Kustomer announces that it is named a winner in the Business Intelligences’ Artificial Intelligence Excellence Awards program. The company’s top-rated customer service CRM platform leverages AI extensively to help industry-leading businesses orchestrate unified, on-demand experiences that create customers for life.
‘Customer service organisations played a pivotal role during the pandemic as they became a lifeline for customers dealing with uncertainty. Our AI-powered platform also became a lifeline for businesses, helping them keep up with customer concerns and prevent issues before they arose’, said Brad Birnbaum, founder and CEO, Kustomer. ‘I am incredibly proud that our team is being recognised by Business Intelligence Group for our innovation and ability to deliver tools that our customers need’.
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By leveraging AI and robotic process automation throughout its platform, Kustomer enables businesses to scale their operations, deflecting common issues, providing real-time request resolution, eliminating manual triage, and automating support workflows. Specifically:
- AI-Powered Bots: Deliver frictionless self-service and automate end-to-end workflows with built-in, customisable bots that seamlessly integrate with CRM data
- Automatic Intent Detection: Eliminate the overhead associated with manual triage using AI to detect intent and trigger relevant workflows and actions
- Agent Suggestions: Improve agent productivity by using machine learning to predict responses and actions that can quickly be applied to a conversation
- Sentiment Analysis: Delivers real-time feedback on customer sentiment and customised experiences to delight customers
- Language Detection: Automatically detect the language in conversations to instantly localise experience or route to native-speaking agents
Kustomer IQ, the company’s artificial intelligence engine, uses AI to automatically resolve high-frequency customer service questions and eliminate time-consuming tasks. This allows customer service teams to focus on relationship building and resolving more complex issues, saving valuable time and resources. The company’s users found this particularly important during the pandemic when customer service agents were being asked to do more with less from remote, distributed locations.
