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Kustomer

Kustomer combines a customer-support platform with customer-facing Concierge AI and configurable AI automations using customer context. [1][8]

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Document-based record. Not independently product-tested.

Source excerpts below support vendor claims. They do not prove performance, compliance or suitability for your store.

SHOPIFY
The Shopify app exposes purchases and actions in the timeline; the separately documented AI Search Orders tool retrieves real-time order details from Shopify and is read-only, requiring the customer email on file to return orders. [2][3][4][5]
CHANNELS / DOCUMENTED SAMPLE
chat, email, SMS, WhatsApp, voice [6]
AUTOMATION SCOPE
AI Automations use procedures, rules, guardrails and tools; the Shopify Search Orders tool is specifically a lookup capability, not proof of autonomous Shopify refunds. [8][4]
HUMAN CONTROL
Concierge documents configurable autonomy/confidence thresholds, human oversight and contextual handoff; AI Automations can route explicit human requests and escalate out-of-guidance requests. [7][10]
FINNISH EVIDENCE
The pricing feature table says Languages ALL and older AI documentation says multilingual conversations, but neither retrieved excerpt explicitly establishes Finnish support for current customer-facing Concierge; no Finnish test was run. [15][16]
PERFORMANCE
No hands-on product test has been run.

Pricing structure

The current direct pricing page provides customized pricing rather than a public rate. The Shopify listing still displays Enterprise from $89/user/month and Ultimate $139/user/month, but these figures do not establish current Concierge/AI costs or commitment terms. [11][13][12][9][14][16]

This is not a quote or complete bill. Confirm current terms, required plans and minimums with the vendor. The custom cost lab does not use these records as automatic presets.

Model your own explicit assumptions →

Primary-source evidence

  1. [1] Concierge — AI-driven customer service at scale | Kustomer

    https://www.kustomer.com/concierge/

    Retrieved 2026-10-22T21:49:57.437955Z

    Kustomer Concierge resolves complex requests across every channel using full customer context, optimizing experiences for loyalty, retention, and growth.
  2. [2] Integrate with Shopify

    https://help.kustomer.com/en_us/shopify-integration-rkei5NSL.md

    Retrieved 2026-10-22T21:51:49.786248Z

    The Shopify app for Kustomer brings your customers' purchases into the Kustomer timeline and gives agents access to Shopify actions. This gives you the ability to satisfy customer requests entirely within the Kustomer platform.
  3. [3] Configuring the Shopify Search Orders tool for AI Agents

    https://help.kustomer.com/en_us/shopify-search-orders-tool-ryIZtEyNxx.md

    Retrieved 2026-10-22T21:50:29.368990Z

    You can connect your Shopify storefront to an AI Agent using the Shopify Search Orders tool. Source: https://help.kustomer.com/en_us/shopify-search-orders-tool-ryIZtEyNxx Last updated: 2026-03-19T23:45:36.378Z You can connect your Shopify storefront to an AI Agent using the Shopify Search Orders tool. This allows the AI Agent to search Shopify directly and return real-time order details in response to the customer's inquiry.
  4. [4] Configuring the Shopify Search Orders tool for AI Agents

    https://help.kustomer.com/en_us/shopify-search-orders-tool-ryIZtEyNxx.md

    Retrieved 2026-10-22T21:50:29.368990Z

    AI Agents use this tool to look up order information directly from Shopify. It can be used by both customer-facing agents ([AI Agents for Customers](https://help.kustomer.com/understand-ai-agents-SJWtPjAtC)) and internal agents using [Copilot](https://help.kustomer.com/en_us/use-copilot-SyU13vB1lg). The tool only reads from Shopify; it does not read from or write to Kustomer.
  5. [5] Configuring the Shopify Search Orders tool for AI Agents

    https://help.kustomer.com/en_us/shopify-search-orders-tool-ryIZtEyNxx.md

    Retrieved 2026-10-22T21:50:29.368990Z

    **Note:** The AI Agent will **_always_** search by the customer's email address in addition to any other field you configure. If the customer does not have an email address on file in Kustomer, the tool will not return any orders.
  6. [6] Concierge — AI-driven customer service at scale | Kustomer

    https://www.kustomer.com/concierge/

    Retrieved 2026-10-22T21:49:57.437955Z

    Operate consistently across chat, email, SMS, WhatsApp, and voice, with the same context-rich experience regardless of where the conversation starts.
  7. [7] Concierge — AI-driven customer service at scale | Kustomer

    https://www.kustomer.com/concierge/

    Retrieved 2026-10-22T21:49:57.437955Z

    AI confidence thresholds Define exactly where Concierge acts autonomously and where it defers. You set the parameters and Concierge operates within them. Human oversight Gain full visibility into every AI interaction to understand decision-making and step in when necessary.
  8. [8] Creating AI Automations

    https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl.md

    Retrieved 2026-10-22T21:54:07.293728Z

    AI Automations handle customer interactions through deterministic actions. Simple AI Automations use rules and guardrails, follow procedures, and access tools to process user requests. Configured with strong guidance, these automations solve the majority of AI agent use cases. With the [multi-agent builder](https://kustomer.kustomer.help/en_us/building-ai-automations-with-the-advanced-builder-Symva33KWl) you can configure multi-agent, guided, and… [excerpt]
    Read full source quote
    AI Automations handle customer interactions through deterministic actions. Simple AI Automations use rules and guardrails, follow procedures, and access tools to process user requests. Configured with strong guidance, these automations solve the majority of AI agent use cases. With the [multi-agent builder](https://kustomer.kustomer.help/en_us/building-ai-automations-with-the-advanced-builder-Symva33KWl) you can configure multi-agent, guided, and deterministic workflows with full control over rules, routing, and procedures. You can also call custom coding blocks and OpenAPI blocks with tools for customizable functionality.
  9. [9] Creating AI Automations

    https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl.md

    Retrieved 2026-10-22T21:54:07.293728Z

    The conversation is marked _engaged_ only if Smart Routing determines that the conversation's intent should be handled by your AI Automation. An [engaged conversation is a billable conversation that involves an AI Automation](https://kustomer.kustomer.help/en_us/engaged-conversations-r1CGisY21g). An engagement is generally considered true when: * An AI Automation forms a response and sends it to the customer * An AI Automation attempts to generat… [excerpt]
    Read full source quote
    The conversation is marked _engaged_ only if Smart Routing determines that the conversation's intent should be handled by your AI Automation. An [engaged conversation is a billable conversation that involves an AI Automation](https://kustomer.kustomer.help/en_us/engaged-conversations-r1CGisY21g). An engagement is generally considered true when: * An AI Automation forms a response and sends it to the customer * An AI Automation attempts to generate a response, regardless of whether it was ultimately sent. * An AI Automation routed the conversation to a human agent. * A human agent assigned the conversation back to the AI Automation.
  10. [10] Creating AI Automations

    https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl.md

    Retrieved 2026-10-22T21:54:07.293728Z

    During the conversation, AI Automations can: 1. Route conversations based on explicit customer requests, including to speak to a human agent. 2. Escalate to a human agent when the customer's request falls outside of the AI Automation's guidance. The AI Automation will act according to its guidelines for customer resolution, including involving humans to escalate as needed, and human agents can also handoff back to AI Automations.
  11. [11] Pricing & ROI Calculator | Kustomer

    https://www.kustomer.com/pricing/

    Retrieved 2026-10-22T21:48:09.886535Z

    Every CX team's setup is different, so we don't post one-size-fits-all pricing. Complete this two-minute assessment to estimate: Annual cost savings Estimated ROI & payback period Hours your agents could save AI automation opportunities Then we'll connect you with someone who can build out exact pricing for your team.
  12. [12] Pricing & ROI Calculator | Kustomer

    https://www.kustomer.com/pricing/

    Retrieved 2026-10-22T21:48:09.886535Z

    ImplementationiThe availability of support channels may vary depending on the current state of your system's initial setup. $
  13. [13] Pricing & ROI Calculator | Kustomer

    https://www.kustomer.com/pricing/

    Retrieved 2026-10-22T21:48:09.886535Z

    Kustomer Voice (including talk, SMS, and transcription) and WhatsApp pricing is pay as you go. For a full list of features and historical plans, click here
  14. [14] Kustomer - AI-Powered Support: Seamless Integration & Insights | Shopify App Store

    https://apps.shopify.com/kustomer

    Retrieved 2026-10-22T21:48:10.022791Z

    From $89 per month Free to install From $89 per month, per user for Enterprise and $139 per month, per user for Ultimate All charges are billed in USD.
  15. [15] Pricing & ROI Calculator | Kustomer

    https://www.kustomer.com/pricing/

    Retrieved 2026-10-22T21:48:09.886535Z

    Brands 300 Languages ALL
  16. [16] Understanding AI Agents for Customers 1.0

    https://help.kustomer.com/en_us/understanding-ai-agents-for-customers-10-SJWtPjAtC.md

    Retrieved 2026-10-22T21:51:49.786007Z

    **Note:** This article covers usage of AI for Customers 1.0. Kustomer has launched AI for Customers 2.0, powered by the Kustomer AI Reasoning Engine. To learn more, see [Creating AI automations](https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl). AI Agents automate customer conversations and perform actions in Kustomer. They use artificial intelligence to respond to customer questions, complete tasks, and escalate issues whe… [excerpt]
    Read full source quote
    **Note:** This article covers usage of AI for Customers 1.0. Kustomer has launched AI for Customers 2.0, powered by the Kustomer AI Reasoning Engine. To learn more, see [Creating AI automations](https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl). AI Agents automate customer conversations and perform actions in Kustomer. They use artificial intelligence to respond to customer questions, complete tasks, and escalate issues when needed. AI Agents work alongside human agents to improve resolution speed and consistency. ## Key features * 24/7 automated support. * Multilingual conversations. * Multi-channel support (chat, email, SMS, WhatsApp, Facebook Messenger, and forms). * Tool-based actions such as updating orders or retrieving customer data. * Built-in guardrails and observability. **Who can access this feature?** **User types** Admins can access the AI Agent Studio page. ### In this article: