Agentic AI has been a growing theme in business transformation and shows great promise for customer experience (CX) solutions to optimize efficiency and overall customer satisfaction. Crescendo is at the forefront of this transformation. The company touts a 99.8% accuracy in customer service responses and has released a CX Data Assistant to redefine what’s possible in AI-powered CX.
In this exclusive VMblog interview, we speak with Crescendo CEO Matt Price to discuss how Agentic AI is transforming customer interactions, key trends shaping the industry, and what businesses need to know to successfully implement AI-powered CX to improve customer satisfaction.
VMblog: Can you explain what Agentic AI is and how Crescendo’s customers are benefiting from this emerging trend?
Matt Price: Agentic AI is really a new frontier in AI-driven CX, where AI can take on more complex tasks independently. Traditional CX tools rely heavily on predefined workflows, requiring manual intervention for too many tasks. Crescendo on the other hand can handle much more nuanced customer inquiries dynamically, like order look-ups, refunds, and package tracking, with unprecedented accuracy. By integrating Agentic AI into our platform, we give our customers the ability to automate more remedial tasks without sacrificing quality or accuracy in their customer service responses – and we can do it in over 50 languages, and across all channels such as email, chat, and voice.
VMblog: You go on to describe Crescendo’s approach as “Augmented AI,” where humans are supported rather than replaced. Can you explain why this is a more effective model compared to fully automated AI solutions?
Matt Price: AI alone isn’t enough to deliver high-quality customer experiences at scale. Traditional AI chatbots leave customers frustrating with inaccurate or robotic responses. On the other hand, a purely human-driven approach can be costly and inefficient in ensuring every customer response is handled in a timely and satisfactory manner. Augmented AI is the best of both worlds-AI to handle repetitive, high-volume tasks, while keeping humans in the loop for quality assurance and complex cases. This hybrid model enables us to achieve 99.98% accuracy, which is far beyond what either AI or human agents could achieve alone. Crescendo continuously refines its responses through continuous tuning of the AI.
VMblog: There’s been a lot of chatter that traditional SaaS platforms like Salesforce will be displaced by AI-powered solutions, while legacy vendors are pushing customers toward custom-built bots. Where does Crescendo fit in this evolving landscape and how do you set yourselves apart?
Matt Price: We see a big shift happening that we think mirrors earlier days, when SaaS was replacing on-premise software. Legacy vendors are quietly admitting that their AI solutions can’t deliver results without massive internal resources or expensive consultants. Instead of forcing companies to build their own AI solutions, we offer a fully managed service that combines Agentic AI, seamless integrations, and access to 3,000+ global CX experts, which came via our recent acquisition of PartnerHero. Additionally, our platform comes pre-integrated with major CX applications like Salesforce, Zendesk, Amazon Connect, Genesys Cloud, and Shopify, reducing friction for enterprises looking to scale quickly. Our customers see real outcomes in just 3-4 weeks.
VMblog: How does the new CX Data Assistant help businesses make strategic decisions?
Matt Price: The CX Data Assistant provides businesses with real-time insights into customer interactions, which allows them to surface emerging issues, identify inefficiencies, and optimize customer interactions instantaneously. It can analyze operational data, flag trends, and even assist with business case development for CX improvements. By combining AI-driven insights with human expertise, we want to give CX leaders the tools they need to move from reactive problem-solving to proactive strategy development.
VMblog: How does Crescendo ensure consistent customer experiences across different communication platforms?
Matt Price: Consistency across channels is critical for customer satisfaction. Our AI is designed to understand context and nuance, whether interacting via chat, email, or voice. We provide centralized quality monitoring to ensure that responses maintain the same level of accuracy and brand consistency across all platforms. Additionally, our ability to operate in over 50 languages allows global enterprises to scale without worrying about localization challenges.
VMblog: What’s next for Crescendo?
Matt Price: We’re continuing to push the boundaries of what AI can do in CX. AI is fundamentally transforming how businesses interact with customers, and we’re committed to ensuring companies are using AI to increase engagement rather than just cut costs.
With our recent PartnerHero acquisition, we’re demonstrating how AI and human expertise can work together at scale. “We’re using AI to disrupt a $400 billion industry and we’re just getting started.”
VMblog: Any final thoughts for businesses considering AI-powered CX?
Matt Price: AI is no longer a luxury, it’s a necessity. However, the key to success is not just adopting AI but implementing it in a way that guarantees results. Our model ensures enterprises can do this without the typical risks and delays associated with AI projects. If you’re looking to improve customer engagement, reduce costs, and increase accuracy, Crescendo is the partner to help you get there.
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