Crescendo, an AI-native contact center, has launched Multimodal AI, designed to unify voice, text and visual interaction within a single, intelligent conversation. Instead of switching channels, customers can simultaneously type, speak, share images and connect to devices, in the same exchange, the company said.
Multimodal AI is intended to change how customers engage with brands. For example, a homeowner can chat, talk and share a photo from their front lawn to fix a sprinkler issue—all in one continuous conversation—while an online shopper can upload a selfie to get an instant, AI-powered skin tone match while browsing for makeup on a cosmetics website. Similarly, a driver can describe a dashboard warning via chat and have AI connect to the vehicle system, talk them through the issue and provide real-time directions to the nearest service center, all in the same exchange, officials said.
The upshot, Crescendo officials said, is a transition from AI with rigid, scripted systems to fluid, multimodal intelligence without workflows. Instead, Crescendo’s AI assistants learn directly from the same operational and policy content used by human associates. Instead of being programmed to follow steps, the AI understands company policies, product data and procedures directly from existing knowledge content. And by grounding every response in verified knowledge, Crescendo’s AI is designed to prevent hallucinations and achieves 99.8 percent accuracy, the company said.
Crescendo offers an AI-first architecture using advanced LLMs, role-specific prompting and direct data access through Model Context Protocol (MCP), officials said.
Multimodal AI builds on Crescendo’s Voice AI capabilities introduced last year as well as its broader AI Suite. Additional updated components to AI Suite include adaptive AI voice assistants, AI-driven analytics via Crescendo Insights, faster and more consistent ticket management, and MCP integrations.
“The first wave of bolt-on bots for CX has delivered a level of automation that is now becoming table stakes,” said Matt Price, co-founder and CEO of Crescendo. “The next wave will be all about using AI for CX innovation. Multimodal AI is an example of this, but it can only be unleashed with a next-generation AI architecture.”
Customers already using the Crescendo AI Suite can add Multimodal AI to their existing solutions by leveraging the same knowledge base and backend integrations, the company said.
