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Velocity0.0

CRM platform for customer service teams

www.kustomer.com ↗

Kustomer is layering intelligence on the agent desktop, one monthly release at a time.

ai-agentsobservabilityknowledge-sourcesmonthly-releasescustomer-data
◆Current state
Kustomer ships a dated monthly digest and the current window runs from November 2025 to March 2026: natural-language Data Explorer, Guru wired in as an AI Agent knowledge source, an AI Observability Assistant to GA, two-way translation on AWS Nova, and in March the GA of Signals, a layer that continuously reads customer behaviour and conversation history. The undated rows add a May release whose substance is sorting searches by custom attributes.
◆Where it's heading
The pattern is consistent: every month adds either a place the AI can read from or a place a supervisor can watch it. Knowledge sources, observability and Signals together describe a support platform where the agent-facing AI is assumed and the remaining work is grounding it in the org's own data and proving what it did. The pace of directional releases has slowed since March, with May's note reading as housekeeping.
◆Prediction
Signals is the piece with room to grow — expect it to move from surfacing intelligence to triggering workflows, with the observability tooling extended to cover those automated actions.

◆Recent moves

  1. 3mo ago

    March 2026 — Signals GA, observability depth, AI typeahead

    ⚡ SPARK

    March release notes — headlined by Signals GA for AI for Reps, plus AIR Copilot 90-day trace history, AI Typeahead EAP, programmatic AI summary access via Admin API, IVR Fallback configurations GA, and a redesigned two-way translation UX. Signals shifts the AI assist pattern from suggestion to attention prioritization.

    View source ↗
  2. 4mo ago

    February 2026 — Two-way translations on AWS Nova

    February release notes covering the Two-Way Translations switch to AWS Nova models for outbound rep messages. Quality and language-coverage improvement for translated CX, sitting underneath the broader AI buildout.

    View source ↗
  3. 4mo ago

    Index page: 2026 release notes

    2026 Release Notes index page — categorized landing for the year's monthly notes. Duplicates the March 2026 content surfaced through the index path.

    View source ↗
  4. 4mo ago

    January 2026 — AI Observability Assistant GA

    January release notes lead with AI Observability Assistant GA — turning AI Agents from a black box into a measurable, transparent surface. Foundational for the observability theme that the March release deepens.

    View source ↗
  5. 4mo ago

    December 2025 — Guru as AI Agent knowledge source

    December 2025 release notes — Guru is wired in as a knowledge source for AI Agents, expanding the document corpus AI Agents can answer from. Knowledge-source breadth ships alongside the broader AI Agents push.

    View source ↗
  6. 4mo ago

    November 2025 — Data Explorer (natural-language analysis)

    November 2025 release notes feature Data Explorer — a natural-language analysis workspace running validated queries on Kustomer data. Adds an analyst-style surface that complements the conversation-side AI work.

    View source ↗