| Crescendo Adds New Agentic Features |
| Written by Alex Denham | |||
| Thursday, 20 March 2025 | |||
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Crescendo has added new agentic AI capabilities to its managed augmented AI platform for customer support software. The additions will let users automate more tasks, and there's also a new conversational CX (customer experience) Data Assistant. Crescendo's AI-powered customer support software uses AI to automate repetitive customer support tasks, such as answering common questions and resolving simple issues. Crescendo handles tasks including order look up, refunds and package tracking.
The update adds new agentic AI capabilities to automate more tasks. Matt Price, Crescendo CEO, says that many AI-related projects fail to achieve the level of quality customers expect, but because Crescendo's fully managed service combines advanced AI and humans, the company can deliver 99.8% accuracy within weeks. Companies can now respond to customer requests 24x7, in 50+ languages, across all channels – chat, email, and phone – with full agentic AI. The software makes use of virtual agents, AI tools powered by machine learning and natural language processing (NLP) that Crescendo says go beyond chatbots by understanding, learning, and acting on user intent. Virtual agents use NLP to understand and respond to customer questions, and unlike basic keyword-based bots, grasp context and subtle nuances. The agents are also able to work out when an inquiry is too complex to be handled automatically, and to seamlessly escalate that inquiry to human agents who also fine-tune the AI knowledge base. Crescendo comes pre-integrated with the enterprise CX applications, and recently added support for Amazon Connect, Genesys Cloud, Gorgias, Kustomer and Shopify in addition to existing integrations with Salesforce and Zendesk. Crescendo It is delivered as a complete customer experience solution, with no expensive add-ons for automated QA, 100% CSAT insights or integrations. The updates to Crescendo from the new agentic AI increases the range of requests that can be automated, hence the increase to 99.8 percent accuracy. The new CX Data Assistant provides insights and strategic value, and helps customers quickly identify emerging issues. It can be used to find areas where productivity and customer satisfaction can be improved, and can also assist with both AI-driven and human analysis to reduce escalations, improving service speed and quality. It can also can perform business case analyses and organize presentation materials. More InformationRelated ArticlesJetBrains Junie - An AI Coding Agent Anthropic Launches Prompt Caching With Claude To be informed about new articles on I Programmer, sign up for our weekly newsletter, subscribe to the RSS feed and follow us on Twitter, Facebook or Linkedin. 
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