Crescendo Expands its Platform for CX with Agentic AI

Achieves 99.8 percent accuracy in production deployments at scale

SAN FRANCISCO, March 20, 2025 /PRNewswire/ -- Crescendo, pioneers of Augmented AI, today announced that it has expanded its fully managed augmented AI platform with new agentic AI capabilities to automate more tasks and a new conversational CX Data Assistant that provides strategic insights into CX (Customer Experience) operations. As a result, customers are now able to achieve an unprecedented 99.8 percent accuracy in customer service responses.

Crescendo provides the industry's first all-included service of AI technology and CX experts, dramatically improving customer engagement at lower cost.

"Most companies launching AI initiatives will struggle for months," said Crescendo CEO Matt Price. "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."

What is New in Crescendo

• New agentic AI increases the range of requests that can be automated
• New CX Data Assistant provides insights and strategic value
• Now able to achieve 99.8 percent accuracy
• Included as part of the Crescendo fully managed Augmented AI Platform

Crescendo's unique AI-managed service is backed by a team of AI and CX experts on six continents. Companies can now respond to customer requests 24x7, in 50+ languages, across all channels – chat, email, phone and more – with full agentic AI.

Crescendo achieves up to 99.8 percent 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 transform business and entire industries.

According to Harvard Business Review*, as many as 80 percent of AI projects fail. Crescendo counters this trend by providing a fully managed service that can be implemented in as little as three weeks with guaranteed quality.

Crescendo has quickly become a leader in agentic AI. Crescendo's automated agentic AI takes on many more tasks for customers like order look up, refunds, package tracking and much more with unmatched speed and accuracy. And it comes pre-integrated with the most popular enterprise CX applications. Crescendo recently added support for Amazon Connect, Genesys Cloud, Gorgias, Kustomer and Shopify in addition to existing integrations with Salesforce, Zendesk and others.

That means Crescendo can manage more tasks on behalf of customers. It is delivered as a complete CX solution, with no expensive add-ons for automated QA, 100% CSAT insights or integrations. Because Crescendo has 100 percent quality monitoring, it eliminates the need for third party survey tools. Customers get results almost immediately with nothing extra to buy. They pay only for results.

"Crescendo delivered extraordinary results ahead of our peak season," says Anthony Tedesco, head of customer support operations at Rachio, makers of smart irrigation and lighting systems that serve more than one million customers. While noting that Crescendo is still in the early days of production deployment, "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 quickly 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, improving service speed and quality. Finally, it can perform business case analyses and organize presentation materials to help CX leaders drive strategic value to the organization.

Benefits for the C-Suite:

• Crescendo's unique model of providing technology plus human experts means fast implementation and a positive ROI within weeks.
• Minimize product and company viability risk. Crescendo is backed by one of the largest venture capital firms in the world, General Catalyst. In its first year shipping product, there has been zero customer downtime.
• Customers love it. Because it is already achieving 99.8 percent accuracy in results with answers in near real-time, customer satisfaction will go up even when dealing with volume spikes due to seasonality. Hence churn is dramatically lower with greatly reduced spending on new customer acquisition.
• Customers only pay for results.

Benefits for the CIO and customer service lead:

• 24/7 AI-driven support with concierge-quality intelligence that anticipates each step of an issue across multiple languages to provide near-instant resolution to customer inquiries.
• Human expertise integration that handles exceptional issues automatically for flawless customer experience.
• Omnichannel support (phone, text, online chat, email, and more) so that every customer experience no matter where it's happening and what channels are used to communicate is seamless.
• Automated quality monitoring of every interaction to continuously improve both AI agent and human performance, removing the need for traditional customer surveys.
• Personalized interactions that ensure accurate, context-specific answers that tailor responses to individual customer needs and client brand experience standards.
• Customer service leads are now able to shift from fire-fighting to providing more insight and strategic value to the organization.

About Crescendo

Crescendo is the pioneer of Augmented AI. It is the first company to provide an all-included service of AI technology and CX experts that increases customer engagement while reducing costs. Crescendo is backed by General Catalyst and Celesta Capital.

*SOURCE: Harvard Business Review, November-December, 2023. "Keep Your AI Projects on Track"

Media Contact
Jennifer Cloer
503-867-2304
[email protected]

SOURCE Crescendo.ai