# How EVPassport uses Crescendo

**30 seconds**: “Human time-to-answer fell steadily during the ramp, now consistently holding under 30 seconds.”

As published on [crescendo.ai](https://www.crescendo.ai/customer-stories/gold-standard-customer-support-at-enterprise-scale). Captured by usedby on 2026-10-07.

- Company: [EVPassport](https://www.usedby.ai/companies/evpassport.md)
- Tool: [Crescendo](https://www.usedby.ai/tools/crescendo.md)
- Teams: Customer Support, Product, Engineering

## What the story says

EVPassport uses Crescendo's AI voice and in-app chat assistants, backed by human experts, to provide customer support for EV charger drivers and property owners. The setup extends support from office hours to around-the-clock coverage, with AI handling most inquiries and handing off complex cases to people.

Summary written by usedby from the source page, in English. The figures are those of Crescendo and EVPassport, not ours.

> In the first five months, support expanded from limited 8-5 business hours to true 24/7/365 coverage with seamless human handoff, improving resolution with every interaction.

- **70%**: “AI now resolves the majority of inquiries, holding near 70% instant resolution while keeping humans easy to reach.”
- **33 days**: “EVPassport and Crescendo moved from kickoff to go-live in 33 days.”
- **24/7/365**: “In the first five months, support expanded from limited 8-5 business hours to true 24/7/365 coverage with seamless human handoff, improving resolution with every interaction.”
- **40%**: “Predictive CSAT climbed from roughly 40% at launch to about 70% and continues to rise.”

> We can count on Crescendo. Round-the-clock AI, round-the-clock people, and a partner who keeps improving with us.
>
> Cass Sapir, AI Lead

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 30 seconds is printed word for word on the page, near the name of EVPassport.
- Checked: the passage quoted above is copied word for word from the page, near the name of EVPassport.
- Checked: EVPassport uses Crescendo. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/evpassport-crescendo · How we check: https://www.usedby.ai/methodology