Blog

The New World of Non-Deterministic Testing and Evaluation

In the early days of conversational AI, testing and evaluation were fairly predictable. Flow-based bots followed strict, pre-defined paths, so teams could simply simulate each step and confirm that every interaction point returned the expected output.

Building AI Agents Customers Actually Love

Most AI deployments fail—not because of technology, but because they forget the human. In this webinar recap feat. Google’s former Chief Decision Scientist, you’ll learn how enterprises can design AI that delights customers, earns trust, and drives lasting loyalty.

AI-Ready Knowledge for Contact Centers: Closing the Gap Between the Knowledge Base and AI

Learn about Cresta's approach to transform knowledge bases into AI-ready knowledge that supports the modern contact center.

How Retailers Use Conversation Intelligence to Uncover Buying Friction in Real Time

Discover how AI-powered conversation intelligence helps uncover real-time buying friction, surface product feedback trends, and optimize the digital-to-agent handoff—without waiting weeks for insights.

From Damage Control to Proactive Solutions: How Travel & Hospitality Uses Conversation Intelligence to Stay Ahead

Learn how leading hotels and airlines are using AI-powered conversation intelligence to manage outages, app rollouts, and guest frustration in real time.

How We Created Our First Fully AI-Generated Ad for $855.07: The Steps, the Tools, and a Prompt

Every word, image, and voice in our latest brand video was created using AI. Get an inside look at the tools, prompts, and thinking that powered it.

The CSAT Mirage: You Might Have a Survey Problem

This Cresta IQ explores why traditional surveys miss the mark—and how Predictive CSAT helps organizations move beyond score-chasing to uncover the real drivers of customer experience.

Cresta’s Three Strategic Pillars of AI Agent Defense for Enterprise Security and Compliance

AI agents can’t just be smart—they need to be safe. This post unpacks Cresta’s three-pillar guardrail framework, built to keep enterprise AI agents secure, compliant, and resilient from day one.

Turning Customer Conversations Into Strategy: AI in Home Security, Home Services & Telecom

Discover how AI-powered conversation intelligence is transforming strategy for home security, home services, and telecom providers by unlocking real-time insights from customer conversations.

Voice AI Agents for Customer Experience: Why Decentralized Agent Architectures Can Outperform Central Orchestrators

Central orchestrators slow down and break under pressure. This blog explores why Cresta’s decentralized AI agent architecture delivers faster, more reliable customer experiences—without the single points of failure.

AI Agent to Human Agent Handoffs: The Best Practices You Need

Discover best practices for seamless AI-to-human handoffs that keep customers happy and frustration-free

More than Just a Model: How Cresta Delivers Precise, Adaptable Summaries with Ultra-Low Latency

This post breaks down how Cresta built a system, from training data to model tuning, that delivers fast, high-quality summaries tailored to the realities of contact centers.

Email Is In the Loop: Cresta Expands Agent Assist and Conversation Intelligence Across Every Major Channel

How Spirit Airlines Took Flight with Cresta: Transforming Contact Center Quality and Insights in Record Time

When Spirit Airlines set out to enhance its Guest Care operations, their mission was clear: gain deeper visibility and more real-time actionability from every Guest conversation.

Beyond Multi-Channel: A Guide to Deploying Omnichannel AI Agents for Scalable, Seamless CX

Learn how to deliver seamless, scalable CX with omnichannel AI agents that connect every conversation, channel, and customer touchpoint. Discover why siloed chatbots aren’t enough, and what it takes to get it right.