From Couch To Checkout, In One Scan
Plus: If AI shortens the path to “buy,” your data better keep up
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📅 February 25, 2026 | ⏱️ 5 min read
Good Morning!
We’ve all done it. You’re watching a show, someone walks on screen wearing a jacket that looks unfairly perfect, and suddenly you’re in a spiral: pause, screenshot, Google, “men’s jacket like this but cheaper,” 17 tabs, zero confidence.
AI is starting to kill that spiral. Not with better search. With fewer steps.
The Executive Hook:
Consumers don’t wake up wanting “AI.” They wake up wanting less friction. The tension is simple: the faster you make the path to purchase, the less room you have for mistakes.
🧠 THE DEEP DIVE: Shoppable TV Gets A Consumer AI Shortcut
The Big Picture: A new consumer app is using AI and computer vision to help viewers identify and buy fashion items they see on TV, turning “I want that” into a purchase path.
What’s happening:
Silvr launched a consumer app that lets you scan your TV or laptop screen with your phone to identify fashion items in a scene and find places to buy them.
The product is designed to remove the classic friction loop: pause, search, guess, scroll, give up.
The team is also building a white-label option for streaming platforms, which points to what comes next: shopping as a native layer inside entertainment.
Why it matters: This is CX at the moment of desire. When discovery becomes instant, the brands that win are the ones with clean product data, accurate matches, and a checkout that does not fumble the handoff.
The takeaway: Treat “findability” like a conversion lever. If your catalog data, imagery, and availability are sloppy, AI discovery tools will expose it fast. Tighten the basics now so you do not become the dead end.
Source: Vogue
📊 CX BY THE NUMBERS: AI Gains Show Up In Satisfaction And Productivity
Data Source: Deloitte Digital “Future of Service” hub
73% of respondents say AI has increased customer satisfaction. That is the customer saying, “Thanks for not wasting my time.”
64% of companies report higher agent productivity with AI. Translation: AI does the digging, agents do the judgment.
43% believe AI will enable 30%+ contact center reductions in the next three years. That only works if you redesign the work, not just bolt on a bot.
The Insight: The math is moving in AI’s favor, but only for teams that run service like an operating system. If your knowledge is messy and your escalations are vague, you will scale confusion.
🧰 THE AI TOOLBOX: Crescendo Operational AI
The Tool: Crescendo’s Operational AI is built to turn your internal knowledge (policies, SOPs, and real customer interactions) into something your service operation can actually run on.
What it does: Puts your knowledge, SOPs, policies, and customer engagements to work inside its platform so experts resolve faster with more consistent, on-brand outcomes. It also unifies Voice of the Customer (VoC), automated quality management, and AI-categorized intent to map the journey and surface prioritized improvements.
CX Use Case:
Stop policy roulette: Centralize refund rules, warranty terms, and escalation paths so agents stop inventing answers. Consistency becomes the brand.
See the journey breakpoints: Use intent plus VoC and quality signals to spot where customers get stuck, like cancellations, billing confusion, or repeated “where is my order” loops.
Trust: Operational AI is only as honest as the content you feed it. The big risk is freezing yesterday’s policy into tomorrow’s decisions. Mitigate it with content ownership, version control, and scheduled reviews. Add hard “must-escalate” triggers for money, identity, and high-emotion moments. That is how you keep speed without losing control.
Source: Crescendo
⚡ SPEED ROUND: Quick Hits
Anthropic Rolls Out New Enterprise Plug-Ins To Bring Claude Into Everyday Workflows - The next wave is less “chat” and more “AI inside the tools your teams already live in.”
SoundHound Launches A Real-Time Voice Sales Assist Agent For Retail - Retail CX is pushing AI into the live moment, not after the customer walks out.
WOW24-7 Launches An Automation And AI Department Focused On Hybrid AI-Human CX - Outsourcers are repositioning as operators of AI, not just staffing providers.
📡 THE SIGNAL: Friction Is A Product Choice
Silvr is a reminder that “consumer-facing AI” is not about futuristic features. It’s about removing steps. Every step you remove is a gift to the customer, but it also raises the stakes for accuracy, inventory truth, and brand consistency. The leadership move is to treat data quality and journey design as the real AI roadmap. What is the one step in your customer journey you would remove tomorrow if you trusted your operation to handle the consequences?
See you tomorrow,
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