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About Lite and Premium assistants

Last Update: Sep 2024 • Est. Read Time: 3 MIN
To check plan availability, see the pricing page.

Customer Assist, our conversational assistant feature, helps you optimize your organization's support experience and promote customer self-service, boost agent productivity, and speed up response times. Using our code-free, visual editor, you can build an assistant based on your organization's specific needs.

Who can access this feature?
User typesAssistant Lite is available to all organizations for free. Assistant Premium is available to all organizations as a paid usage-based add-on.


In this article:

What is the difference between Lite and Premium assistants?

With Kustomer, you can create assistants based on your individual business needs.

  • Lite assistants are our free, unlimited usage offering that is available to everyone. This option allows you to set up assistants, using available interactions, that gather the most important customer information upfront, such as their name, contact reason, or email address, before routing their conversation to an agent. You can also use Lite assistants to set up an IVR for Kustomer Voice.
  • Premium assistants are paid and require a KIQ Conversations plan. It includes all the features and interactions available in Lite assistants while offering AI-powered interactions and more advanced automation capabilities.

    Note: Kustomer Voice interactions are not available with Premium assistants.

Available interactions by assistant type

Interactions gather information about your customers and guide them through the assistant's conversation path. This table shows the interactions available for each assistant type. Please note that the channel type mainly determines available interactions. For example, if you create an SMS assistant that does not support the Button Question interaction, it will not be available regardless of the assistant type.

Interaction
Lite
Premium
Send a MessageXX
Customer text responseXX
Button questionXX
Data attribute questionXX
Conditional branchXX
Business scheduleXX
Play promptX
Object Selector

X
Run Workflow

X
Update Data
X
X
Request feedback

X
AI response
X
Collect customer inputX
Collect language preferenceX
Navigation buttonsXX
Article deflection
X
Redirect to dialog
X
X
Transfer to an agent
X
X
Send to voicemailX
End conversation

X


Available volume control settings

You can use volume control settings to automate how the assistant responds to customer-abandoned conversations, follows up with customers if an agent hasn’t been assigned to the conversation, or responds in the chat, after a set amount of time. 

  • Inactive customer reminder is available for both Lite and Premium assistants.
  • Customer-abandoned conversation performs a different action, depending on which assistant type you have:
    • Transfer conversations to an agent with Lite and Premium assistants.
    • Mark conversations as done with Premium assistants.
  • Agent missed conversation is available for both Lite and Premium assistants with the following exception:
    • With Premium assistants, you can also mark a conversation as done if the customer doesn't select a follow-up channel within the specified time.

Convert your assistant type

There may be times when you create an assistant and decide afterward to create a similar, yet different type, of assistant. For example:

  • Convert a Lite assistant to Premium when you are ready to help your customers with instant answers to your most asked questions using AI-generated responses and add automation.
  • Convert a Premium assistant to Lite when you have an existing Premium assistant whose main purpose is to gather information and transfer it to an agent, and you are not ready to use AI or build automation on top of it just yet.

You can convert your assistant type by going to Settings> Kustomer IQ > Customer Assist. In this example, we want to create a copy of a Lite assistant. Select More Optionsfor the assistant you want to copy and select Duplicate as Premium

Your assistant will be duplicated as the other type. 

Note: When duplicating a Premium assistant to Lite, the following features and interactions will no longer be available in the newly created Lite version:

  • AI Response interaction
  • Intents
  • Object Selector interaction
  • Run Workflow interaction
  • Article Deflection interaction
  • End Conversation interaction
  • Mark as done in the Volume Control Abandoned settings

We recommend you review the assistant carefully after duplicating it to Lite and making any necessary changes to ensure the assistant follows the intended conversation path.