When a service organization supports multiple brands or customer types under one Kustomer org, each of those brands comes with its own voice, policies, and customer expectations. A single, generic approach to service cannot capture these nuances. Without the right guardrails, agents risk sending messages in the wrong tone, applying the wrong policies, or mixing up knowledge sources across brands.
The answer is to make AI Agents for Reps Copilot brand-aware. Rather than requiring admins to configure multiple copilots for their organization, a single Copilot configuration can now perform brand-aware actions such as writing messages and retrieving information from the correct knowledge sources. This keeps the setup simple while ensuring that each brand’s unique voice and policies are respected.
Why Multi-Brand Support Matters
Without brand awareness, AI Agents for Reps could only rely on a single set of writing guidance and shared knowledge sources. That creates problems when different brands within the same org have distinct styles and policies. For example, one brand may need a formal, professional voice while another speaks in a casual and approachable tone. Return policies or escalation rules may differ as well, making it easy for conflicting or incorrect information to slip through.
Some of our clients support multiple brands in Kustomer, each with its own knowledge base and unique voice. These clients made it clear that they needed AI Agents to recognize those differences. The alternative—creating and managing multiple copilots from scratch—would have introduced duplication and unnecessary complexity.
A Smarter Solution
With brand awareness built directly into a single AI Agents for Reps, the experience stays simple. When a customer service rep is working on behalf of a brand, AI Agents automatically adapts to that brand. It writes messages in the correct tone, references the appropriate policies, and consults the right knowledge base, all without requiring extra steps from the agent or admin.
For single-brand organizations, the experience remains the same as before. For multi-brand organizations, brand-specific guidance and knowledge sources can be configured quickly and easily, ensuring Copilot is always context-aware while preserving a streamlined setup.
How It Works in Practice
Picture a fintech company with two brands. One focuses on retirement planning and communicates in a professional, trustworthy voice. The other helps younger customers build credit and speaks in a more casual, energetic tone. With multi-brand support in AI Agents for Reps Copilot, agents no longer need to worry about making those distinctions themselves. Copilot automatically understands which brand is in play, drafts messages in the appropriate style, and uses the correct policies to guide recommendations.
Available Today
Multi-brand support is available now for all customers using AI Agents for Reps.
Learn how to add brand-specific guidance to AI Agents for Reps in this Help article.
Request a demo of AI Agents for Reps to see it in action.
