Kustomer is an AI-powered customer service platform founded in 2015 that consolidates customer conversations, data, and interactions into a single unified timeline. This architecture allows support teams to access complete customer context rather than viewing isolated support requests, addressing a fundamental fragmentation problem in customer service operations.
The platform's core capabilities centre on AI-native tools designed to handle two complementary needs. AI agents manage routine inquiries automatically, reducing volume handled by human representatives. AI assistants help individual agents find answers faster by surfacing relevant information and suggested responses. Automated workflows handle repetitive tasks that would otherwise consume agent time.
Kustomer serves customers across diverse sectors including food services, entertainment, and travel. Notable users include Sweetgreen, Starz, and Hopper. The company was founded by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and maintains what it describes as a founder-led approach to product development.
