Case Study: EVPassport achieves 24/7 support scale and 70% AI resolution with Crescendo

EVPassport scales 24/7 support with Crescendo and resolves 70% of inquiries with AI

EVPassport, an EV charging network, faced a challenge scaling its customer support to meet the 24/7 needs of drivers. With only one in-house agent, support was limited to business hours, and demand spikes strained the team. They chose Crescendo for its hybrid AI and human customer service model to address this gap.

Crescendo implemented its solution, going from kickoff to live support in 33 days. The result was true 24/7/365 coverage, with AI resolving 70% of inquiries instantly and human response times falling under 30 seconds. This partnership with Crescendo boosted predictive customer satisfaction from 40% to 70% and eliminated internal escalations.

EVPassport