It’s with immense pleasure and excitement that we’re announcing the acquisition of PartnerHero by Crescendo AI, and the launch of our combined offering: Augmented AI.
As the founders and CEOs of Crescendo and PartnerHero, we each operated our businesses under a shared vision of combining software and services to deliver unbeatable customer experiences. The more we collaborated, the clearer it became that we could amplify this vision by joining forces.
Generative AI is transforming the customer experience (CX) industry, but so far no one has figured out how best to marry AI agents and human CX teams. The most common strategy is implementing a chatbot to handle simple queries while escalating more complex issues to a call center. However, this approach leads to a disjointed customer experience and an adversarial operating model where the chatbot and call center are in competition with each other, with businesses and their customers bearing the cost of this misalignment and inefficiency. Our solution resolves that.
The promise of Augmented AI is a seamless, hybrid service in which AI and human agents work in tandem, each leveraging their unique strengths to provide exceptional customer experiences.
What we’re building is neither a stand-alone AI SaaS tool nor a BPO, but the best of both: an end-to-end CX platform featuring seamless orchestration of omnichannel AI and human expertise, capable of improving quality, consistency, and efficiency while optimizing cost. Instead of billing per headcount, per hour, or even per automation (plus a hefty platform fee), Crescendo clients only pay for results. Crescendo uses AI to assess Customer Satisfaction (CSAT) for 100% of interactions, and clients are only billed when Crescendo’s AI and human agents meet or exceed the agreed-upon performance metrics. What’s great for the client is also great for support teams. By leveraging AI to automate repetitive tasks, the hybrid model creates an opportunity to cultivate a much more skilled workforce that can increasingly act as advisors and front line product advocates. Our vision is not to displace live agents but to automate repetitive tasks, upskill CX professionals, and create many new jobs — while offering a service that’s dramatically cheaper than traditional providers and more aligned to the needs of the companies we serve.
To supercharge its growth and service delivery capabilities, Crescendo has acquired PartnerHero, an innovative company that disrupted the BPO industry years ago by offering brand-aligned outsourcing to digitally native companies that were culturally misaligned with traditional call centers. PartnerHero’s focus on designing bespoke operations for each customer, leveraging a global footprint and deep CX expertise, has resulted in partnerships with some of the the world’s leading technology and Ecommerce brands, with industry-leading customer and employee retention. Like Crescendo, PartnerHero has been building its own technology for years, merging software and services together. Those synergies make PartnerHero the perfect partner in Crescendo’s pursuit of Augmented AI.
As of today, we are aligning our futures behind the promise of Augmented AI. Our goal is nothing less than fundamentally reshaping the way businesses approach CX worldwide. A perfectly orchestrated symphony of next-gen AI and world-class customer care.
