Monday, December 22, 2025
Kustomer, a recognized leader in AI-powered customer experience technology, has strengthened its platform with two major advancements: the Kustomer AI Automation Assistant, now generally available, and the Kustomer AI Observability Assistant, currently in early access. These new capabilities aim to give Customer Experience (CX) teams complete transparency into the mechanics behind their operations—from workflows and routing logic to automated rules and the real-time decisions made by AI agents.
“As automation becomes more advanced and AI plays a larger role in CX, organizations need smarter tools to govern that growing complexity,” said Jeremy Suriel, CTO at Kustomer. “These assistants instantly analyze automation systems, detect issues, and highlight opportunities for improvement—delivering more value as businesses scale.”
As businesses evolve, they often accumulate a mix of complex rules, layered workflows, and operational processes that can conflict or become harder to manage over time. At the same time, AI-driven systems are increasingly responsible for handling customer interactions, but the logic behind their decisions is not always visible. Together, these challenges can create inefficiencies, increase operational risk, and obscure the factors influencing customer outcomes.
Designed to eliminate this lack of clarity, Kustomer’s new AI assistants offer deep visibility into automation and AI performance.
The AI Automation Assistant analyzes structured, deterministic logic—including workflows, rules, and routing paths—to uncover inconsistencies, redundant processes, or logic sequences that never activate. This gives teams a clear roadmap for optimization and cleaner operational design.
Meanwhile, the AI Observability Assistant provides understandable explanations for the actions taken by AI agents, translating complex non-deterministic decision-making into clear, actionable insights. By helping teams identify root causes of issues, detect errors, and correct knowledge gaps, it supports stronger governance and improved AI accuracy.
Both assistants operate within Kustomer’s unified data model, allowing them to deliver real-time intelligence across automation layers and agent interactions. This unified visibility is something that siloed or disconnected tools cannot deliver, empowering CX teams with control, transparency, and confidence as they scale AI adoption.
With these additions, Kustomer now offers a total of six native AI assistants, which also include tools for knowledge management, workflow generation, enhanced search, and AI agent workforce coordination. All assistants are included at no extra cost and do not require additional integrations, making the platform even more accessible to organizations of all sizes.
Visual maps of workflows, rules, queues, and routing paths
Detection of conflicting logic, inefficiencies, or inactive processes
Actionable recommendations for optimization
Built into Kustomer’s unified orchestration engine
Clear explanations of AI agent behavior and decisions
Identification of incorrect instructions or missing knowledge
Suggestions to enhance responsiveness and accuracy
Admin-governed transparency and visibility
With these tools, CX leaders can dramatically reduce manual troubleshooting time, improve routing and resolution speed, enhance AI reliability, and boost overall customer satisfaction—while minimizing operational risk.
To join our expert panel discussions, reach out to info@intentamplify.com
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