AI Insights: CX Analytics That Tell the Full Story

What’s New

Crescendo Insights just received a powerful upgrade, transforming static dashboards into living, AI-powered analytics. This marks the beginning of the end of dashboard fatigue.

Teams can now visualize and interact with their CX data through dynamic, customizable, AI-driven insights that explain what changed and why, and what to do next.

By leveraging Crescendo’s AI-native architecture, data analytics and visualizations are powered by pre-established and reusable prompt libraries that highlight customer conversation trends, performance drivers, and industry-specific metrics. Instead of rebuilding reports for every review, teams can create insights that refresh automatically in the background. And drilling deeper to uncover more detail? It’s as simple as asking a question. 

The problem we’re solving

You are preparing for an upcoming monthly review of your CX operation. 

Customer conversations are up, CSAT is steady, and the team has been executing. There is a great story to tell. But when you try to build that narrative through the existing dashboards, the story falls flat. 

Dashboards give you a quick pulse (daily ticket volume, average handle time, AI-solved rate at 72%). But what about the other 28% of conversations? What changed? Why did it change? What’s emerging that wasn’t on last week’s report? 

To answer those questions, you stitch data across systems. You export. You cross-reference. You rebuild slides. Before you know it, you have spent two days pulling together the information for a 30-minute conversation. 

This cycle repeats every week, month, and quarter.

Meanwhile, the gap between what tactical teams need (what's breaking right now) and what strategic leaders need (where to invest next quarter) keeps widening. 

Static dashboards show numbers. They don’t surface narratives. And in a world powered by AI, static dashboards simply aren’t enough.

There has to be a better way to surface CX insights – one that is continuous, and doesn't require days to produce, and that, instead of just delivering numbers, provides narratives that drive decisions.

A major evolution of AI Insights: From static reports to living intelligence

This is where AI Insights comes in. At its core, it takes the prompt-driven functionality of Data Assistant and turns it into a reusable, refreshable AI-assisted analytics visualization builder. Instead of one-time analysis that goes stale, teams create durable insights that:

• Start from proven patterns instead of reinventing the same analysis every time
• Refresh automatically and load instantly from cached results 
• Stay current in the background
• Are accessible tenant-wide with admin controls to ensure the right information reaches the right audience
  

The shift here is meaningful: from static dashboards to living intelligence that evolves with your operation. 

Unlike bolt-on bots that only analyze one slice of the journey, Crescendo unifies AI interactions, human escalations, and VoC (voice of the customer) data, so insights reflect the entire customer experience, not fragments.

See it in action 

AI Insights dynamically generates visualizations, analyzes trends and lets you explore root causes conversationally in real-time. 

Instead of chasing dashboards, you interact with a living intelligence system that surfaces what matters.

Newly Launched Capabilities

Evidence: See the “Why” Behind the Trend 

Trust is earned, not assumed. That’s why we built Evidence directly into AI Insights. 

When an Insight surfaces a trend or issue, it doesn't just tell you something changed. It shows you why – highlighting top themes, representative conversations and the exact data driving the result. 

Each evidence item is clickable, taking you directly into the underlying detail so you can validate findings, explore the content, and conduct root cause analysis. The goal is simple: faster verification and higher confidence in your decision. 

Time Travel: Answer the “What Changed?” Instantly

One of the most common and time-consuming questions in CX operations is "what changed?" ‍

‍Time Travel lets you step back through prior results and compare performance across days, weeks, or after operational changes – directly within AI Insights.  

Instead of exporting data or recreating past reports, you can interpret trends, spot inflection points, and understand context in minutes. This capability makes it much clearer to understand what has changed and when, builds confidence in the system’s consistency, and supports the cadence of daily and weekly operational review cycles.

Time Travel makes operational review cycles faster, clearer and more consistent. 

Real-world scenarios: What this looks like in practice

Retail and e-commerce:
A retail customer used AI Insights to surface the top items customers were asking about over a 30-day period. On the surface, it looked like standard product inquiries. But by drilling into Evidence, they uncovered a deeper pattern – customers weren’t just asking about products, they were asking about discounts. That signal would not have surfaced in a volume dashboard alone. The team adjusted promotional messaging and reduced repeat inquiries within weeks.

Software and AI escalation optimization:
A SaaS company wanted to understand why associates were stepping in on conversations the AI assistant could have resolved. Traditional dashboards showed escalation rates but not the “why.” By analyzing transcripts through AI Insights, they uncovered routing confusion and grey-area cases where urgency wasn’t clear. The result: better assistant training, smarter routing, and fewer unnecessary escalations.

Unified friction visibility:
Across industries, teams are using AI Insights to detect emerging friction themes across the entire customer journey—surfacing recurring issues directly from transcripts and unified VoC data without exporting reports or stitching together disparate dashboards. Instead of confirming hypotheses, they are discovering new ones.

What this unlocks 

It’s time to stop spending two days consolidating information for a 30-minute meeting. 

Instead of starting every review by pulling a quick pulse from dashboards and chasing missing context across systems to answer what’s behind the numbers, teams can turn the analysis they do repeatedly into durable AI Insights that refresh automatically and are centrally available. 

Operational trends become visible the moment they emerge. Strategic shifts become traceable over time.

With Evidence and Time Travel built in, stakeholders can validate what they are seeing, understand what changed, and tie insights back to real customer conversations - without exports or manual stitching. The result:

• Fewer stale decks
• Less analysis paralysis
• Higher trust in the data
• Faster, clearer decisions about where to invest next

This is CX intelligence, simplified. 

Experience the Power of AI Visualization

See how Crescendo turns your CX data into living intelligence that drive actions. Book a walkthrough with our team today