Crescendo is throwing out the old customer service playbook. By combining human expertise with its expanded agentic AI platform, the company is turning customer experience (CX) from a cost center into a competitive edge, delivering faster, more accurate service and strategic insights that drive business improvement.
Its integrated platform aims to change the customer service culture with a new approach to implementing agentic AI. According to Crescendo CEO Matt Price, it improves results through a fully managed service that combines advanced AI and human CX experts. It automates tasks and introduces a conversational CX Data Assistant to provide strategic insights into CX operations with 99.8% accuracy in customer service responses.
Zack Urlocker, Crescendo’s COO, says CX technology has been all about deflection for the last twenty years. Businesses would do anything to prevent customers from engaging with customer service.
“FAQs, voice systems, and help desk systems were all designed around deflection. We think with AI, there’s an opportunity to increase customer engagement. Companies that figure that out will find that CX isn’t just a cost center. It’s a competitive advantage,” he told CRM Buyer.
