Introducing Kustomer AI Labs With New Agent Assistance


What does it mean to be a ‘Modern CRM?’

It’s a question we wrestle with everyday at Kustomer, trying to stay ahead of consumer trends and ensure the experience our customers can offer is best-in-class, both in quality and efficiency. We like to think of support agents as everyday heroes, helping customers locate their orders or obtain a different size for that important outfit. Like many heroes, there’s a lot of everyday hustle that makes those big moments come to life, like reviewing documents to get context on customer issues or ensuring panicked questions around product returns are handled with grace. These moments happen hundreds of times every day, over and over again.

For us, being a modern CRM means we have to constantly explore how to continuously invent on behalf of the agents using our platform, lifting up the best parts of the job and reducing the repetitive. With the new advances in large language models (LLMs) we wanted to give you an early preview at what we’ve got in the works, starting with the OpenAI API.

Introducing Kustomer AI Labs

For beta participants, you’ll see a new app in the Kustomer directory called Kustomer AI Labs, available to clients who use the OpenAI API. It’s our love letter to agent productivity and another step in our commitment to maintaining our status as the top-rated modern CRM for customer service. In it, you’ll get the first release of some of our earliest ideas leveraging your use of OpenAI’s API including the following:

AI Text Enhancement – Agents will get a toolkit of one-click actions including the ability to expand short messages to more formal or friendlier responses; and tidying up spelling and grammar.

Conversation Summaries – We’ve regularly heard from customers about the friction that occurs when customer handoffs are made, whether from chatbot to agent, or agent to another agent. The receiving party has to start from scratch, combing through long chat threads to catch up. We’ve added new features to make those transitions easier, leveraging OpenAI to summarize the information, whether it’s in a paragraph or a pithy sentence.

Overall we’re excited about the arrival of LLMs and AI, and we can’t wait to see where else this journey takes us. If you’d like to join the Kustomer AI Labs beta, reach out to your account team for access, we hope you join us for the ride!

What is Kustomer?

Kustomer (part of Meta) is a conversational CRM that integrates with multiple messaging platforms such as SMS, WhatsApp, Facebook Messenger, and more. It allows for businesses to manage all their customer interactions in one place and provide seamless and personalized customer experiences. With powerful AI capabilities, Kustomer is designed to help businesses automate repetitive tasks, increase efficiency, and provide top-notch customer service.

Special thanks to our friends at Kustomer for their insights on this topic.
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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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