Last year, we introduced AI Agent with a simple promise: to lower costs and improve customer experience by automating complex conversations safely, accurately, and at scale. Today, we’re taking that promise further.
With the launch of Conversation Intelligence for AI Agent, we’re giving business leaders something they’ve never had before: the ability to manage, understand, and continuously optimize AI Agents alongside human agents—on the same criteria, with the same AI-driven insight tools.
Why Conversation Intelligence for AI Agents Matters
Unlike the last generation of virtual agents, AI Agents offer a human-like experience: responding to customers in natural language, adjusting to customer needs on-the-fly, and solving complex customer problems. This leads to two key effects in AI Agent conversations:
- AI Agent variance calls for human-like quality management: AI Agents—just like human agents—have some variance and unpredictability in their responses. Therefore, AI Agent performance should be evaluated just like human agents to continuously optimize the quality of experience they provide.
- AI Agent authenticity yields better VoC insights from conversations: When customers have natural, human-like conversations with AI Agents, they share more details of their experiences, needs, and pain points. This unlocks AI Agent conversations as a huge untapped source of Voice of the Customer (VoC) insights.
A Unified Platform That Sees the Whole Picture
AI agents have incredible potential to transform the contact center, but without deeper visibility into their behavior, and crucially, how customers are experiencing those interactions, they remain a black box. Assessing AI agents is not just about performance metrics: it’s about understanding whether resolution and good experiences are being delivered, not simply deflecting inquiries.
Cresta is now bringing our market-leading Conversation Intelligence suite to AI Agent, meaning you can oversee both human and AI-powered conversations on a single platform. Whether it’s sentiment, resolution, or CSAT, you’ll now understand what’s working, what’s not, and how to evolve your automation strategy.
This combines all of the flexibility, power, and human feel of AI Agents with the powerful insight and quality management from our Conversation Intelligence suite – across a hybrid workforce.
With Conversation Intelligence for AI Agents, businesses are able to:
- Compare the customer experience provided by AI Agents to that of human agents, on the same criteria—like resolution rates, CSAT, and customer sentiment
- Evaluate AI Agent performance with behavioral Quality Management, and see how that performance correlates to business outcomes with Outcome Insights
- Discover & prioritize automation opportunities by using AI Analyst to ask natural language questions of human agent conversations
- Unlock a wealth of previously-inaccessible Voice of the Customer (VoC) data in interactions between customers and AI Agents
In short: the same insights that power high-performing human teams now work for your AI Agents, too.
For example, imagine you’re a travel company using AI Agent to handle booking modifications. A customer messages in to change their return flight due to an emergency. While the AI agent technically completes the task, the customer leaves the interaction feeling frustrated because they weren’t reassured or given any empathy. With Conversation Intelligence enabled for AI Agent, you could spot this behavioral gap – not just that the request was resolved, but that the emotional tone of the exchange fell short. You’d then be empowered to adjust the AI agent’s behavior to offer more human-like reassurance in high-stress situations, improving the experience without sacrificing efficiency.
Why You Should Care
Automation is everywhere. But oversight is not. According to Metrigy, more than half of companies now manage virtual assistants and human agents under the same team. Yet fewer than 20% of AI-handled conversations actually reach a successful resolution. This sizable gap is costing businesses.
Leaders have told us that they want to trust generative AI and deploy it across their organizations, but they also need clarity. They need to be able to assess, benchmark, and optimize. They want to make automation decisions based on real business outcomes and careful strategy, not just guesswork.
While we’ve designed this to work seamlessly with Cresta AI Agent, we didn’t stop there. Even if your business is currently using a third-party bot, you can still bring those conversations into Cresta for deep, unified insights, eliminating silos and granting a clearer picture of what’s happening across every single customer interaction.
Smarter Automation Starts with Better Intelligence
Conversation Intelligence doesn’t just help you evaluate what’s already automated, it also helps you decide what should be automated next. With behavioral analysis and outcome insights across every conversation – regardless of whether the agent is AI or human – leaders can make smarter, faster decisions about where and how to make the most impact.
Want to see Conversation Intelligence for AI Agents in action? Schedule a demo now.
