Exciting news today: we’re welcoming Marshawn Lynch to Cresta's team!
He’s joined as both a spokesperson and someone who has felt the pain of bad customer experience.
Marshawn knows that nobody actually wants to contact customer service. Nobody wakes up fired up to call an 800 number, wait in a seemingly endless queue, anticipating the next time a robotic voice tells them that, while your call is important to them, they’re “experiencing an above average number of calls”.
Instead, customers do it the way Marshawn did on Super Bowl media day: parked at the podium, answering all 29 questions with the same sentence, radiating a desire to be literally anywhere else.
"I'm just here so I don't get fined."
That's your customer at minute fourteen of hold music.
For years, that’s been the bar for customer experience. Not "solve my problem," just "don't make this worse than it has to be."
Businesses have talked for decades about fixing this, but ask anyone and they will tell you they hate calling customer service more than ever.
Marshawn is not about a whole lot of talking and very little doing. In his own words: "I'm just 'bout that action, boss."
Cresta builds AI technology that not only gets on the field, but does whatever it takes to get into the end zone, as efficiently as possible.
In fact, you might say that Cresta puts customer experience in Beast Mode.
AI x Beast Mode
So, what does the playbook look like?
AI Agents catch the ball
Customers are looking for immediate help.
Cresta AI Agents pick up the phone, communicate like an actual person, remember the customers’ preferences, and solve their issues. No hold music, no circuitous systems that land them back in a menu they’ve already tried several times. AI agents just handle whatever comes their way, Beast Mode style.
Don’t fumble the handoff
Some problems demand a human. When they do, the calls need to be routed, with all context intact, from the AI agent to the human as smoothly as possible.
The last thing a customer wants to do? Explain the same situation over and over and over and over and over and over again.
Cresta carries the full context across, so the person who picks up starts right from the middle of the conversation instead of at the beginning.
Agent Assist takes care of the blocking and tackling
Nobody’s going to rush for a thousand yards behind a bad offensive line. Cresta puts the right answer in front of your agents at the moment they need it, while also handling all of the busywork around the call for them.
This leaves agents free to focus on the customer and what they need, rather than hunting through multiple browser tabs and a knowledge base that hasn’t seen the light of day since 2019. It frees them up for the one part of this job a machine genuinely can’t execute: being human.
Conversation Intelligence reads the defense
You can’t call the right play if you don’t know what’s coming. Cresta tells you why people are calling and what it is they actually want, not what a survey says three weeks later when you’ve finally had the time and resources to analyze it.
CVS was reviewing just 5% of theirs, and with Cresta, that number jumped to 100%. Same calls, same customers, and twenty times the game tape.
Engage Beast Mode
Marshawn and Cresta are going full Beast Mode on your feed over the next few months. Stay tuned for behind-the-scenes content on-set with Marshawn, an opportunity to experience Beast Mode through our Signal AI Agent on Cresta.com, and more.
Are you ready to engage Beast Mode? See what the action is all about..
