Cresta

An enterprise-grade AI chatbot used to pinpoint the true drivers of performance, cut costs with targeted automation, and empower employees to work smarter and faster with AI-native co-pilots, QA, and coaching, trained on data. Cresta analyzes every conversation, uncovers customer insights and behavioral best practices that lead to better business outcomes, and drives results with a platform for AI-native quality assurance, coaching, and real-time agent assistance.

Various use cases for Cresta include:

• Cresta’s AI-driven Agent Assist - Real-time coaching and guidance to help agents expertly navigate customer conversations.
• Cresta Director - For Contact Center managers, visibility into frontline conversations and offers tools and workflows that accelerate performance management and QA. With it, managers don't need to form opinions based on a subset of conversations or spend hours manually evaluating conversations.
• Cresta Insights - Extract customer insights from conversational data. Identifies key trends, answers critical business questions, and uncovers unknown unknowns, like why customers are calling in.
• Cresta Virtual - Intelligent Automation, for chatbots that learn from top-agents with Cresta’s state-of-the-art NLU and Conversation Design Experts.

And as a generative AI, Cresta chooses the right AI models for the task at hand, fine-tunes them on contact center interaction data, and uses them to build AI-native products to solve contact center-specific problems.