New AI capabilities address the critical gap in CX by transforming previously unmeasured customer conversations into structured, actionable insights, redefining CX measurement and operational efficiency.
Kustomer, the AI-native customer experience platform, announced the launch of Conversation Intelligence and AI QA. These two new, native capabilities, built on top of AI Attributes, give customer experience (CX) leaders greater visibility into every customer conversation, moving beyond sample-based analysis to empower data-driven decisions that enhance customer retention, reduce operational costs, and prove CX team impact.
Conversation Intelligence is the type of AI Attribute that evaluates conversations, turning unstructured information into structured data through Classifiers, which sort conversations into labels a business defines; Scores, which evaluate a conversation against a weighted rubric and return a numeric score with a rationale; and Extractors, which pull out or summarize information based on natural-language instructions.
Brad Birnbaum, CEO & Co-Founder at Kustomer: “Most CX teams are making six-figure staffing and strategy calls off the two or three percent of customers who answer a survey. The rest goes unmeasured. Conversation Intelligence and AI QA look at every conversation and show their work on every score, so leaders can coach against it and stand behind it. Both are built into the platform our customers already run on, so what we learn goes straight back into the data foundation behind their operations, not into a report nobody has time to read.”
Every CX leader is trying to do three things at once: keep customers longer, spend less doing it, and prove the team’s value to the rest of the business. All three depend on knowing what’s actually happening in customer conversations at scale in time to act on it. Most teams can’t get there because no human can review 100% of the work, so organizations end up managing retention, cost, and their own performance off samples, surveys, and guesswork. By the time any of this surfaces in a report, the moment to fix it has already passed.
Conversation Intelligence and AI QA close that gap by feeding every conversation back into Kustomer’s unified data model. Conversation Intelligence turns every conversation into a structured data point that feeds automated routing and workflows in real time, replacing sample-based guessing with a signal that triggers action on its own. AI QA scores every conversation against criteria the business defines, with adjustable weights and auto-fail logic for anything non-negotiable, and shows the reasoning behind every score so leaders can coach against it and defend it to the business.
