Crescendo Expands its Platform for CX with Agentic AI
The AI-powered assistant helps surface issues by analysing operational data, identifying key focus areas, and supporting AI-driven and human-in-the-loop analysis.
Topics
Crescendo has announced the expansion of its fully managed augmented AI platform with new agentic AI capabilities to automate tasks and a new conversational CX Data Assistant that provides insights into CX operations. Crescendo delivers a combined service of AI technology and CX expertise, aiming to improve customer engagement while reducing costs.
“Most companies launching AI initiatives will struggle for months,” said Matt Price, CEO, Crescendo. “And unfortunately, most of those projects will fail to achieve the level of quality customers expect. Because Crescendo offers a fully managed service that combines advanced AI and human CX experts, we’re able to deliver an unprecedented 99.8% accuracy within weeks.”
Crescendo’s AI-managed service is supported by a team of AI and CX experts across six continents. Companies can respond to customer requests 24/7, in over 50 languages, across multiple channels like chat, email, and phone, using agentic AI.
ALSO READ: Discuss Announces 3 AI Agents Built for Market Insights
Crescendo achieves up to 99.8% accuracy with its responses by using an in-house team of AI and domain experts to constantly improve quality and accuracy. This augmented AI approach is unique in the industry and delivers on the promise of human and AI interaction to change businesses and industries.
Crescendo’s agentic AI handles routine tasks like order lookups, refunds, and package tracking, and is pre-integrated with a wide range of enterprise CX tools—including additions like Amazon Connect, Genesys Cloud, Gorgias, Kustomer, and Shopify—alongside existing integrations with Salesforce, Zendesk, and others.
This allows Crescendo to take on more customer support tasks as part of a complete CX solution. It includes features like automated QA, CSAT insights, and system integrations without requiring separate add-ons.
“Crescendo delivered extraordinary results ahead of our peak season,” said Anthony Tedesco, Head of Customer Support Operations at Rachio. “Crescendo is consistently delivering between 95% and 99% accuracy. Anyone can build or deploy an AI bot. But getting to this level of quality at scale is a game changer.”
The new CX Data Assistant allows customers to surface emerging issues. It can explore operational data and identify focus areas to drive productivity gains and customer satisfaction improvements. It can also assist with both AI-driven and human-in-the-loop analysis to reduce escalations.
