Kustomer launched Conversation Intelligence and AI QA, two tools that analyze support conversations automatically. Kustomer built both on its AI Attributes and unified customer data, not as a separate layer.
Conversation Intelligence classifies, scores and extracts information from every conversation. The source's example is a chat that starts as an order status check and becomes a late shipment issue. The output is reportable, searchable and usable in workflows and routing.
AI QA reviews conversations automatically instead of relying on manual sampling. Kustomer says most teams can review only a few conversations per agent each week. The post does not state pricing, plan access or rollout dates.