# How IDEO U uses Crescendo

**85%+** routine questions resolved instantly

As published on [crescendo.ai](https://www.crescendo.ai/customer-stories/ideo-u-always-on-human-centered-support-for-ideo-u). Captured by usedby on 2026-10-07.

- Company: [IDEO U](https://www.usedby.ai/companies/ideo-u.md)
- Tool: [Crescendo](https://www.usedby.ai/tools/crescendo.md)
- Industry: [EdTech & E-learning](https://www.usedby.ai/companies/industry/edtech-e-learning.md)

## The use case: how IDEO U deploys Crescendo

IDEO U uses Crescendo's AI assistants inside its existing Zendesk workspace to provide always-on chat support for learners. The AI resolves routine questions such as refunds, cohort moves and account access, and hands edge cases to human experts.

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

> With Crescendo, IDEO U is resolving 85%+ of their routine questions, while complex issues are reaching human agents faster. Refunds and cohort transfers have dropped from 4-5 exchanges over a week to 1-2 interactions. And CSAT has improved 34%—reflecting quicker, clearer resolutions.

- **33 days**: “Crescendo and IDEO U moved from kickoff to go live in 33 days.”
- **1-2**: “Refunds and cohort transfers have dropped from 4-5 exchanges over a week to 1-2 interactions.”
- **50%**: “Scaled support without staffing changes after a 50% team reduction”

> The platform being always available and always on was the biggest thing for us. I didn’t have to manage a complex schedule.
>
> Jen Sims, Director of Product, IDEO U

Source: [crescendo.ai](https://www.crescendo.ai/customer-stories/ideo-u-always-on-human-centered-support-for-ideo-u), captured 2026-10-07.

## Other companies using Crescendo

- [Cuyana](https://www.usedby.ai/companies/cuyana.md) — Confirmed
- [EVPassport](https://www.usedby.ai/companies/evpassport.md) — Confirmed
- [Kiki Milk](https://www.usedby.ai/companies/kiki-milk.md) — Confirmed
- [Lovepop](https://www.usedby.ai/companies/lovepop.md) — Confirmed
- [MeisterTask](https://www.usedby.ai/companies/meister-task.md) — Confirmed
- [Mention Me](https://www.usedby.ai/companies/mention-me.md) — Confirmed

## What usedby checked

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

- Checked: the figure 85%+ is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of IDEO U.
- Checked: IDEO U uses Crescendo. Confirmed line. Latest check across sources: 2026-10-18.
- Not checked: the result itself. We quote it; we did not measure it.

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