Cresta AI

Cresta | Generative AI Platform for Contact Centers is an enterprise-grade AI platform designed to augment and accelerate contact center performance by delivering human-centric AI agents and real-time guidance. Built to cut costs while preserving or improving service quality, Cresta integrates with contact center workflows and leverages audience-specific data to drive outcomes across sales, customer care, retention, and collections. The platform emphasizes deployability at scale, compliance, and measurable business impact across multiple industries.

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How Cresta Works

1. Unified AI Agent & Assist: Real-time generative AI copilots assist agents during conversations, providing precise guidance, suggested responses, and knowledge retrieval based on current context.
2. Knowledge & Summarization: Proactively surfaces accurate information and generates real-time conversation summaries to keep agents focused on the customer.
3. Conversation Intelligence & Analytics: Tracks and analyzes contact center conversations to identify drivers of performance, enabling data-driven coaching and process improvements.
4. Quality & Coaching: Automates quality management with AI-driven scoring, coaching recommendations, and workflow automation to scale coaching across large teams.
5. Compliance & Security: Built-in controls and certifications to minimize risk and protect customer data at Fortune 500 scale.

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Core Capabilities

• AI Agent: Real-time, human-centric AI agents to resolve complex issues with empathy and accuracy.
• Agent Assist: In-the-moment guidance and context-aware responses to empower agents.
• Knowledge Assist: Unified knowledge base delivery to agents with proactive suggestions.
• AI Summaries: Automatic, real-time conversation summaries to streamline agent workflow.
• Conversation Intelligence: Insight-rich analytics to identify performance drivers and optimization opportunities.
• Flow Builder / Coach: Targeted coaching recommendations and workflows to improve agent outcomes.
• Quality Management (QM): AI-assisted auto-scoring and scalable quality programs.
• Data Privacy & Compliance: Enterprise-grade protections and certifications for safe deployments.

Products & Use Cases

• AI Agent & Agent Assist across Sales, Customer Care, Retention, and Collections
• Conversation Intelligence to optimize agent performance and customer outcomes
• Quality Management with AI-driven scoring and coaching workflows
• Knowledge & Auto-Summarization to reduce handling time and increase consistency

Industries Served

• Airlines, Automotive, Finance, Insurance, Retail, Telecommunications, Travel & Hospitality, Credit Unions, and more

Customer Outcomes (Examples)

• Increased deflection and revenue, reduced average handle time, improved agent efficiency, and lower per-contact costs across multiple use cases

Safety, Privacy & Compliance

• Designed for enterprise-scale security and data governance with certifications and compliant deployment options

How to Get Started

• Request a demo to see Cresta in action and explore integration options with your existing contact center tooling.

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Features Highlight

• Real-time AI Agent and Agent Assist for immediate, context-aware guidance
• AI-powered Knowledge Assist with instant access to relevant information
• Real-time AI Summaries to keep conversations concise and searchable
• Conversation Intelligence to uncover true drivers of performance
• Coach & QM tools to automate coaching and quality management
• Privacy-centric, enterprise-grade security and regulatory compliance