CX Needs AI That Never Blinks

What’s New

This month’s release underscores a simple truth: enterprise-grade CX demands more than flashy AI—it demands AI you can depend on. As CX leaders shift from experimenting with isolated AI use cases to making it a core pillar of their customer experience strategy, the technology simply cannot buckle under pressure.

Crescendo strengthens its AI Suite with additional levels of reliability, AI Assistant use case depth, and data redaction. These updates reflect a shared expectation with our customers: when AI powers your service, it has to be dependable.

Multi-provider Resilience

Crescendo is introducing multi-provider resilience, an industry-first approach that delivers unmatched stability for our AI Assistants, as part of our AI-native architecture. By sending each request to multiple LLM providers in parallel and accepting the fastest response, we ensure predictable performance even when model providers experience outages, latency spikes, or global instability. This eliminates single-provider dependency, reduces response times, and sets a new bar for reliability.

The problem we’re solving

Single-provider LLM architectures introduce far more than technical fragility. They can create organizational, brand, and customer-experience risks and expose CX teams to:

• Brand erosion when outages or latency occur making the company seem unreliable
• Viral customer complaints when AI glitches or has unexpected availability issues
• Service quality degradation from unexpected LLM model changes 
• Zero fallback strategies during global incidents or region failures

In short: relying on a single-provider puts a company’s brand and customer trust on the line.

What’s happening under the hood

We’ve eliminated single-provider dependency and route requests in parallel across multiple LLM service providers to ensure 100% response uptime. 

Example Data Flow

1. The AI Assistant sends a request to Crescendo’s AI microservices.
2. Crescendo service layer fans the request out to multiple LLM providers simultaneously.
3. If one provider is slow, rate-limited, or down, a seamless failover occurs instantly. This ensures there are always two models in play. 
4. Both providers return responses; Crescendo automatically selects the fastest valid one.
5. The chosen response is sent back to the AI Assistant, ensuring continuous, resilient conversations.

What this unlocks 

By running every request across multiple model providers in parallel, Crescendo removes single points of failure that can affect other conversational AI providers. Outages, rate limits, regional slowdowns, and surprise model regressions no longer disrupt customer conversations because the system automatically shifts to whichever provider is performing best at that moment. This reduces latency and makes it far more consistent, giving customers a faster and smoother experience regardless of upstream instability. View our operational availability anytime via the Crescendo status page.

The most suitable model for the task

This is coupled with the already existing modularity of Crescendo’s AI-native architecture. Different models excel at different tasks, so being able to automatically select the best model for the job at hand is essential. This has been a core design principle of the Crescendo AI Suite, which allows us to:

• Use a fast-turn LLM to form the query to tenant knowledge bases
• Use reasoning and function calling optimized LLMs to query the KB and make tool calls to backend/integrated systems
• Use paired models to evaluate customer satisfaction and generate an overall summary and Predicted CSAT for every engagement
• Use different language models for our Voice Assistants to ensure a conversational and on-brand tone
• For conversations that require hand off or escalation to our Superhuman agents, use a fully customized rubric to assess the entire interaction (both AI and superhuman) and provide a complete view of CX performance

Crescendo’s AI Suite uses more than ten frontier and custom models each selected for its strengths, and together orchestrated to deliver outcomes that no single model could achieve on its own. This approach ensures our customers get the most reliable, best-in-class AI.  

Control Without Complexity

As AI Assistants take on more responsibility in customer interactions, teams need clear ways to manage change, intent, and escalation. This release adds several enhancements that make it easier to operate AI in production without introducing risk or inconsistency.

AI Assistant Version Control brings structure to how AI behavior evolves over time. Teams can keep a stable, published configuration in place while safely making changes in draft. When updates are ready, they can be promoted with full visibility into what changed and when, while previous versions are preserved for reference. This helps teams move faster without sacrificing stability or auditability.

Crescendo also expands how AI Assistants work with customer-provided documents. With PDF IQ, AI can extract and use information from uploaded files as part of the conversation, helping answer questions tied to menus, invoices, or policy documents without forcing customers to restate context.

At the same time, teams maintain control over when files should be analyzed at all. A new setting allows uploaded files to be treated either as usable context or as simple attachments, making it easy to support processes where a file upload should immediately trigger a human review instead of continued automation.

Finally, Handoff Categories add structure to transitions from AI to human support. By consistently labeling why a conversation is handed off, teams gain clearer insight into automation boundaries and recurring customer needs, improving reporting and follow-through without adding operational complexity.

Never Again Press 1 to…

Multilingual support should feel natural, not like navigating a phone tree. Crescendo enables real-time language switching mid-conversation across multiple languages. A customer can start in English, move to Arabic (now supported), and switch back—while the AI Assistant keeps full context and tone. This is the kind of intuitive, global-first customer experience modern brands are expected to deliver.

All of these engagements are evaluated using Crescendo’s proprietary Predictive CSAT methodology, which automatically scores one hundred percent of interactions. Giving teams instant visibility into what is working, what is not, and where small adjustments can unlock a noticeably better customer experience.

Enterprise-grade trust

Crescendo now supports automated data redaction during export, ensuring sensitive customer information, such as PII and PHI, is systematically removed from both AI Assistant and human-agent engagements. This process ensures that teams can safely use the data for quality monitoring and insights without exposing or violating customer privacy regulations like HIPAA.

This enhancement is part of our broader commitment to delivering enterprise-grade readiness for organizations that require uncompromising security, compliance, and operational resilience. Alongside our new redaction capabilities, we are committed to protecting and safeguarding client data through:

• SOC 2 Type II: independently verified security and operational controls
• HIPAA and Healthcare readiness with full BAA support
• ISO 27001 certification for global information security management
• GDPR and CCPA alignment for global data rights and minimization
• Annual third-party security testing to stay ahead of emerging threats

Experience AI That Performs When It Matters

See how Crescendo delivers reliable, resilient, enterprise-ready AI. Book a walkthrough with our team today.