AI Agent Studio

Tools refer to specific features or data sources that AI Agents can use to assist with customer requests. Think of tools as the AI’s way of reaching into your organization’s resources to find the right answer—whether it’s pulling from your knowledge base articles or checking customer data from the platform. These tools allow the AI to access information found in your organization, helping it respond with accurate and helpful answers.

In this article

• Types of available tools
• Available fields
  • Conversation fields
  • Customer fields
  • KObject fields
• Supported channels

Types of available tools

Tools enable AI Agents to give more specific, relevant, and helpful responses to customer inquiries. Without tools, it would be limited to responding to customers using generic or basic information. AI Agents can handle more complex requests by accessing your organization's data (like purchase history or a help article), saving your agents time and providing a better customer experience.

AI Agents have access to the following tools in your organization:

• Standard objects
  These are the core data objects in Kustomer, like customer names and conversation tags. AI Agents can access Conversation and Customer data to personalize its responses or offer more context. For example, it might use a customer's name for a more personalized response.
  
  
• Custom objects, or KObjects
  Every business has unique data needs, and custom objects let you track data that doesn’t neatly fit into standard categories. AI Agents can use KObjects in the same way they use standard objects, providing highly tailored responses based on your organization’s specific setup. For example, it can find a customer's latest purchase information from an Order object 
  
  
• Custom attributes
  Custom attributes are additional fields you’ve added to your data model, and the AI Agent can reference them to provide more detailed or accurate responses. For instance, if you’ve added a custom attribute for a customer’s loyalty status, the AI Agent can include that in its replies.

Available fields

AI Agents can access various fields in your standard and custom objects and perform various actions on different fields, such as retrieving, updating, or creating information. However, not all actions are supported for every field. For instance, while the AI Agent can retrieve (Get) a customer’s email address, it may not be able to update this field directly. 

Below you’ll find a detailed breakdown of the fields that support each type of action.

Supported channels

AI Agents offer support across different communication channels. However, not all channels support the same operations on customer data or custom objects. Depending on the channel used, the AI Agent may be able to perform specific actions, such as retrieving a customer’s name or updating certain fields, while other operations may be restricted. 

Access to these tools also depends on whether the customer is verified. While most channels like email and SMS can be accessed without verification, certain channels—such as Kustomer Voice—require verification to ensure secure usage of the tool.

The table below outlines which fields and operations are available for each channel, as well as the level of verification necessary.