Kustomer came up with Kustomer Architect, a fresh structure that can assist brands in dealing with their AI change and at the same time, enhancing the level of satisfaction, loyalty, and retention of customers. Besides these benefits, the new system also contributes to making the operation more efficient and supports the growth of revenues. The announcement is one more proof of Kustomer’s AI-native direction which is based on customer data workflows automation, conversation history, knowledge, and human agents all being integrated into a single customer experience platform.
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Instead of putting the entire focus on traditional support metrics like ticket resolution and handle time, Kustomer is looking forward to enabling businesses to create customer experiences that are not just outcome-driven but also focused on building loyalty and growing in the long run.“AI in customer service has been measured by the wrong standard,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Did the bot resolve the ticket? Did the handle time go down? Those metrics tell you almost nothing about whether AI is making the business better, whether customers are more satisfied, more loyal, more likely to come back. We have been deploying AI to close interactions when we should be deploying it to open relationships.”