News: Crescendo Unveils Multimodal AI - A First for Customer Experience
SAN FRANCISCO - CRESCENDO LIVE: SF - October 28, 2025 - Crescendo, the first AI-native contact center, has launched Multimodal AI. It brings voice, text, and visual interaction into one seamless conversation so customers don't have to switch channels or repeat themselves.
In plain terms: your customers can type, talk, share images, and even connect devices within the same exchange. One session, one context, zero restarts.
What "multimodal" looks like in practice
- A homeowner chats, speaks, and shares a photo from the yard to fix a sprinkler issue in one continuous thread.
- An online shopper uploads a selfie to get an instant AI-driven skin tone match while browsing cosmetics.
- A driver describes a dashboard warning via chat, the AI connects to the vehicle, talks them through it, and gives turn-by-turn directions to the nearest service center.
"We see huge potential in Crescendo's Multimodal AI to change how our customers interact with Veer," said Nick McKay, CEO of Veer, designers of premium all-terrain gear. "If something happens on the trail, parents can instantly chat, talk, or share a photo of their Cruiser so we can help with no restarts. It's the next step in making every experience feel as effortless as our products - and a glimpse of how shopping and support are evolving together."
Why support leaders should care
- Faster resolution: one thread captures voice, text, images, and device signals - fewer transfers and repeat questions.
- Higher CSAT: customers choose how they interact in real time without switching channels.
- Cleaner context: consistent history and policy grounding across AI and human agents.
- Lower handle time: visual confirmation and device checks reduce back-and-forth.
The Crescendo secret sauce: AI without workflows
Most service AI depends on rigid workflows. Someone has to map every branch and exception, which slows scale and breaks under change.
Crescendo takes a different route. Its AI Assistants learn directly from the same operational and policy content your human team uses - no pre-built workflows required. Responses are grounded in verified knowledge, and Crescendo reports 99.8 percent accuracy.
- Single source of truth: company policies, product data, and procedures feed both AI and human agents.
- Modern stack: advanced LLMs, role-specific prompting, and direct data access via the Model Context Protocol (MCP).
- Less maintenance: fewer brittle flows to manage; faster rollout and updates.
What's new in the AI Suite
- Adaptive AI Voice Assistants: brand-controllable voice models using the latest speech-to-speech systems such as Amazon Nova Sonic and OpenAI Realtime, plus proven STT/TTS.
- Crescendo Insights: AI analytics that move beyond monitoring to proactive, actionable recommendations across CX and the business.
- Faster, consistent ticket management: automated actions can update ticket properties using full case context, including voice transcripts.
- MCP integrations: streamlined access to platforms like Shopify, so Assistants can reason from live product and policy data without redundant curation.
Speed to value
If you already use the Crescendo AI Suite, Multimodal AI can be added in as little as two weeks by leveraging your existing knowledge base and integrations. This ties performance to outcomes instead of licenses or seats.
As Crescendo's co-founder and CEO Matt Price noted, first-wave "bolt-on bots" brought baseline automation. The next wave focuses on CX innovation - and it depends on a modern AI architecture built for it.
What this changes for your queue
- Higher first-contact resolution via visual + voice + data in one thread.
- Reduced repeat contacts because context persists across modes and handoffs.
- Shorter AHT from quicker diagnosis (photo/device data) and clearer next steps.
- Better QA and coaching with unified transcripts and evidence (screenshots, images, device logs).
How to pilot Multimodal AI (practical steps)
- Pick 2-3 use cases where photos or device checks matter (e.g., hardware issues, order damage, installation).
- Audit your knowledge base for the top questions and edge cases; remove contradictions and stale policies.
- Map data sources needed for resolution (orders, warranties, shipping, device telemetry) and connect them via MCP.
- Define guardrails: when to escalate, what must be verified, and what should be summarized for human follow-up.
- Measure before/after: FCR, AHT, CSAT, containment rate, and recontact rate. Review weekly and iterate.
About Crescendo
Crescendo is the first AI-native contact center, built to deliver peak CX performance in the AI era. While others sell seats, licenses, or hype, Crescendo ties success to business outcomes. The platform combines auto-tuning AI with multilingual "superhuman" experts, so every interaction is fast, accurate, and empathetic.
Unlike legacy providers or bolt-on AI, Crescendo ships in weeks, not months, with outcome-based pricing and predictable performance. Crescendo guarantees outcomes that others talk about. Learn more at crescendo.ai.
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