NEW YORK--(BUSINESS WIRE)--Kustomer, the leader in AI-powered customer service, today announced two powerful new features, Tasks and Skills-Based Routing, designed to enhance internal workflow management and deliver faster, more personalized customer support. With these additions, Kustomer enhances its platform by enabling teams to efficiently handle internal tasks and match customers with the agents best suited to meet their specific needs.
Kustomer Tasks enables teams to organize, assign and collaborate on internal work directly within the Kustomer platform. With Tasks, agents can efficiently manage work that requires input from other teams, like billing or claims, without leaving the dashboard. By eliminating the need for third-party tools to connect web apps and services, customers can significantly reduce costs associated with integrations. Designed with seamless integration, Tasks works alongside Kustomer’s AI-powered agents to automate and assign tasks, reducing manual effort while keeping agents aligned. Since launch Kustomer is trending towards creating over one million monthly tasks as adoption continues to grow. This feature is included in Kustomer’s Enterprise, Ultimate, Professional AI, Enterprise AI and Ultimate AI plans.
“At Kustomer, we understand that delivering great customer service starts with efficient internal workflows,” said Brad Birnbaum, co-founder and CEO, Kustomer. “With Tasks, our customers can streamline operations and keep teams focused on resolving customer issues, all within one platform.”
Key Features of Tasks: Tasks supports flexible, customizable workflows that improve collaboration and help teams stay organized, making it easier for them to meet customer needs without missing a beat.
- Seamless Assignments: Assign tasks to specific users or teams with ease.
- Real-Time Collaboration: Use comments and @-mentions to enhance internal communication.
- Task Tracking and Reminders: Set due dates and track progress to ensure timely task completion.
- AI-Driven Task Management: Kustomer’s AI Agents automate task creation based on customer interactions, routing tasks to the right team member quickly.
Kustomer’s Skills-Based Routing (SBR) feature matches customer inquiries with agents who have the right expertise, whether it’s a language requirement, product knowledge or a specific certification. Included in our Ultimate and Ultimate AI plans, SBR reduces handling time and enhances the customer experience by routing inquiries to the most qualified agent.
“So far, we’ve routed more than 1.5 million conversations using Skills-Based Routing, making it a true game-changer for queue management,” Birnbaum added. “It allows us to provide our top customers with the best agents available, ensuring quick, high-quality service.”
Benefits of Skills-Based Routing: Skills-Based Routing adapts to team growth, allowing companies to continually optimize support efficiency and maintain high satisfaction levels.
- Faster Resolutions: Reduces transfers and increases first-contact resolution.
- Higher Customer Satisfaction: Personalized routing ensures smoother interactions and faster answers.
- Efficient Use of Agent Expertise: Agents focus on inquiries suited to their skills, boosting productivity.
With Tasks and Skills-Based Routing, Kustomer continues to drive innovation in customer service technology, equipping organizations with tools that streamline operations, enhance customer support, and maximize agent expertise.
About Kustomer
Kustomer is the first AI-native customer service platform, designed to revolutionize how businesses deliver customer experiences. Combining AI-powered automation, human expertise, and a connected CRM, Kustomer empowers organizations to provide effortless, personalized support across all channels. With integrated AI capabilities and a pay-for-what-you-use pricing model, Kustomer simplifies customer service management, making it easy to scale and optimize operations. Leading the way in AI-driven customer experience, Kustomer is dedicated to helping customer service organizations transform from a business cost to business opportunity. Learn more at www.kustomer.com.