# Understanding what's included with Kustomer's AI pricing

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Source: https://help.kustomer.com/en_us/understanding-whats-included-with-kustomers-ai-pricing-S1i3br_Kfx

Last updated: 2026-09-16T16:21:06.379Z

Kustomer AI pricing is based on an included model configuration and a standard range of supported use case complexity. Most AI use cases can operate within this included configuration.

Some use cases may require a higher-capability model or additional implementation complexity. When this happens, additional pricing may apply. Kustomer evaluates these requirements with you before you approve and deploy the affected configuration.

## Included model configuration

Kustomer AI features use an included model configuration by default. In Concierge, this configuration is designed to support common customer service use cases, which may include:

*   Identifying customer intent
*   Answering frequently asked questions
*   Routing conversations
*   Following defined procedures
*   Completing multi-step automations

The appropriate model depends on the requirements of the individual use case. A use case may require a different model configuration when it demands capabilities beyond those supported by the included configuration.

If Kustomer determines that a higher-capability model is appropriate, your Kustomer representative will explain the recommended configuration and any associated pricing before you decide whether to proceed.

## How Kustomer evaluates use case complexity

Standard pricing covers use cases within Kustomer’s supported range of complexity. Kustomer may consider factors such as:

*   The number and type of systems the AI must access
*   The number of tools, procedures, or data sources involved
*   The depth and variability of the required decision logic
*   The volume or structure of information the AI must process
*   Specialized performance, security, or implementation requirements

These factors are considered together. No single factor necessarily means that additional pricing will apply.

If a proposed use case exceeds the complexity covered by standard pricing, Kustomer will review the requirements and provide information about any additional pricing or applicable product offering before the affected configuration is approved and deployed.

## Confirm pricing for your use case

Contact your Kustomer representative to confirm which model configuration and pricing apply to a proposed use case. Pricing and availability may depend on your Kustomer agreement, purchased products, and specific implementation requirements.

The terms of your applicable Kustomer agreement and order documentation govern if they differ from the general information in this article.