Kustomer Harnesses AI To Offer Automated Customer Service Interactions

  • November 7, 2019 at 1:47 PM EST
  • By Bryan Wassel
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Kustomer has introduced KustomerIQ, a tool that embeds AI and machine learning across the Kustomer platform to enhance retailers’ customer service capabilities. KustomerIQ works with the platform’s data, workflow and rules engine to offer automated customer experiences designed to be more personalized and efficient.

Retailers can use their own data to train the tool’s predictive machine learning models, automatically customizing them to address each company’s specific business needs. The models continue to learn and self-tune as more data is added, increasing their predictive accuracy and improving their decision capabilities.

Kustomer IQ brings together a wide breadth of AI models, including natural language processing, predictive analytics, deep learning and multi-dimensional neural network mapping. This combination of features enables a range of capabilities, including:

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  • Queues and Routing: Customers can be routed to the most appropriate customer service agent using conversation classification, agent skills and overall team capacity;
  • Customer Sentiment Analysis: Natural language processing lets the platform read messages between customers and agents and quantify how a customer feels about a brand in real time;
  • Automatic Language Detection: The Kustomer platform can automatically identify the language being used in a conversation and then route the customer to an agent that speaks the language; and
  • Suggested Agent Shortcuts: Agents can receive recommended pre-written responses to help them immediately access the knowledge they need to resolve issues faster.

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