# Kustomer

> Kustomer is an AI-native customer service CRM that unifies every interaction a company has with a customer - chat, email, SMS, voice, WhatsApp, social - onto a single timeline instead of a pile of disconnected tickets. Founded in 2015 by Brad Birnbaum and Jeremy Suriel, the same team behind Assistly/Desk.com, it was acquired by Meta for roughly $1 billion in 2020, then spun back out as an independent company in 2023. Today it sells AI agents and agent-assist copilots (Kustomer IQ, plus AI agents Concierge and Envoy) to retail and consumer brands that want support built around the whole customer relationship, not a queue.

- **Founded:** 2015
- **Headquarters:** New York, New York, United States
- **Founders:** Brad Birnbaum (Co-founder & CEO), Jeremy Suriel (Co-founder & Chief Architect)
- **Team size:** Approximately 150-300 employees (post-spinout, estimated)
- **Products:** Kustomer Platform, Kustomer IQ, AI Agents (Concierge & Envoy), Kustomer IQ Agent Assist / Copilot, Architect
- **Notable:** Acquired by Meta for a reported ~$1 billion in 2020, one of the larger customer-service SaaS exits of its era., Successfully spun back out as an independent company in 2023 - a rare reverse of a big-tech acquisition, with the founders and original VCs taking it over., Raised a fresh $60M to relaunch as a standalone AI-native CX company.

## Products & services

- **Kustomer Platform** — AI-native customer service CRM with a unified customer timeline consolidating conversations across chat, email, SMS, voice, WhatsApp and social channels.
- **Kustomer IQ** — The platform's AI engine for intent detection, sentiment analysis, conversation classification, routing, deflection and automated responses; offered in Lite, IQ and IQ+ tiers.
- **AI Agents (Concierge & Envoy)** — AI agents that autonomously handle and resolve customer conversations end to end across channels.
- **Kustomer IQ Agent Assist / Copilot** — Real-time AI copilot that surfaces suggested replies, context and next steps to human agents while they work.
- **Architect** — Visual workflow and automation builder for orchestrating support processes and routing.
- **Data Explorer & Reporting** — Analytics and reporting built on the customer-centric data model for CX leaders.

## Achievements

- Acquired by Meta for a reported ~$1 billion in 2020, one of the larger customer-service SaaS exits of its era.
- Successfully spun back out as an independent company in 2023 - a rare reverse of a big-tech acquisition, with the founders and original VCs taking it over.
- Raised a fresh $60M to relaunch as a standalone AI-native CX company.
- Built by the same founding team behind Assistly/Desk.com, which Salesforce acquired - a second successful build in the same category.
- Powers customer service for high-growth consumer brands including Sweetgreen, Vuori, Cotopaxi and Resy.

## Latest updates

- **2024-07** — Kustomer reports mid-year momentum, continuing to push AI capabilities across the platform including AI agents and copilot features.
- **2024** — Rolled out AI Agents (Concierge and Envoy) and AI Agent Studio, expanding Kustomer IQ from assistance into autonomous resolution.
- **2023-05** — Spun out of Meta as an independent company at a ~$250M valuation with $60M in new funding led by Battery, Redpoint, Boldstart and Norwest.

## Links

- Website: https://www.kustomer.com
- LinkedIn: https://www.linkedin.com/company/kustomer
- Twitter/X: https://twitter.com/kustomer
- YouTube: https://www.youtube.com/c/Kustomer
- Bluesky: https://bsky.app/profile/kustomer.com
- Instagram: https://www.instagram.com/kustomer
- Facebook: https://www.facebook.com/heykustomer

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Profile page: https://yespress.io/kustomer
Published by YesPress — https://yespress.io
Last updated: 2026-08-06