Unlock your team’s true potential with real-time Agent Assist
Cresta Agent Assist gives every agent superpowers across every channel, guiding them with best practices, precise answers, and AI summaries so they can get better results, faster.
Turn every agent into a top performer with behavioral guidance
Empower agents with real-time hints, reminders, and workflows tailored to each conversation. With proven, context-specific strategies, agents can confidently navigate any scenario like seasoned professionals from day one.
“Cresta is instantaneous so I don’t even know if we could quantify how much better it is than how we used to coach...it’s 100% better because it's instant coaching.”
Resolve customer issues faster with precise, real-time knowledge
Give agents the clarity to handle complex questions with confidence. Cresta Knowledge Agent works continuously during live interactions, combining what's being said with on-screen context to deliver exact, source-backed answers instantly.
“It truly helps me quickly glimpse to see if the content matches my needs without adding time to my call by having to look for relevant resources! Also, having the ability to share why a resource wasn't helpful is beneficial so that improvements can be made to tailor the responses we're given.”
Drive productivity and capture better data with AI summaries
AI Summaries are fully customizable, generate instantly to maximize AHT reduction, and power real-time workflows with structured information.
“Auto summarization definitely helps. It has most of your key details there, really cuts down on timing…to get to your next call sooner.”
Scale digital conversations without sacrificing quality
Transform the operating efficiency of sales and support teams across chat and email. With Cresta’s digital conversation co-pilot, agents can reduce manual typing by over 50%, powered by AI that learns from top performers and successful conversation outcomes.
“Cresta is a life changer! It provides a lot of helpful suggestions that make responding to customers easier and more efficient."
Why do enterprise contact centers trust Cresta Agent Assist?
Precision performance
Powered by advanced models and systems, Cresta delivers unmatched accuracy and seamless scalability with task-specific models for optimal outcomes and near-zero latency.
Unified intelligence
Cresta unifies your tech stack by integrating with telephony, chat, CRM, and knowledge systems to transform your contact center with a single intelligent layer for data, insights, and AI workflows.
Responsible AI
Cresta offers an enterprise-grade approach to security, privacy, and responsible AI with industry leading security certifications, custom PII redaction, and advanced guardrails to prevent hallucination.
FAQ section
Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. Companies like United Airlines, Cox Communications, and Marriott use Cresta to power world-class customer experiences every day.
Cresta is built for large, high-volume customer operations that want to improve every customer conversation, not just automate a narrow slice of them. It is especially suited to enterprises with large team of agents and leaders across CX, customer care, operations, and enablement. The strongest fit is organizations that run complex contact centers in industries like financial services, insurance, hospitality, telecom, and travel, where scale, compliance, and service quality all matter at once.
Cresta Agent Assist is real-time AI that augments human representatives during live customer conversations. It listens to every conversation as it happens, interprets the full context, not just keywords, and surfaces precise answers, outcome-driven hints, and guided workflows directly inside existing tools, so representatives never have to search or switch systems. It is built on models trained on your own conversations, so the guidance reflects what actually works in your operation, not generic best practice. It is part of Cresta's Customer Experience AI platform.
Cresta Agent Assist proactively identifies knowledge moments and surfaces instant, source-backed answers based on live conversation and on-screen context so representatives stop searching mid-conversation. It detects the moments that matter, a churn signal, a compliance trigger, a revenue opportunity, and delivers targeted guidance designed to drive a specific outcome, not a generic hint. And it generates complete, context-aware reply suggestions for chat and email.The agent stays in control. Agent Assist recommends, the human decides.
Yes. After-call work is one of the most consistent drains on representative capacity, and manual summaries introduce errors that cause downstream problems. Agent Assist automates both: live summaries update continuously during the conversation, and accurate, customizable summaries sync directly into your CRM within seconds after. For any handoff from another human or AI agent, the receiving representative gets full context instantly, without asking the customer to repeat themselves. The time savings compound with every interaction.
Most Agent Assist solutions can surface information. Cresta is built around behavioral recognition, identifying specific representative behaviors and customer signals as they happen, and responding with targeted guidance designed to drive a specific outcome. Not a generic hint. A precise intervention, triggered by what's actually occurring in that conversation. It also sits inside one platform alongside AI Agent and Conversation Intelligence, so guidance, automation, analytics, and QA share the same intelligence layer instead of stitched-together tools.
Turn every conversation into a competitive advantage
Learn how Cresta can transform your company's customer experience strategy with Agent Assist
