Kustomer adds AI resolution reporting and context variables to Concierge

Kustomer added AI reporting and tool inputs to Concierge, according to its fall 2026 product update. Admins can track AI Resolution Rate and Escalation Rate by date and channel. They can also compare CSAT for Concierge-handled conversations with human-only ones.

Context variables are now generally available. Admins add a placeholder to a tool's preset attributes, and Kustomer fills in the customer, conversation or org value before the tool runs. It works with OpenAPI tools, MCP tools and Klass data tools.

Concierge now checks agent size on save and deploy and names the limit reached. Agents that already exceeded the limits were carried over. Teams on AI for Customers 1.0 can convert an existing team into a Concierge automation in Architect. The original team stays untouched, but the converted draft needs review before activation.

What it means

If you use Kustomer. Concierge users can now see AI and human CSAT side by side, and tool calls can pull exact customer, conversation or org values.

What to do. Review any AI for Customers 1.0 team before converting it, and check the Concierge context limit on large agents.

Watch for. Concierge context limits apply on save and deploy, and the source does not give the limit values.