New Enhancements Powering the Crescendo AI Suite

Building the Future of AI-native Customer Experience

CX leaders are under pressure to prove hard-dollar ROI, yet fragmented data and tool sprawl keep CX stuck as a cost center instead of a value engine. At the same time, AI is everywhere but hard to operationalize. Legacy technology stacks, reskilling gaps, and low-trust automation make experiences brittle just as customers expect empathy and true personalization.

The Crescendo AI Suite is proven cutting-edge technology used across global deployments to deliver a solution built for scale. It moves organizations past pilots into measurable AI business outcomes that help CX teams meet demand. With Crescendo, companies can increase customer satisfaction, lower service costs, and deliver positive engagements across every customer interaction. Let’s explore some of the new capabilities.

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Integrations in minutes not days

_{What’s new}

Crescendo adds additional support for Model Context Protocol (MCP) providing new capabilities that allow Assistants to interface more effectively to existing systems to access product and service data from your source of truth. 

_{The problem we’re solving}

One of the core problems in existing AI customer service technology is isolation. Chatbots run in silos and rely on rigid workflows with specifically configured API calls. This results in bots returning generic, outdated, or inaccurate answers frustrating customers. Additionally, this workflow approach requires a lot more effort during the design and implementation phase and makes adjustments and maintenance difficult due to the change management risks.

We take a fundamentally different approach. Our AI Assistants operate without the need for workflows, learning with autonomy directly from the same operational and policy content and data used by human associates. Instead of being programmed to follow workflows we integrate to your source of truth systems to understand company policies, product data and procedures directly from the source.

_{What’s happening under the hood}

One of the many MCP integrations we support is with Shopify. This allows our customers to deliver a complete shopping assistant experience through our AI Assistants. Here is how it works.

A shopper browses to the site and asks the Assistant for recommendations for an outfit for their toddlers upcoming birthday celebration with fall colors.

On the back-end the Crescendo Assistant connects to Shopify’s storefront MCP server to query the store's catalog, via search_shop_catalog, based on the shopper's request. Any items that meet the shoppers requirements will be presented as an option and would include a description, a link, and an image of the item.

The shopper adds a couple options to her cart but decides she only wants one. She asks the Assistant to remove all but one. The Crescendo Assistant invokes Shopify’s, update_cart,updating the cart and the shopper checks out.

The shopper wishes to check the status of their order and asks the Assistant for an update. Crescendo’s out-of-the box Shopify integration queries order status and provides an update on the order. Full order lifecycle management through a Crescendo Assistant.

_{What this unlocks}

MCP integrations, part of our AI-first architecture, enable our Assistants to be context-aware and action-oriented to deliver a true plug and play Agentic AI experience. This allows us to eliminate redundant knowledge base curation and ensures our Assistants are providing the most accurate and timely information in every engagement. 

From analysis to action with Crescendo Insights

_{What’s new}

‍Crescendo Insights goes beyond monitoring to deliver proactive recommendations. With Crescendo Categories and Data Assistant, CX teams align fixes to real customer goals. These insights show why people reach out, turning raw conversations into clear themes so teams can spot patterns, close gaps and build action plans that solve root problems rather than symptoms. 

_{The problem we’re solving}

Legacy Voice of the Customer technology requires manual and tedious interaction tagging and is built to collect scores, not drive change. It samples a small, self-selected slice of customers through after-the-fact surveys while ignoring the live stream of engagements. Insights arrive late and lack context so teams end up guessing at root causes and chasing metrics instead of fixing the problematic areas of the customer journey. With no closed loop into operational changes issues linger and customers feel unheard.

_{See it in action}

Every engagement human or AI is automatically auto-categorized providing the ability to quickly see thematic conversation topics including conversation count, average CSAT, and escalation details. 

The Crescendo Data Assistant, also part of Insights, enables deeper analysis of those conversations  through prompting. 

This functionality allows CX teams to ask broad or highly specific questions across their conversations and is used to surface knowledge/content gaps, process change recommendations, and provides areas of focus for product and user experience improvements. 

_{What this unlocks}

Crescendo Insights turns every call, chat, and email into action. Categories surface clear themes tied to customer goals, and Data Assistant answers broad or precise questions across the conversations. Teams spot issues in hours, pinpoint root causes, and take action by updating content, surfacing defects, and coaching agents.

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Even more Crescendo AI Suite goodness

_{Adaptive Voice AI with brand-specific control}

Crescendo Voice Assistants support emerging speech to speech (S2S) models such as Amazon Nova Sonic and OpenAI RealTime, as well as proven speech to text (STT) - large language model (LLM) - text to speech (TTS) pipelines with Azure, DeepGram, ElevenLabs. Teams can create brand-specific voice profiles with tailored attributes, dialects, and languages. 

During our recent Stress less this peak season webinar, Anthony Tedesco, Head of Customer Support Operations at Rachio and client who leverages Crescendo Voice Assistants highlighted that they get “80,000 phone calls a year and you get to basically just scratch 20,000 of them right off the list, I mean, it, it really makes such a difference.” 

Crescendo Voice Assistants serve customers across AMER, EMEA, and APJ, delivering natural, consistent, and empathetic customer interactions while reducing effort and time to value. To accelerate rollout, Crescendo offers out-of-the-box integrations with leading CCaaS platforms - Amazon Connect, Genesys, Aircall, Gorgias Talk, and Zendesk Talk - at no additional cost so customers can use the systems they already have in place. 

_{Faster, consistent ticket management}

With the new Macros feature, CX teams can now invoke automated actions to update ticket properties using the full context of a case, including voice transcripts. Macros help teams move faster, maintain consistency, and reduce manual effort by enabling them to:

• Instantly generate accurate handoff information during escalations
• Create internal notes with summaries of troubleshooting steps already taken
• Enforce consistent summary formats across tickets as part of the resolution process
• Customize macros to support additional ticket-specific enrichment needs

By automating conversation summarization and enforcing structured formats, these actions save CX teams time and ensure every ticket is complete, consistent, and ready for the next stage - all without leaving the support workspace.

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Let’s turn these capabilities into measurable outcomes for your team. Get a demo today.

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