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Kustomer AI: AI Feature Not Working (Suggestions / Summarization / Auto-Reply)
Current Status: Operational
Last checked: 6m ago
What We're Seeing Right Now
No recent issues reported. If you're experiencing problems with Kustomer AI, report below to help the community.
What is this error?
AI-powered features in Kustomer AI — such as suggested replies, ticket summarization, sentiment analysis, or auto-routing — have stopped working or are producing incorrect results. This often indicates a partial platform degradation affecting the AI layer.
Error Signatures
AI suggestions unavailableSummarization failedAuto-reply not generatingSentiment analysis errorFeature temporarily unavailableAI assistance is currently disabledCommon Causes
- AI model update introducing regression in feature behavior
- NLP service experiencing partial degradation
- Knowledge base or training data connection issue
- Feature toggle accidentally disabled by a platform update
- API rate limits on the underlying AI service being exceeded
✓ How to Fix It
- Check if the issue affects all AI features or just specific ones
- Verify your AI features are still enabled in Kustomer AI's settings
- Clear your browser cache and reload the platform
- Check Kustomer AI's changelog for recent AI model updates
- Test with a fresh conversation to rule out conversation-specific issues
- Report the specific feature and behavior via Kustomer AI's support channel
Live Signals
Service Components
Kustomer AI Web
OperationalRecent Incidents
No incidents in the past 30 days
Frequently Asked Questions
The AI suggestions on Kustomer AI have become much less accurate — is something wrong?
Sudden quality drops can indicate a model rollback, A/B test, or partial degradation. Check community reports here. If the issue is widespread, Kustomer AI may have deployed a model update. Contact support to report quality regression.
Will broken AI features affect human agent performance on Kustomer AI?
Human agents can still work without AI features, just with less efficiency. The core ticketing and messaging functions should remain available during an AI feature outage. Inform your team to work manually until the features recover.
How do I configure a fallback when Kustomer AI's AI features are unavailable?
Most platforms allow you to set default routing rules and canned responses that activate when AI features fail. Configure these in your platform settings as a safety net for outages.