Rather than layering AI on top of legacy reporting, Crescendo embeds intelligence directly into the existing tech stack to simplify CX.
Crescendo, the AI-native contact centre, has announced new updates to Crescendo AI Insights, which replaces passive dashboards with dynamic, AI-powered intelligence for customer operations.
To monitor historical performance, CX teams have traditionally relied on manual, static dashboards that assume users already know what to look for.
Crescendo AI Insights flips this model. Instead of stitching data across systems, teams can now use AI to continuously analyse conversations and operational data, surfacing emerging trends in real time.
It highlights what is changing and why, grounded in evidence and historical comparison, resulting in faster alignment, less manual analysis, and clearer strategic direction.
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Because Crescendo is AI-native across the entire customer experience, it analyses the full journey, so leaders see the complete picture, not a partial view from bolt-on tools.
AI Insights is available to all customers at no additional cost and is supported by forward-deployed experts to ensure teams operationalise value quickly. Rather than layering AI on top of legacy reporting, Crescendo embeds intelligence directly into the existing tech stack to simplify CX.
In practice, customers can use AI Insights to:
- Uncover emerging friction themes across their operations, surfacing recurring issues directly from conversation transcripts and unified voice of the customer (VoC) data, with supporting evidence and no exports or disparate dashboards.
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- Identify product interest signals in retail or ecommerce scenarios, detecting specific customer inquiries and motivations, insight previously inaccessible from standard volume dashboards alone.
- Pinpoint escalation gaps in software support operations, analyse transcripts to understand associate behaviour with AI resolutions, and reveal routing issues or grey-area cases before they become repeat escalations.
“AI Insights is the kind of capability that changes the conversation in real time,” said Tonya Strickland, Director of Customer Support at HappyCo.
“I’m honestly a little mind-blown thinking about how we can use the data—customise reports on the fly, and get to clarity faster when we’re debating what to prioritise.”
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“Our senior leadership team meets regularly to discuss support KPIs, and the timing couldn’t be better. Instead of spending the meeting explaining how we’re stitching data and rubrics together, we can start asking better questions and showing what’s possible live.”
From Static Reporting to Living Intelligence
Crescendo AI Insights transforms traditional analytics into a reusable, consistently refreshed AI-native intelligence experience. Instead of one-time reports that go stale, teams get living insights that evolve with the business. Key capabilities include:
- AI-Surfaced Insights and Dynamic Visualisations. AI generates software code and database queries to analyse customer conversations and produce graphical representations of CX insights. Teams can use natural language conversation to drill into root causes, refining views in real time without building new reports.
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- Built-In Evidence. Every insight includes supporting detail, from representative conversation examples to the data points driving the result. Leaders can validate findings immediately and move from observation to action.
- ‘Time Travel’ Analysis. Built-in historical comparisons allow leaders to step back through time to see exactly how performance shifted over days, weeks, or after operational changes. This eliminates the need for exports to perform comparison analysis.
- Shared, Governed Environment. Insights are available across the organisation, ensuring teams align around the same themes, trends, and evidence, without dashboard sprawl or disconnected reports.
Closing the Gap Between Tactical and Strategic CX
Crescendo AI Insights closes one of the biggest gaps in CX: managing daily fires and quarterly strategy using static dashboards that fail to keep pace with changing customer habits.
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Tactical teams can monitor emerging operational issues in real time, while leaders instantly gain the strategic context needed to understand how performance trends evolve, all without days of manual data pulling.
“Answers are easy. Trust is hard,” said Matt Price, Co-Founder and CEO of Crescendo. “Dashboards were built for a world of manual interpretation. AI allows us to move beyond static reports to living intelligence. Instead of asking teams to pull numbers and build decks, AI Insights continuously analyses patterns, explains what changed, and grounds those findings in evidence.”
“It’s not about more charts; it’s about giving leaders a system designed to surface what matters most in their business every day.”
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