This blog post was originally written 6/5/2024, and was updated on 2/14/2025. We recognize that the world of AI is constantly changing, and we want to make sure that the most updated tools are reflected here.
Delivering a phenomenal customer experience is a key way to differentiate your business from the competition. As businesses adjust to meet rapidly changing consumer expectations, generative AI has emerged as a true game-changer.
From ticket contextualization to voice assistance, AI tools are enhancing customer satisfaction while pointing the way for a new era of customer-centric support solutions.
In this article, we'll explore five of the most powerful AI-enhanced tools and solutions that are reshaping the landscape of customer support, experience, engagement, and agent productivity— largely through automated contact deflection.
1) Crescendo AI
Crescendo AI applies an Augmented AI model that combines AI-driven efficiency with a dedicated human support layer. Unlike many standard AI solutions that escalate complex issues directly to a company’s internal team, Crescendo AI includes a fully trained PartnerHero team positioned between the AI and the business. This approach ensures that only the most complex, high-priority cases reach the business’s internal resources.
How It Works:
- AI for Routine Inquiries: Crescendo AI addresses simple, repetitive issues such as common FAQs, order status updates, and password resets.
- Human Experts for Complex Escalations: Any unresolved cases are routed to a specialized PartnerHero support layer—agents who follow a brand’s guidelines and workflows to handle complex or nuanced questions.
- Internal Team Focused on Critical Cases: Only issues requiring advanced knowledge, deep investigation, or broader organizational intervention are forwarded to the internal team.
Key Advantages of Crescendo AI:
- Augmented Approach: Balances automated responses for high-volume tasks with hands-on human oversight for complex or sensitive matters.
- Dedicated Human Support Layer: Employs trained agents who act as an extension of the brand, reducing the load on a company’s internal team.
- Minimal Maintenance Burden: Includes ongoing training and optimization of the AI model, freeing internal teams from having to maintain AI infrastructure.
- Continuous Learning: Improves accuracy over time by feeding escalated insights back into the AI, ensuring ongoing refinement without significant extra effort.
- Sentiment & Brand Alignment: Tracks customer sentiment and brand tone to deliver responses that remain on point and empathetic.
By integrating a specialized human support layer, Crescendo AI helps organizations minimize strain on their in-house teams and ensures that customers receive highly personalized, empathetic service—even when automation alone cannot resolve an issue.
2) Replicant
Replicant offers a conversational platform, powered by GenAI, designed to enhance customer service efficiency and experience.
While Replicant automates customer interactions across voice, text, and chat channels, it also provides a natural and human-like conversational experience, setting customers at ease.
Replicant's Thinking Machine handles repetitive and frequent inquiries, allowing live agents to focus on complex issues requiring the highest level of human empathy and critical thinking.
Key features of Replicant include:
- GenAI components for accelerating deployment and simplifying model training and evaluation.
- Omnichannel automation for delivering consistent customer experiences across all support channels using a shared library.
- Real-time analytics for easy access to comprehensive insights from customer interactions that can help you drive operational excellence.
- Seamless integrations for quickly connecting with existing systems for faster deployment and improved efficiency.
- AI handoff for smooth transitions to human agents when necessary, including detailed call summaries and action plans.
Leveraging Replicant’s feature set enables agents to reduce customer hold times, deliver faster resolution rates, and work through complex cases more efficiently—all of which ensures your support team are delivering maximum value for your customers and your business.
3) Siena AI
The main customer frustrations when it comes to automated responses usually stem from one of two areas:
- Language and phrasing not being aligned with the customers’ way of speaking
- Robotic, unempathetic, and/or unhelpful answers in general
Siena AI brings a truly human element to AI Agents, thanks to their advancements with large language model (LLM)-based tools.
While other LLM-based chatbot systems focus on basic keyword matching to navigate decision trees and suggest resolutions, Siena focuses specifically on brand tone and empathy while also serving up real-time generated responses to questions asked in the customer's voice.
Specifically focused on e-commerce businesses, Siena AI provides accurate and quick support in over 100 languages across all text-based channels.
It integrates directly into Shopify and help desks such as Gorgias, Zendesk, and Intercom, which brings increased value to your agents without changing their tech stack.
4) Kodif
Support agents need to access three main things for almost every type of ticket:
• Context about the issue and the user
• The SOP or workflow to follow for it
• Access to the right resources or tools to act on it
Kodif addresses all three. An automated agent copilot that integrates with your help desk, Kodif pulls context about the user and their issue into support tickets.
These details can include things like order numbers, tracking information, location data, previous interactions—anything that could be relevant to the agent viewing the ticket.
Kodif combines that information with workflows that can be used to resolve the issue. For example: issue a refund, re-ship a product, apply a discount code, or update a user record.
Instead of searching other tools, swapping between screens, or copying and pasting in search information, Kodif enriches tickets' contextual data and provides the workflows to take action.
As a result, agents are able to provide quicker and more accurate responses. Kodif does a lot more than that—like suggest customized, contextual, natural language responses so you avoid robotic-sounding macros.
It’s one of our favorite tools for helping teams work more efficiently—check it out for yourself!
5) MosaicVoice
MosaicVoice helps agents by giving them real-time guidance and information on all phone or video calls. It uses AI to keep track of workflows and compliance and tells your agents what they should and shouldn't do.
While rumors have circulated for years that phone support was slated to disappear, the opposite has proved true. Customer use of voice channels has only increased in recent years, with over 50% of customers turning to phones for urgent requests.
As a result, customers often find live agent contacts to be a positive experience, reducing frustration caused by complex self-service systems. But for support agents, voice channels can be stressful, difficult to staff effectively, and notoriously hard to QA.
MosaicVoice provides a solution for these problems. The platform ensures agents ask the right questions, capture the right details, and complete the right tasks in order to address a customer’s concerns.
With MosaicVoice’s QA tools, it’s easy to quickly assess if all steps are followed correctly on a call, while cases can also be escalated to leaders in real-time in case of a mistake or customer dissatisfaction.
This ensures stressful cases receive prompt attention to keep the queue moving smoothly and provides opportunities for agent training and process improvement.
Not only can you quickly QA if everything is done right on a call, but leaders can be flagged in real-time if a customer is unhappy or an agent makes a critical mistake. This reduces agent stress and improves training on voice channels.
In conclusion
With a plethora of AI-powered tools out there that can all potentially help you streamline your CS and CX, you might ask “But how do I know which one to try out or choose (first)?”
In all honesty, the answer is: “It depends.” The first step is to understand the needs of your business, your customers, your support team, and where your priorities are in terms of delivering solutions across your organization. Our team specializes in helping folks figure out where to go next, so if you're looking for a little bit more help, please reach out.
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