
Kustomer, a leader in AI-driven customer service, has introduced two innovative features aimed at improving workflow management and enhancing customer support: Tasks and Skills-Based Routing (SBR). These additions to the Kustomer platform enable teams to streamline their operations and provide quicker, more personalized service by ensuring the right agents are handling the right tasks and inquiries.
Tasks allows businesses to organize, assign, and track internal work within the Kustomer platform, eliminating the need for third-party integrations. This feature is especially useful for managing tasks that require input from multiple departments, such as billing or claims. By centralizing workflows within Kustomer, companies can save on integration costs while keeping teams aligned and focused on resolving customer issues. Since its launch, Kustomer has seen significant adoption, with nearly one million monthly tasks being created. This feature is available in Kustomer’s Enterprise, Ultimate, Professional AI, Enterprise AI, and Ultimate AI plans.
Brad Birnbaum, co-founder and CEO of Kustomer, highlighted the importance of efficient internal workflows in delivering exceptional customer service. “With Tasks, our customers can streamline operations and keep teams focused on resolving customer issues, all within one platform,” he said.
Key Features of Tasks include:
- Seamless Assignments: Easily assign tasks to users or teams.
- Real-Time Collaboration: Use comments and @-mentions to enhance team communication.
- Task Tracking and Reminders: Set deadlines and track progress to ensure timely completion.
- AI-Driven Task Management: Kustomer’s AI agents automate task creation based on customer interactions, directing tasks to the right team member.
The second feature, Skills-Based Routing (SBR), is designed to route customer inquiries to the most qualified agent based on their expertise. Whether the inquiry requires a specific language, product knowledge, or certification, SBR ensures that each customer is matched with an agent best suited to resolve their issue. This feature has already processed over 1.5 million routed conversations, significantly improving queue management and customer satisfaction. Available in Kustomer’s Ultimate and Ultimate AI plans, SBR reduces handling time by minimizing unnecessary transfers and improving first-contact resolution.
Benefits of Skills-Based Routing include:
- Faster Resolutions: Reduces transfers and improves first-contact resolution.
- Higher Customer Satisfaction: Personalized routing leads to smoother and quicker interactions.
- Efficient Use of Agent Expertise: Agents focus on inquiries that match their skills, leading to increased productivity.
By combining Tasks and Skills-Based Routing, Kustomer provides businesses with powerful tools to enhance internal workflows, optimize support efficiency, and leverage the expertise of their agents. These features help create a more seamless and effective customer support experience.
Kustomer continues to push the boundaries of customer service technology, empowering organizations to optimize their support operations and transform customer service from a business expense into a strategic advantage. With integrated AI and a flexible pricing model, Kustomer ensures that businesses can scale and adapt as their needs evolve.
About Kustomer: Kustomer is an AI-powered customer service platform that revolutionizes how businesses deliver customer experiences. By combining automation, human expertise, and CRM capabilities, Kustomer enables organizations to offer personalized, seamless support across all channels. The platform simplifies customer service management and supports businesses in optimizing their operations. Learn more at www.kustomer.com.