Case Study: Rachio achieves 95%+ support accuracy with Crescendo

Rachio scales support for 1M+ users with Crescendo and 95%+ accuracy

Rachio, a leader in smart irrigation technology, faced the challenge of providing high-quality, technical customer support for over one million users while operating under significant budget constraints. With a support team led by just one individual, traditional strategies were insufficient for handling complex IoT inquiries, especially during seasonal surges. Partnering with the vendor Crescendo, Rachio sought a scalable solution that could maintain exceptional service without increasing overhead.

Crescendo implemented its Augmented AI platform, a hybrid AI and human solution, to provide fast and accurate omnichannel support. The AI was trained on Rachio's knowledge base and refined by human experts, quickly achieving up to 99.8% accuracy in resolving complex issues. The results were significant: Crescendo helped Rachio automate support, achieve 65% instant resolutions, and maintain 95%+ accuracy, all while enabling 24/7 multilingual coverage managed by a single CS leader.

Rachio