Meta Spin-out Kustomer Scales AI-Native Customer Service With $30M

In 2023, not long after Meta offloaded the CRM platform it had acquired for $1 billion a year earlier, Brad Birnbaum saw an opportunity to start over. “For us, 2023 was kind of a moment of clarity: We were able to reassess the market [and] see how we could push forward with AI,” Birnbaum told Inc. The result was Kustomer 2.0: an independent reboot of the company he originally founded in 2015, now rebuilt for Gen AI.

Two years later, the company has raised a $30 million Series B round led by Norwest Venture Partners, with continued support from Battery Ventures, Redpoint, and Boldstart. It follows a $60 million Series A raised immediately after the Meta spinoff. “Kustomer has built the right foundation for this new era of CX,” said Norwest partner Scott Beechuk, who has joined the company’s board. “We believe Kustomer is poised to become the infrastructure layer for intelligent, orchestrated support at scale.”

Rebuilding the Stack for Agentic AI

Kustomer’s pitch, beyond customer support workflows, is about reengineering the underlying system to make automation possible in the first place. While most CX vendors operate with a ticket-based model and layer AI on top, Kustomer offers an agentic platform where AI and human collaboration are deeply integrated into a shared system of record.

Holding that platform together is a “timeline” view that tracks the full history of customer interactions across channels. This design enables its two main AI-native products: AI Agents for Customers and AI Agents for Reps, to operate with full context, pulling from backend systems like ERPs and CRMs in real time. The agents can issue refunds, escalate complex cases, or even update order records without human intervention. According to the company, AI Agents for Customers now autonomously resolve up to 40% of inbound conversations, while AI Agents for Reps increase agent productivity by 30% or more.