Grant Harvey

Where should listeners go to give Mercury a try and learn more about diffusion language models?

What if your customer service team could handle 90% of tickets automatically with 99.8% accuracy and still feel human?

Today, we're talking to the guy building exactly that.

Welcome, humans, to the latest episode of The Neuron Podcast.

I'm Grant Harvey, writer of The Neuron Newsletter, and today I'm talking to Matt Price, CEO of Crescendo AI.

Matt spent over 13 years at Zendesk helping build one of the biggest names in customer service software, and now he's betting that AI plus humans together will beat AI alone.

I like that concept, so I'm excited to chat with him about how he's doing exactly that.

Matt, welcome to the show.

Awesome.

So Matt, I want to start with the macro context to kind of set the stage.

We often hear that customer service and coding are probably the two biggest jobs, most in the crosshairs of AI automation, right?

And coding has seen incredible gains over the past year.

So I'm curious, what about customer service?

You started Crescendo back in 2024 after you left Zendex Labs.

So how has the tech progressed since you started Crescendo and where would you say we are now?

That's awesome.

That's awesome.

So as far as like how much of the customer service process can actually be automated today versus a year ago, like I guess what does Crescendo do specifically?

Like we could start there and then talk about how you use AI in your process and how that just, I guess, affects the larger industry and how the larger industry is using it.

Okay, that's interesting.