Crescendo Technology Platform Release Notes January 2025

Major Platform Updates

CX Insights Data Assistant

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The CX Insights Data Assistant is a powerful new feature that combines the intelligence of the latest AI reasoning models with Crescendo CX Assistant data, enabling users to uncover handoff reasons and collaborate in brainstorming sessions ahead of monthly business reviews or similar client-facing sessions. 

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By instantly analyzing conversation data, CX professionals can identify key areas of opportunity, streamline handoffs, and enhance knowledge base resources to continuously improve containment rates. This translates into real-time optimizations and a more satisfying experience for both internal teams and the customers they serve.

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Beyond its immediate value for day-to-day operations, the CX Insights Data Assistant also serves as a consultative tool for broader CX strategy. By working together with our AI Categories feature it allows quality specialists and operations stakeholders to quickly pinpoint areas of opportunity, driving informed recommendations for process refinements and customer journey optimizations.

With the CX Insights Data Assistant, your team can confidently advise clients on ways to improve their CX solutions—transforming raw data into actionable insights and turning customer interactions into a chance to improve CX operations.

Categories

The Crescendo technology platform can now automatically categorize conversations using AI.  This feature is configured specifically for each CX Assistant deployment.  

In the Crescendo settings there is a new “Categories” drawer that allows for configuration of contact classifications called Category lists.  A Category list can include primary, secondary, and tertiary categories for a very detailed categorization.  The number of categories is configurable by the administrator who creates the list but note early customer deployments and testing has focused on lists of ~150 categories.

In the CX Assistant Settings there is a new configuration to enable the categorization and select the category list. 

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Once enabled, the Crescendo technology platform will begin to automatically assign conversations to categories using AI.  This data will appear in the new Categories drawer allowing the user to look at conversation trends by category or investigate a certain type of conversation.  All typical filter mechanisms are available to the user.

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Exports

Export button has been added in many places throughout the user experience.  This will allow you to export the view as currently shown (with filters) to a spreadsheet file (.xlsx format).  This export is intended for every day or ad-hoc data exports.

Custom data exports can now be configured to automatically run by Crescendo/PartnerHero operations teams for custom reporting use cases.

Additionally, Low CSAT score reporting is now set to run monthly to inform operations as part of the Crescendo quality guarantee program.

Volume

There is a new conversational analysis drawer called “Volume”.  Volume is specifically designed with Operations and Workforce Management teams in mind, making it easy to drill down into Crescendo CX Assistant conversations and export essential metrics like Conversation Count, Average CSAT, Escalated Count, Escalated Percentage, and Average Time to Agent for any given timeframe. With just a few clicks, you can generate an XLSX file that consolidates all these insights for streamlined reporting.

You’ll also gain flexibility with Quick and Custom date pickers, allowing you to tailor data windows precisely. 

Plus, a robust set of filters lets you refine your exports, ensuring you’re focusing on the most relevant information for granular CX operation analysis. Check out the video below to explore all the filter options and see how Volume can elevate your customer experience insights.

New Integrations

FreshChat - Crescendo CX Assistant can now handoff to Freshchat for messaging

Kustomer - Crescendo CX Assistant can now handoff to Kustomer for messaging

Minor updates

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• Message count is now added to the Conversations list.  This allows the user to quickly spot longer automation conversations.  For example, you can search/sort to find longer conversations.

• There is now a “Do Not Split” toggle that you can set for KB articles.  This appears in the UI for each article in the knowledge base.  Toggling this on will force the entire article to be considered by the LLM (whereas leaving it off will result in the article to potentially be subdivided and re-organized by the Crescendo semantic RAG implementation.  By default this should be off; however if there is a set of content that must always be considered in its entirety then this may be toggled on.

• Crescendo Assistant widget enhancement for our mobile users, now the widget will not open automatically even if there was previous conversation, preventing scenarios where it would take up the whole screen when users clicked on suggested external links.
• Associate ID and Email from Zendesk instance are now being passed to Crescendo Assistant conversation data in order to support CX Operation Reporting.

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