Multimodal CX and AI Agents | 3 Real-Life Examples 

What is Multimodal CX? 

Multimodal CX, or Multimodal Customer Experience, is the latest customer support concept where customers can interact with a brand through multiple communication modes, such as text, voice, email, video, and visual interfaces, without losing context.

Here, both the AI and human agents can understand, process, and respond to different kinds of inputs together, many times in one channel itself. 

In this model, customers enjoy a seamless support experience; no need to repeat their issue, switch channels, or struggle to explain. Plus, they get an option to share visuals like photos or videos to clarify their queries.

In Multimodal CX, both AI and human elements work together seamlessly.

1. Multimodal AI Agents in CX

Multimodal AI Agents are advanced AI assistants capable of interpreting customer queries across multiple modes, all at once. They use human-like reasoning and decision-making to understand the context and even emotional cues. They resolve issues autonomously, just as a human agent would, but much faster.

They use Natural Language Processing (NLP), Computer Vision (CV), Speech-to-Text (STT) / Text-to-Speech (TTS), Large Language Model (LLM), and Multimodal reasoning models like GPT-4o or Gemini. 

Think of multimodal AI agents as customer support executives who can process text, voice, and visuals simultaneously in the same support channel, and deliver instant resolutions, but are 10X faster, work 24/7, and communicate in multiple languages.

2. Human-backed Multimodal CX

Human agents, on the other hand, gain access to the same multimodal technology. They can instantly view all customer details, issue context, and AI-suggested solutions in one place, allowing them to resolve queries faster, often within the same conversation and channel, using audio, visual, or text-based responses.

Let’s understand multimodal AI agents with three real-life scenarios.

Multimodal CX Example #1: Text + Voice Support in the Same Channel

This example illustrates support channel continuity, one of the strongest advantages of multimodal AI agents.

A customer is trying to install an electric device but finds the instruction manual too long and confusing. 

• They reach out to customer support through live chat. 
• An AI agent is helping by typing installation steps and sharing explainer images/videos in the chat window.
• As the process drags on, the customer decides it would be easier to talk over the phone instead. 
• Instead of calling the support phone number, they simply tap the “audio” option in the same chat window. 
• The AI instantly switches to voice mode and starts listening, understanding, and responding with spoken instructions.
• No channel switching. No repeating the issue. Just one continuous conversation. Faster, smarter, and completely seamless.

Here, multimodality enhances the CX by allowing customers to use voice or audio messages within the same chat window, without having to make a call, wait in a queue, and repeat their issue all over again.

Multimodal CX Example #2: Human-Like Decision-Making

Have you ever tried returning an expensive non-refundable product on an ecommerce site? The process usually starts with a chatbot that collects your initial complaint, and then it transfers you to a human agent, since verifying images or videos and judging the claim’s validity is beyond a chatbot’s ability.

In the same situation, a multimodal CX AI agent can 

• talk to the customers naturally, 
• analyze the photos, videos, bills, and receipts shared by them, and 
• use reasoning and analytical skills to assess the claim’s validity.
• If it determines their request is genuine, it can issue a refund or replacement automatically, without ever involving a human agent.

In this example, multimodal AI enhances CX by handling the issue independently, saving customers from waiting for a human agent, re-explaining the problem, and wasting valuable time.

That’s the power of multimodal AI. Human-like intelligence, 10x faster execution, and zero friction for the customer.

Multimodal CX Example #3: Emotionally Intelligent Support

Have you ever chatted with a support bot that just didn’t “get” your tone, like when you were clearly upset, but it still replied, “Have a great day!”? Traditional chatbots focus only on what you say, not how you say it.

A multimodal CX AI agent can

• detect emotions through voice tone, word choice, and conversation flow,
• adjust its tone to sound empathetic, calm, or cheerful depending on the customer’s mood, and
• take smart actions like fetching deals when it senses pricing concerns, or instantly transferring an angry or frustrated customer to a human agent, even if it could solve the issue itself.

In this example, multimodal AI enhances CX by blending emotional intelligence with problem-solving. It understands both the content and the context of conversations, creating more natural, human-like interactions.

Crescendo.ai: #1 Platform for Multimodal CX Agents 

Crescendo.ai brings together all the above three layers of multimodality, channel continuity (text + voice), human-like decision-making, and emotional intelligence into one seamless CX platform. Its AI agents not only understand words but also context, tone, and visuals, enabling real-time resolutions with human-level empathy and precision. Whether it’s switching from chat to voice, verifying visual claims, or recognizing emotions, Crescendo’s multimodal AI agents do it all, faster, smarter, and without friction. In short, Crescendo.ai is your one-stop platform for Multimodal CX.
Book a demo today and experience how effortless customer support can truly be.

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