers to strengthen governance and reduce operational risk.

With these assistants, CX leaders can:

  • Gain instant visibility into what’s driving customer outcomes across deterministic automations and AI behavior.
  • Reduce hours of manual rules mining and AI debugging to minutes with guided, actionable recommendations.
  • Improve routing accuracy, speed up issue resolution, and onboard admins faster with clear maps of “what fires when.”
  • Increase AI accuracy and consistency while lowering operational risk, improving CSAT, and reducing handle time.

Availability

The Kustomer AI automation assistant is available today for all Kustomer customers as of this announcement. The Kustomer AI observability assistant is available in Early Access starting today for select customers; interested customers can contact their Kustomer representative to join the EA program. No separate implementation is required; admins can access the assistants directly within the Kustomer platform to analyze automations, review agent traces, and apply recommended fixes immediately.

What’s next

Kustomer is building toward fully AI‑native CX where automation and AI improve continuously with humans in control. Coming soon: an AI setup assistant to simplify configuration and reduce early‑deployment errors.

About Kustomer

Kustomer is an AI‑native customer experience platform that helps brands deliver faster, more personalized support at scale. Built on a unified data model that connects customers, conversations, and workflows, Kustomer gives teams a complete view of every interaction and the tools to automate what’s repetitive, surface what matters, and act in the moment. Leading brands use Kustomer to power omnichannel support, intelligent routing, AI assistants, and now AI‑native automation analysis and observability.

To learn more, visit kustomer.com.

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