Cresta

Cresta is a software platform for customer experience (CX) operations that provides AI agents and real-time assistance for human agents. The system uses generative AI to analyze customer conversations across omnichannel environments. Its capabilities are structured to automate interactions, augment human performance, and analyze conversational data. Key features include autonomous AI agents for handling customer requests, an Agent Assist function that provides real-time behavioral guidance and automated summaries, and a Conversation Intelligence module for analytics, quality management, and training simulation. The platform is designed to integrate with existing enterprise systems. The software is built for customer-facing teams in sales, customer care, retention, and collections, along with their operations managers. A typical use case involves a human agent receiving on-screen prompts during a live call, suggesting specific phrases to de-escalate a complaint or address a churn risk. Another workflow is the deployment of an automated AI agent to independently handle routine service requests, such as processing a fraudulent charge dispute or updating a shipping address. Additionally, managers can use the analytics function to review conversation data, identify performance trends, and implement targeted agent coaching.