Kustomer launches AI-powered tools to transform customer service efficiency

Kustomer, a prominent name in AI-powered customer service, has introduced two groundbreaking features, Tasks and Skills-Based Routing, aimed at redefining internal workflow management and enhancing the delivery of personalised customer support. These new additions showcase the company’s commitment to equipping businesses with tools that drive efficiency and satisfaction simultaneously.

The Tasks feature empowers teams to organise, assign, and collaborate on tasks seamlessly within the Kustomer platform. By eliminating reliance on external tools, businesses can simplify operations and significantly reduce associated costs. This innovation reflects Kustomer’s focus on improving internal workflow management, enabling teams to focus more effectively on resolving customer issues.

Brad Birnbaum, co-founder and CEO of Kustomer, emphasised the importance of streamlining workflows for delivering exceptional customer experiences. He explained that Tasks provides businesses with the means to align team efforts, automate repetitive processes, and ultimately deliver faster, more personalised customer support.

Revolutionising workflows with Tasks

The Tasks feature offers a range of capabilities tailored to simplify internal workflow management. Teams can assign tasks to specific members or groups, improving clarity and accountability. Built-in communication tools like comments and mentions enable real-time collaboration, ensuring that team members remain aligned on priorities.

Additionally, Tasks integrates Kustomer’s AI-powered customer service capabilities to automate task creation and routing. By analysing customer interactions, the platform assigns tasks to the most suitable team members, minimising manual input and optimising productivity. Since its launch, the feature has rapidly gained traction, with over one million tasks created monthly.

Personalisation through Skills-Based Routing

Complementing Tasks, Kustomer has introduced Skills-Based Routing (SBR), a feature designed to deliver truly personalised customer support. SBR matches customer inquiries with agents who possess the expertise needed to address specific issues. Criteria such as language proficiency, product knowledge, and certifications ensure that customers are connected to the right resources from the outset.

SBR has already facilitated over 1.5 million routed conversations, highlighting its effectiveness in reducing transfers and enhancing first-contact resolution rates. This efficiency translates into faster responses, smoother interactions, and higher satisfaction levels. Businesses leveraging this feature can also adapt it to accommodate team growth, ensuring scalability without compromising quality.

Birnbaum noted that SBR is a game-changer for queue management, allowing organisations to provide high-quality service while managing increasing customer demands. By optimising agent expertise, companies can maximise productivity and improve the overall support experience.

Pioneering AI-powered customer service innovation

Kustomer’s platform combines automation, human expertise, and an intuitive design to offer businesses a cohesive solution for managing customer interactions. The introduction of Tasks and Skills-Based Routing reflects the company’s dedication to advancing AI-powered customer service, delivering tools that enable businesses to optimise operations and focus on delivering exceptional experiences.

By prioritising internal workflow management and fostering personalised customer support, Kustomer has solidified its position as a leader in customer service innovation. These features empower organisations to streamline processes, reduce costs, and enhance satisfaction, proving instrumental in navigating the complexities of modern customer service demands.