#234 Matt Price: How Crescendo is Disrupting Customer Service with Gen AI

In this episode of the Eye on AI podcast, Matt Price, CEO of Crescendo, joins Craig Smith to discuss how generative AI is reshaping customer service and blending seamlessly with human expertise to create next-level customer experiences.

Matt shares the story behind Crescendo, a company at the forefront of revolutionizing customer service by integrating advanced AI technology with human-driven solutions. With a focus on outcome-based service delivery and quality assurance, Crescendo is setting a new standard for customer engagement.

We dive into Crescendo’s innovative approach, including its use of large language models (LLMs) combined with proprietary IP to deliver consistent, high-quality support across 56 languages. Matt explains how Crescendo’s AI tools are designed to handle routine tasks while enabling human agents to focus on complex, empathy-driven interactions—resulting in higher job satisfaction and better customer outcomes.

Matt highlights how Crescendo is redefining the BPO industry, combining AI and human capabilities to reduce costs while improving the quality of customer interactions. From enhancing agent retention to enabling scalable, multilingual support, Crescendo’s impact is transformative.

Discover how Matt and his team are designing a future where AI and humans work together to deliver exceptional customer experiences—reimagining what’s possible in the world of customer service.

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(00:00) Introduction to Matt Price and Crescendo  

(01:49) The rise of AI in customer service  

(05:34) Using AI and human expertise for better customer experiences  

(07:47) How Gen AI reduces costs and improves engagement  

(09:37) Challenges in customer service design and innovation  

(11:32) Moving from hidden chatbots to front-and-center customer interaction  

(14:08) Training human agents to work seamlessly with AI  

(17:02) Using AI to analyze and improve service interactions  

(19:15) Outcome-based pricing vs traditional headcount models  

(21:53) Improving contact center roles with AI integration  

(25:08) The importance of curating accurate knowledge bases for AI  

(28:05) Crescendo’s acquisition of PartnerHero and its impact  

(30:39) Scaling customer service with AI-human collaboration  

(32:06) Multilingual support: AI in 56 languages  

(33:49) The vast market potential of AI-driven customer service  

(36:28) How Crescendo is reshaping customer service with AI innovation  

(42:42) Building customer profiles for personalized support