The capital will accelerate Kustomer’s AI roadmap, enhance core platform capabilities, and help brands modernise support with transparent, personalised, and scalable CX solutions.
Kustomer, the AI-powered customer service platform, has announced a $30 million Series B funding round led by Norwest, with continued support from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This investment will accelerate Kustomer’s AI product roadmap and platform development.
The entire CX stack has shifted. Customer expectations are high, engagement is digital-first, and AI is transforming how brands interact with their audiences. Kustomer meets the moment with the most intelligent and complete CX platform.
Legacy helpdesks were built to manage tickets, not deliver seamless experiences, and they’re struggling to manage complexity across channels and offer personalisation. Newer AI-first vendors offer polished chat interfaces but lack access to customer data, depth in functionality, and orchestration needed to handle complex service operations.
“Delivering an incredible CX across every channel has never been more important,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “AI alone isn’t enough. It has to reach customers and be embedded into the daily workflows of CX teams.”
“That’s what sets Kustomer apart. We’ve shaped our platform from the ground up to operationalise AI with real-time data and deep context, so teams can delight customers and drive real outcomes. With Norwest’s partnership, we’re doubling down on our AI-native platform and scaling to meet global enterprise demand.”
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Kustomer’s platform is centred around the core building blocks that orchestrate AI agents: real-time data, deep context, and decision-ready infrastructure. The company has already launched two AI-native products in the past year: AI Agents for Reps and AI Agents for Customers.
- AI Agents for Reps are intelligent copilots that draft responses, surface relevant data, and eliminate manual busywork.
- AI Agents for Customers resolve major inquiries across channels like chat, email, voice, and WhatsApp.
These agents are embedded in the platform, working together over a shared unified timeline, executing within live workflows, and improving with every interaction as a part of every support team.
“Offering a great agentic customer support experience is not just a tooling problem — it’s an infrastructure problem,” said Scott Beechuk, Partner at Norwest. “Kustomer has built the right foundation for this new era of CX: a native system of action with built-in AI workflows, deep context memory, and enterprise-grade scalability.”
“We believe Kustomer is poised to become the infrastructure layer for intelligent, orchestrated support at scale.”
This capital will expand Kustomer’s AI roadmap and help more brands modernise their support operations. In addition to improving the core platform’s capabilities, the company is continuing to enhance its tools for transparency, accountability, and creating flexible, personalised experiences to brand standards.
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