At Cresta’s inaugural WAVE event, we were thrilled to announce four new innovations from Cresta. Today we’re digging into the specifics of something truly game-changing for customer experience (CX) leaders on their automation journey: Automation Discovery. This new capability is designed to remove the guesswork from automation strategy and give every enterprise a data-backed roadmap for AI-driven transformation.
Every organization is under pressure to “automate more.” Yet many teams lack the clarity or evidence to confidently take the first step.
They’re often asking the same questions:
- Which conversations are the best candidates for automation?
- How do we know what will deliver the best ROI?
- How can we design our AI Agents to resolve these conversations effectively and consistently?
Without a clear, data-driven blueprint, teams risk automating the wrong processes in the wrong way, wasting time, budget, and trust.
Automation Discovery solves that problem by pinpointing exactly how conversations flow, which of those are great candidates for automation, and how to design successful AI Agents.
Clarity and Confidence for Your Automation Journey
Automation Discovery brings transparency and precision to this planning process.
It delivers clear, proactive, data-backed recommendations on which conversations to automate, going beyond intent lists by combining flow mapping, deviation analysis, and complexity into a single readiness score. The result is not just data, but clear, defensible recommendations on what to automate next–and a keener idea of ROI projections.
Cresta achieves this through systematic, expertly tuned LLM analysis of conversation flows.In Automation Discovery, Cresta applies a proprietary algorithm that breaks conversations into stages, maps the “happy path,” and highlights deviations or breakdowns. Users can further explore these insights through natural language questions with AI Analyst to truly understand their conversations before automating them.
And because Automation Discovery is built on Cresta’s proven ability to understand conversations in depth, it sits within a platform where those insights can instantly power AI Agents. The same data that shows you what to automate next also reveals how successful conversations actually happen: the steps agents take, how they handle deviations, and the systems and tools they rely on, making it easier to prototype, test, and optimize automation without ever leaving the Cresta ecosystem.
Instead of relying on intuition or limited data samples, you get an evidence-backed roadmap for where to start automating and how to scale with confidence.
Beyond Automation: Unlocking New Operational Insights
As teams have begun exploring Automation Discovery, one insight has become clear: its value extends across the organization.
Enterprises are using it to better understand how their people and processes operate today – and, in turn, uncover improvements that go beyond automating a conversation end-to-end.
Automation Discovery’s ability to map real behaviors and highlight deviations provides visibility into patterns that are often undocumented or hard to find.
Teams are also recognizing several additional use cases, including:
- Improving self-service experiences by translating the steps uncovered in conversation flows into clearer workflows on a website or mobile app
- Understanding and validating agent SOPs where documentation is missing, incomplete, or inconsistently followed
- Identifying opportunities for guided workflows or workflow automations for human agents within Cresta—especially where flows reveal repeated deviations or extra steps that slow conversations or create inconsistency
In each case, Automation Discovery becomes a lens into how customer interactions really work today, along with a clear plan for improving them, whether through automation, better processes, or better design.
From Discovery to Deployment, In a Single Platform
What sets Automation Discovery apart is how quickly insights turn into action.
Within the Cresta platform, users can:
- Visualize complete conversation flows with intuitive, AI-generated maps
- Quantify automation potential with composite readiness scores
- Explore insights with natural-language queries using AI Analyst
- Export discoveries directly into Cresta’s AI Agent Builder to prototype automation instantly
This means you can move seamlessly from identifying opportunities to building and testing AI Agents, all in one place.
Built for Modern CX Leaders
Automation Discovery is designed for the decision-makers shaping the future of customer experience: leaders who need both speed and certainty.
Whether you’re launching a new AI initiative, upgrading your contact center infrastructure, or improving the way agents and customers navigate conversations today, Automation Discovery gives you:
- A clear roadmap of where automation or workflow improvements will deliver the most value
- The data to justify investment and align stakeholders, grounded in how conversations actually work in your organization
- The ability to move fast without compromising quality of customer experience, by understanding the steps agents take, how they handle deviations, and the systems and tools they rely on
In short: it helps you make automation a strategic advantage, not a guessing game.
Wherever your organization is in its automation journey, Automation Discovery helps you find the clearest, fastest path forward.
As we shared while unveiling these new innovations during the opening keynote at WAVE:
“The organizations that succeed with automation aren’t the ones that move fastest; they’re the ones that start with the clearest map.”
Automation Discovery gives you that map.
To learn more and see Automation Discovery in action, register for our demo webinar on Tuesday, December 16 at 11 am PT / 2 pm ET.
