This is a guest post by Kustomer’s Senior Software & Machine Learning Engineer, Ian Lantzy, and AWS team Umesh Kalaspurkar, Prasad Shetty, and Jonathan Greifenberger.
In Kustomer’s own words, “Kustomer is the omnichannel SaaS CRM platform reimagining enterprise customer service to deliver standout experiences. Built with intelligent automation, we scale to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent, and personalized service and support through a single timeline view.”
Kustomer wanted the ability to rapidly analyze large volumes of support communications for their business customers — customer experience and service organizations — and automate discovery of information such as the end-customer’s intent, customer service issue, and other relevant insights related to the consumer. Understanding these characteristics can help CX organizations manage thousands of in-bound support emails by automatically classifying and categorizing the content. Kustomer leverages