For too long contact centers have had to make a choice between cost efficiency and exceptional customer service. Customers expect fast, seamless, and personalized support, while businesses struggle to keep pace with growing volume, seasonal spikes, and heightened service expectations. Traditional automation has helped, but first-generation virtual agents have fallen short, frustrating customers and failing to resolve complex issues.
In October, we explored what the market is getting wrong about virtual agents, and launched Cresta AI Agent to reimagine what’s possible with AI-powered automation.
AI Agent eliminates the trade-off between rigid legacy bots and risky pure GenAI-powered solutions by combining the best of both worlds: advanced AI-powered conversations with enterprise-grade guardrails. This hybrid architecture allows businesses to overcome some of the most frustrating experiences that customers have long reported when it comes to interacting with virtual agents.
Since we launched, we’re so excited about the remarkable impact our customers are achieving with AI Agent. So today, we’re shining a spotlight on one of those customers, Brinks Home, a truly best-in-class example of deploying AI across contact center operations and driving powerful results.
Brinks Home’s Journey From Augmentation to Automation
Brinks Home began their path to AI maturity with Cresta in 2023, starting with Agent Assist to augment human agents by guiding them through processes and providing real knowledge in real-time during calls. With AI-powered models trained and refined using data from the voice program, it was a seamless rollout to deploy Cresta’s full suite of products across both voice and chat.
By applying their deep understanding of customer conversations and their learnings about what works for human agents — along with the infrastructure they’ve built to support them — Brinks Home has developed a strong foundation for automation. Leveraging this treasure trove of conversational data has helped drive remarkable results with AI Agent.
“Cresta has enabled us to automate a wider range of conversations than we ever thought possible, but what has truly amazed us is how much our customers and employees are enjoying the experience,” said Veronica Moturi, SVP of Customer Experience at Brinks Home. “Our voice AI Agent guides customers through complex, multi-step troubleshooting scenarios, and the positive feedback from these customers has been eye-opening. Additionally, our agents love working with it. It enhances their efficiency, improves customer satisfaction scores, and ensures a smooth transfer experience when escalation is necessary. We’ve been able to significantly improve our issue resolution rates and elevate the overall customer experience simultaneously.”
The deployment of AI Agent has been met with enthusiasm from both Brinks Home’s members and frontline agents alike. One of the first customers to engage with the AI agent shared, “That was the best virtual assistant I’ve ever experienced…normally they are worse than any alternative, but this was actually great.”
More than just a tool for automation, AI Agent is reshaping customer interactions on both sides of a conversation. Agents have expressed appreciation for how the technology eliminates mundane tasks like authentication and summarizing calls, allowing them to focus on high-value work. By seamlessly handing off calls with full contextual summaries, AI Agent ensures that every interaction remains smooth and frustration-free for both the customer and the human agent.
While automation drives efficiency, it also elevates the role of the contact center agent, shifting their focus to higher-value and more strategic work such as supervising AI, handling complex customer needs, and building stronger relationships. At the same time, AI-driven automation helps companies struggling to meet high demand or scale during seasonal surges deliver better, more responsive customer experiences.
Cresta AI Agent: Why It’s Transformative
AI Agent effectively bridges the reliability of deterministic systems with the innovation of GenAI, ensuring safe, dynamic, and effective customer interactions without the associated risks. Unlike either of these options, AI Agent:
- Uses an LLM-native hybrid architecture that blends large language models with structured business logic for both accuracy and flexibility.
- Leverages the best AI models available without being restricted by outdated or costly technology, staying current and secure.
- Continuously evolves as Cresta’s experts deploy and optimize it using industry-leading conversation intelligence tools, improving automation over time.
- Seamlessly integrates with human agents, ensuring smooth escalations, hand-offs, and efficient customer experiences.
This approach doesn’t just improve automation – it transforms how businesses engage with customers, drive efficiency, and enhance satisfaction.
While AI Agent excels independently, its full potential is realized on our unified platform. Our platform consolidates all customer conversations, analyzes interactions with both AI and human agents, and optimizes based on customer responses, essentially functioning as immediate and infinitely scalable A/B testing.
Using a consistent set of evaluation tools ensures that agents, both AI and human, perform at their best, while holistically capturing the voice of the customer. Recognizing that not everything can be automated, a unified platform fosters a symbiotic relationship between agents, enabling seamless, informed handoffs and escalations to top performers for the most complex issues.
What’s Next for Customer Experience?
Cresta AI Agent is already solving real customer challenges and transforming how businesses operate.
The future of customer experience isn’t just automated – it’s intelligent, adaptive, and deeply human. And with Cresta AI Agent, that future is here.
Stay tuned for more insights, case studies, and lessons learned from the front lines of AI-powered automation. Want to learn more? Connect with us today to see how Cresta can help your business automate more conversations, delight your customers, and drive better outcomes.
