Kustomer, a leader in AI-driven customer experience solutions, has expanded its AI capabilities with two powerful additions: the Kustomer AI Automation Assistant (now Generally Available) and the Kustomer AI Observability Assistant (currently in Early Access). The new tools are designed to give Customer Experience teams complete visibility into what drives their operations—whether rules, workflow structures, routing logic, or the behavior of AI agents handling real-time conversations.
“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.”
Over years of transformation, many enterprises build up intricate webs of processes and rules that can conflict or become difficult to manage. Meanwhile, AI systems increasingly handle customer interactions where decisions are not always transparent. This combination can lead to operational inefficiencies and rising risk.
Kustomer’s new AI assistants are engineered to remove this opacity:
- The AI Automation Assistant audits deterministic logic—workflows, rules, and routing—to uncover redundancies, contradictions, or areas of logic that never execute.
- The AI Observability Assistant explains non-deterministic AI decisions in clear language, helping teams trace actions, uncover root causes of issues, and enhance performance.
By operating directly within Kustomer’s unified data model, these assistants provide real-time intelligence across both automation and agent behavior—something siloed tools cannot achieve. CX teams are empowered with insight, control, and trust as they expand automation and AI initiatives.
These two additions bring Kustomer’s total to six native AI Assistants, including knowledge management, workflow creation, search, and AI agent workforce orchestration. All are available at no additional cost and require no extra integrations.
Key Features
AI Automation Assistant
- Visual mapping of workflows, rules, routing paths, and queues
- Detection of conflicts, inefficiencies, and dead-end processes
- Clear recommendations for logic clean-up and optimization
- Built on Kustomer’s unified orchestration engine
AI Observability Assistant
- Transparent analysis of AI agent decisions and reasoning
- Identification of faulty instructions or knowledge gaps
- Suggestions for improved accuracy and responsiveness
- Enhanced governance with admin-controlled visibility
With these capabilities, CX leaders can:
- Gain instant clarity into what’s influencing customer outcomes
- Cut manual troubleshooting time dramatically
- Speed up routing, resolution, and onboarding
- Improve AI reliability and customer satisfaction while reducing risk
