# How RealVNC uses Crescendo

**90%** Backlog reduction

As published on [crescendo.ai](https://www.crescendo.ai/customer-stories/realvnc-ai-human-support-95-csat). Captured by usedby on 2026-10-07.

- Company: [RealVNC](https://www.usedby.ai/companies/realvnc.md)
- Tool: [Crescendo](https://www.usedby.ai/tools/crescendo.md)
- Industry: [DevTools & Infrastructure](https://www.usedby.ai/companies/industry/devtools-infrastructure.md)
- Teams: Customer Support

## 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.

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

> 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.

- **60%**: “60% of tickets resolved without a human”
- **21**: “Time to agent (chat): dropped from over 100 seconds to 21”
- **15 seconds**: “Time to agent (voice): dropped from voicemail only to 15 seconds”
- **95%**: “CSAT climbed above the team's 95% target (up from low-to-mid 80s)”

> We finally turned off the macro that started every message with 'sorry for the delay getting back to you.'
>
> Jack Naisbett, Enterprise Support Engineer

Source: [crescendo.ai](https://www.crescendo.ai/customer-stories/realvnc-ai-human-support-95-csat), captured 2026-10-07.

## Crescendo users in DevTools & Infrastructure

- [MeisterTask](https://www.usedby.ai/companies/meister-task.md) — Confirmed
- [Airtable](https://www.usedby.ai/companies/airtable.md) — Observed

## What usedby checked

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

- Checked: the figure 90% 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 RealVNC.
- Checked: RealVNC 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/realvnc-crescendo · How we check: https://www.usedby.ai/methodology