Kustomer AI features and pricing (October 2026)

Kustomer is a customer service platform with a built-in CRM that shows each customer's full history on one timeline. Its AI agents answer requests on their own or support human reps during the conversation.

The platform combines a customer data model, omnichannel messaging for chat, email, SMS, voice, WhatsApp and social channels, no-code workflows, reporting and a knowledge base with internal and public articles. Conversations are organized around the customer rather than the ticket, so reps see orders, past contacts and custom objects in one place. Voice, SMS, transcription and WhatsApp are billed pay as you go.

Kustomer was founded in 2015 by Brad Birnbaum and Jeremy Suriel, who earlier built Assistly, which Salesforce turned into Desk.com. The privacy notice names Kustomer, LLC in Short Hills, New Jersey. The vendor reports more than 600 B2C and B2B companies as customers. Prices are quoted individually, which suits support teams with a planned rollout.

• Resolves requests end to endConcierge is the customer-facing AI agent for chat, email, SMS, WhatsApp and voice. It uses the customer timeline with purchase history, past conversations and loyalty status to answer and resolve requests. When it hands over to a person, it passes on the context, so reps do not have to ask again.
• Drafts replies and summaries for repsEnvoy works next to human reps inside the conversation. It suggests replies that reps review and send, surfaces knowledge base articles and policies, shows customer sentiment, writes end-of-conversation summaries and updates records, tags and follow-up tasks. Reps spend less time on searching and documentation.
• Builds AI agents without codeArchitect is the workspace for designing, testing and improving the AI agent without a developer. Teams set up workflows and knowledge without code, and observability features show why the agent made a decision. Support operations can adjust the agent themselves without waiting for engineering.
• Answers questions about support dataData Explorer lets teams ask questions about their customer service data in natural language. It returns insights, trends and recommendations and can turn results into reports that are shared across the company. Managers get answers without building each report by hand.

• Built on its own CRM data model, so every conversation sits on one customer timeline with custom objects and attributes.
• The pricing page lists SOC 2, ISO 27001, ISO 27701 and ISO/IEC 42001, with a HIPAA-enabled subscription as a paid add-on.
• No public list prices: the pricing page offers an ROI calculator, and voice, SMS, transcription and WhatsApp are billed pay as you go.

Kustomer, LLC lists an address in Short Hills, New Jersey, in its privacy notice and reports more than 600 B2C and B2B companies as customers.

Kustomer does not publish prices, so ask for a quote that separates the platform fee, AI usage and pay-as-you-go channels such as voice and WhatsApp. At our check in September 2026, hosting regions and the subprocessor list sat behind a JavaScript trust portal; request both in writing together with a data processing agreement. If you handle health data, budget for the HIPAA-enabled subscription.

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