In a move to meet the growing demand for its augmented-AI platform, Crescendo, the pioneer behind the first augmented-AI customer experience (CX) platform, has announced its acquisition of PartnerHero, a well-regarded innovator in CX services. PartnerHero, whose impressive client list includes names like Airtable, Khan Academy, Sweetgreen, Tom’s Shoes, and Udemy, will now join Crescendo’s efforts to transform a market valued at over half a trillion dollars.
This acquisition marks a significant milestone in the tech industry, positioning Crescendo’s move as the largest deal executed by an early-stage company in this sector. To further its vision, Crescendo also revealed that it has secured $50 million in venture funding over the past year. This financial backing and its robust leadership team have enabled Crescendo’s innovative augmented-AI customer experience to scale swiftly, turning the once-small team into a rapidly growing operation that now includes over 200 clients and 3,000 customer experience professionals thanks to the addition of PartnerHero.
Over the last two decades, the customer service industry has largely prioritized deflection strategies—making it harder for customers to reach support to cut costs. Crescendo’s augmented AI platform aims to change that, boosting customer engagement while still reducing expenses. What sets Crescendo apart is its outcome-based pricing model, which means it only charges based on the results it achieves, aligning its success with that of its customers—an approach that breaks away from the standard industry practice of billing for labor.
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Crescendo launched its AI-augmented platform in 2023 and has maintained uninterrupted service ever since. With PartnerHero’s expertise now integrated, clients can expect access to Crescendo’s leading-edge augmented-AI technology, combined with high-quality customer support.
“We are thrilled to take the adoption of augmented AI in the customer service industry to the next level by merging the best AI technology with top-tier customer service talent,” said Matt Price, CEO of Crescendo. “Our comprehensive approach not only drives increased engagement and lower costs but also delivers significant returns on AI investments for our clients. PartnerHero represents the pinnacle of customer service excellence, and we’re excited to expand our reach together.”
Both Crescendo and PartnerHero share a vision that achieving the best customer service results requires a well-coordinated blend of AI technology and human expertise. By using AI to handle repetitive tasks, human agents are free to concentrate on solving more complex issues.
“While many of our competitors have struggled to adapt to AI’s role in customer experience, PartnerHero embraced this shift early on,” noted Shervin Talieh, CEO of PartnerHero, who will join Crescendo’s leadership team. “Our partnership with Crescendo accelerates our transformation toward an integrated software-and-service model that prioritizes outcomes. This evolution not only opens up new possibilities for the global brands we support but also offers new growth opportunities for our thousands of employees.”
Crescendo’s full-technology stack combines cutting-edge Large Language Models (LLMs) with proprietary tech to ensure every customer interaction is handled with precision and accuracy. This powerful combination allows companies to implement the system in as little as two weeks, minimizing the risk of issues like “hallucinations” that have plagued other AI solutions.