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Velocity3.8

CRM platform for customer service teams

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Signals GA crowns a months-long AI buildout from observability to in-conversation guidance.

ai-for-cxsignalsai-observabilityai-translationsai-agentscontact-center
◆Current state
Kustomer is mid-execution on a wide AI buildout for the contact center. March's monthly bundle alone delivered Signals GA (real-time intelligence layer that prioritizes rep attention), AIR Copilot Observability with 90-day trace history, AI Typeahead in EAP for the timeline editor, an Admin API for programmatic AI summary retrieval, and a redesigned two-way translation UX. February brought Two-Way Translations on AWS Nova models. January shipped AI Observability Assistant GA. Earlier monthly notes (Dec, Nov, Oct) include Guru as an AI knowledge source, Data Explorer for natural-language analysis, and the AI Assistants suite GA.
◆Where it's heading
The product has been running on a single arc for many months: turn AI features from experimental adds-ons into governed, observable, GA components of a full agent-and-rep stack. Signals is the latest layer — moving from "AI suggests" to "AI prioritizes attention." Observability is being treated as a first-class concern (Copilot trace history, AI Observability Assistant), which signals enterprise customers asking hard questions about AI reliability.
◆Prediction
Expect Signals to push deeper into the workflow — automatic next-best-action recommendations linked to detected signals, and prioritization that drives queue routing not just attention. AI Typeahead will likely graduate to GA, and the Admin API for AI summaries will extend to other AI-generated artifacts (transcripts, classifications).

◆Recent moves

  1. 2mo 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. 2mo 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. 2mo 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. 2mo 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. 3mo 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. 3mo 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 ↗