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Palo Alto, CA, USA, Nov. 7, 2023 - Cresta, a provider of generative AI for intelligent contact centers, announced new AI enhancements that provide contact center agents and leaders with intuitive capabilities to make data-driven decisions that drive more productive and effective customer interactions
The enhancements to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera are powered by the latest advancements in Large Language Models and Generative AI, and represent a leap forward in how agents and leaders can utilize AI to elevate contact center operations. These new features are designed to revolutionize the way users engage with Cresta, delivering an unprecedented level of performance, insights, and productivity.
"Cresta is using the latest innovation in LLMs and Generative AI to ensure that contact center leaders are equipped with the tools and insights they need to help agents excel before, during and after each customer interaction," said Ping Wu, CEO of Cresta. "These new solutions demonstrate our commitment to helping contact center agents experience the full potential of AI to enhance their performance, seamlessly collaborate and receive personalized coaching tailored to their unique styles and skill sets."
"CX leaders are heavily focused on using AI to improve agent and customer experience, with nearly 75% planning to use generative AI alone by year's end. By applying AI to areas such as knowledge management and analytics, companies can see drastic improvements, including a 20% boost in revenue and 21% jump in customer satisfaction," said Robin Gareiss, CEO & Principal Analyst at Metrigy. "Though many providers have started adding generative AI to their portfolios this year, Cresta has been using it for several years. Its products are advanced in areas such as identifying agent behaviors, highlighting trends, delivering real-time agent guidance, automatically triggering escalation, and tracking adherence to rules—among other vital areas."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com
About Cresta:
Cresta was founded with the goal of using AI to transform how professionals learn high-value skills. Cresta brings together industry-leading AI experts, decades of contact center and sales expertise, proven leadership, and top-tier investors including Andreessen Horowitz and Greylock Partners to transform contact center performance.
Published: Wednesday, November 8, 2023
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