Every Customer, Every Question, Every Time: The Secret Behind 3-4x Conversion Improvements

Revolutionizing Customer Service: AI-Powered Conversions and Trust Scores at Web Summit Vancouver 2026

Matt Price, Founder & CEO of Crescendo, shared his extensive background in technology and customer service. Leading a 500-person CX team revealed the domain’s profound complexities. This, combined with the rise of large language models, convinced him that existing customer service technology was obsolete, necessitating a new, AI-native approach.

To ground Crescendo’s AI solutions in real-world operations, the five-person startup acquired a 3,000-person contact center with 200 clients. This unprecedented move created an invaluable “living research lab,” enabling Crescendo to develop and test cutting-edge AI products directly within a functional customer service environment.

Mr. Price presented a compelling case study with Love Pop, a greeting card company. Despite quality products and a generous returns policy, Love Pop suffered from a low 3.6 Trustpilot score due to slow resolution of customer inquiries. This highlighted a clear opportunity for AI-driven improvement in their customer experience.

By deploying Crescendo’s AI technology, Love Pop dramatically improved its customer service efficiency. Every customer call was resolved within 15 minutes, without increasing staff. This rapid enhancement propelled their Trustpilot score from 3.6 to 4.5 almost overnight, with customer reviews frequently praising the newfound responsiveness and quality of service.

Encouraged by these results, Love Pop strategically elevated customer service to a prominent, front-facing role on their website, immediately doubling customer engagement. Analysis revealed significant purchase intent, prompting Love Pop to empower agents with deeper product knowledge. These savvy agents achieved 3-4x conversion improvements over sales bots, generating an immediate 1.18% increase in e-commerce sales.

Crescendo’s platform utilizes a Business Insights Agent to identify key business drivers and a Deployment Agent to build and maintain AI software. The Deployment Agent integrates diverse data inputs to create and implement tailored software stacks for specific use cases, ensuring adaptability and continuous maintenance in the evolving AI landscape.

A demonstration showcased an AI chat agent for a children’s product site, integrated with Shopify for authentication. The agent’s behavior is controlled via natural English language instructions, not complex coding, allowing for clear directives on helpfulness and precise criteria for human agent handoff. The multimodal agent also demonstrated voice capabilities and intelligent problem-solving.

For a return, the AI agent offered a larger size and then proactively suggested climate-appropriate products based on the customer’s location. This “gentle influence of customer care” mimics a high-quality retail experience, guiding customers without being pushy, fostering trust and driving additional sales. Crescendo’s success, now with over 200 customers, is rooted in this blend of operational understanding, research, and agile AI deployment. Mr. Price concluded by inviting further discussion.