The use case: how RealVNC deploys Crescendo
RealVNC uses Crescendo's AI to give a first response on every support ticket, resolving simple requests automatically and escalating complex cases to trained human associates. This works across chat, email and voice.
More reported results
Figures published in Crescendo’s case study. They are not independently measured by usedby.
60% of tickets resolved without a human
Time to agent (chat): dropped from over 100 seconds to 21
Time to agent (voice): dropped from voicemail only to 15 seconds
CSAT climbed above the team's 95% target (up from low-to-mid 80s)
In the customer’s words
We finally turned off the macro that started every message with 'sorry for the delay getting back to you.'Crescendo users in DevTools & Infrastructure
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Based on Crescendo’s published case study. We check the public evidence; the results are reported by the vendor.
crescendo.ai- Last checked
- Oct 7, 2026
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What we compared with the page.
- The figure: 90%Checked
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- The passage quoted aboveChecked
Copied word for word from the page, near the name of RealVNC.
- RealVNC uses CrescendoChecked
Confirmed line.
- The result itselfNot checked
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AI now handles the first response on every ticket, checking issues against RealVNC's product documentation. Simple requests, like a password reset or a basic account question, get resolved on the spot.