Crescendo AI CEO Matt Price on Building AI-Native Customer Service

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Conversational AI is moving beyond scripted chatbots and intent-based virtual agents. Enterprises are now exploring AI systems that can manage multimodal interactions, adapt dynamically, and charge based on outcomes.

In this Executive Spotlight interview, Charlie Mitchell speaks with Crescendo.ai founder and CEO Matt Price about how Crescendo is helping organizations rethink customer service operations, transitioning from traditional automation models to AI-native experiences.

The conversation covers Crescendo’s approach to operational AI deployment, workforce transformation, customer experience design, and much more...

What This Episode Covers

• What differentiates Crescendo AI from other conversational AI providers
• How Crescendo combines AI with operational CX expertise
• Why many enterprises struggle to operationalize AI
• How AI is changing customer service roles rather than eliminating them
• Why Crescendo acquired a BPO operation
• How multimodal AI changes customer engagement
• How Crescendo approaches AI reporting, outcomes, and pricing
• What AI-native customer service operations could look like in the future

Crescendo AI focuses on helping enterprises operationalize conversational AI across customer support environments rather than simply adding AI layers on top of existing workflows. 

The platform combines AI tooling with operational support to help organizations improve responsiveness, reduce friction, and redesign customer journeys around AI-native experiences.

As Matt Price explains throughout the interview, the goal is not simply to automate customer service. It is to create faster, smarter, and more adaptive support experiences while allowing human agents to focus on higher-value interactions.