Text is introducing Custom Skills — a new feature that lets AI agents go beyond conversation and execute specific business workflows. When the AI recognizes a customer's intent, it triggers a predefined sequence of steps, bringing consistency and control to every interaction.
Bringing rules to a nondeterministic world
Scaling a business requires consistency and reliability. Text puts humans in the driver's seat. Custom Skills go beyond generic automation.
Customers can define the exact "procedures" that match their business goals. This way, they don’t have to rely on unpredictable AI responses. An AI agent detects user intent or meets criteria such as page views, location, or time zone. Then, it triggers a set sequence of steps.
In practice, this means:
- A shopper views a product three times → the AI offers alternatives or a discount
- A customer reports a defect → the AI collects the order number and creates a support ticket
- A chat wraps up successfully → the AI asks for a review
- It's after hours → the AI captures the request and queues a follow-up
The AI also has access to customer context — name, location, browsing history, order count, past tickets — so responses are relevant, not generic.
Custom Skills helps the AI do more than just support. It offers discounts and asks for reviews after successful resolutions. This way, it drives revenue and keeps customers coming back.
Stop choosing between AI flexibility and enterprise control. We’ve introduced determinism where it matters most, allowing you to script the wins and automate the sequence. It’s step-by-step precision that turns every chat into a business victory.
says Darek Zabrzeński, Head of Text Intelligence.
Why custom skills are essential for scaling
In a competitive landscape, the ability to scale is dictated by how much a company can automate without losing quality. Custom skills for AI agents make this possible: they package proven actions into reusable scenarios that are triggered at the right moment. Customers use them to train the agent how to run their sales and service plays.
There is no business without the customer. And when you have thousands of them, scaling service without dropping quality is hard. That’s how we build the AI agent at Text. Custom skills tap into lead data, on-site behavior, and order history, and then deploy actions to mirror real sales and support scenarios in a consistent way. Much like a human agent would. Our customers start with a default set, then quickly expand it, covering even the quirkiest flows that reflect their brand.
says Filip Jaskólski, CPO at Text.
Text clients receive default custom skills that cover key use cases — our goal is simply to make the AI functional. For example, the AI agent provided to a client understands that it works for an online retailer, knows the products and brand, and can propose alternatives.
Text AI understands its role from day one. By automating the "endless catalog of actions" that typically require human staff, Text enables businesses to scale without increasing overhead.
About Text: Text is a customer service profit engine that consolidates sales, support, and customer growth into a single, user-centric application. By replacing fragmented tools with a cohesive architecture, Text empowers departments to scale through seamless, data-driven interactions.
