Customer experience is shifting to a hybrid model where human and AI agents work together across every channel. This brings new complexity for supervisors, who must understand how each conversation is going and when human judgment is needed to keep things on track. Staying in control is harder than ever, even as expectations for speed, accuracy, and consistency continue to rise.
Today, we’re excited to announce Cresta’s Agent Operations Center, the unified command hub that brings human supervision and agent operations—whether human or AI—together in a single, seamless experience.
Designed for a world where automation and human expertise work hand-in-hand, the Agent Operations Center empowers supervisors to monitor live conversations, guide all agents toward better outcomes, or step in instantly when it matters most.
The result: safe, scalable automation that delivers accuracy, compliance, and exceptional customer experiences, all without compromising speed or efficiency.
Why AI Agents Benefit from Real-Time Human Oversight
Today’s AI agents behave far more like human agents than traditional IVRs or flow-based bots: they make judgment calls, navigate nuance, and adapt in real time. And just like humans, even the best automation needs oversight; they perform better when they can ask for help and receive timely guidance. Without that support, small issues can quickly snowball into costly consequences: unnecessary escalations, missed savings, and diminished customer trust and satisfaction.
That’s why Forrester predicts that “in the not so distant future, customer service will be led by automation supervisors and specialists, who will manage and optimize AI based on enterprise goals for cost, revenue, and profitability” (AI Agents Will Transform The Customer Service Workforce, June 2025).
The Agent Operations Center gives enterprises that safety net. It gives supervisors real-time visibility into both human- and AI-led conversations, along with the tools to guide or intervene seamlessly whenever needed. It modernizes familiar oversight workflows while providing the governance required to scale automation responsibly and confidently.
This also introduces an emerging role to the contact center: the AI Supervisor. It builds on today’s supervisor and specialist agent responsibilities, focused on overseeing AI agent-led interactions and ensuring automation operates safely, accurately, and in line with brand standards.
A Unified Command Hub for Human & AI Agents
The Agent Operations Center brings live oversight of both human and AI-led conversations into one place, giving supervisors the clarity they need to support their teams and deliver consistent experiences. Instead of switching between tools, they get a single, real-time view that surfaces the interactions that need attention most.
Live supervision when stakes are high
Supervisors can monitor sensitive or complex interactions as they unfold, alerted by signals like negative sentiment, compliance triggers, or low confidence. For example, they may be notified to an AI agent handling an account closure request, a customer disputing a medical bill, or an airline rebooking conversation where frustration is rising. Each alert is accompanied by key context, helping supervisors understand what’s happening and quickly determine what they need to do next. It’s an early warning system that unlocks proactive oversight at scale and leads to faster, more effective intervention in high-stakes moments.
Real-time guidance in the flow of conversation
When agents need expert judgment, clarity, or approval, supervisors can provide timely support without disrupting the customer experience. An AI agent may request support when a customer asks for a fee waiver or contract exception, raises a nuanced question that isn’t covered in its knowledge base, or references a public complaint that requires a carefully crafted, on-brand response. Supervisors can then offer guidance that informs the agent’s next response or communicate directly to the customer through the AI agent to keep the interaction on track and on brand.
Smooth transitions to human support
If an AI agent-led conversation requires a human to take over—for example, when a customer shares a recent medical hardship while discussing a bill or becomes increasingly anxious after discussing an unexpected charge—the Agent Operations Center enables an immediate handoff that keeps the customer from repeating themselves. The transition is natural and preserves full context, allowing the supervisor or specialized agent to step in with a clear understanding of what has already occurred.
The Enterprise Advantages of the Agent Operations Center
The Agent Operations Center gives leaders the visibility and control needed to manage automation responsibly while supporting high-quality customer experiences. It establishes a clear operational model for how human and AI agents work together, creating the foundation for confident, scalable adoption. As a unified command center for human and AI agents, it unlocks three enterprise-level advantages:
1.) Confidence and governance
Executives need assurance that automation is operating safely and in alignment with brand, regulatory, and operational standards. The Agent Operations Center provides real-time visibility into AI- and human-led conversations, along with the ability to guide or intervene at critical moments. This strengthens trust and reduces the risk of costly errors.
2.) Quality in the moment
Customer experience is shaped in real time, not after the fact. The Agent Operations Center surfaces conversations that need attention, enabling supervisors to apply human judgment early and prevent issues before they escalate. This leads to more accurate interactions, fewer escalations, and stronger customer outcomes.
3.) Efficiency and scale
As AI agents take on more volume, teams must be able to support automation without adding operational complexity. The Agent Operations Center allows supervisors to oversee all live conversations at once and focus their time where it has the greatest impact. This creates a more scalable, efficient operating model as automation expands.
Together, these advantages give enterprises a repeatable, well-governed foundation for adopting and expanding AI agents safely, measurably, and in alignment with business objectives.
We're super excited about the Agent Operations Center. I think of it as human-in-the-loop. We think that is the future of where the contact center needs to go. I think we’ll look back and say this is where we first talked about that." - Phil Kolterman, CIO, Brinks Home
What Sets the Agent Operations Center Apart
Most solutions focus solely on monitoring or post-interaction analytics. The Agent Operations Center stands apart by enabling real-time, human-in-the-loop oversight and collaboration that proactively shapes the customer experience as it unfolds.
- Human-in-the-loop by design:
Supervisors can guide agents at the exact moment human judgment is needed. This shift from passive monitoring to active support keeps automation safe, accurate, and aligned with brand standards.
- Unified command for all agents:
Rather than layering new tools on top of existing workflows, the Agent Operations Center consolidates supervision across both human and AI agents into a single operational framework. This simplifies management and creates consistency across teams and channels.
- Signals that drive precise action:
Instead of overwhelming teams with alerts, meaningful indicators, such as compliance triggers or sentiment spikes, cut through noise and help supervisors focus attention where it matters. Relevant context appears alongside each signal, enabling fast, informed action.
- Intervention that feels seamless to the customer:
Guidance and handoffs happen within the flow of the conversation. Customers never feel the friction or interruption of internal workflows happening behind the scenes.
These differentiators make the Agent Operations Center not just another AI oversight tool, but the operational backbone for managing the modern hybrid workforce as automation scales.
A Command Center Built for the Future of Customer Service
The Agent Operations Center is more than a new interface; it’s the unified command center enterprises need to scale AI agents responsibly. It gives supervisors the visibility, control, and confidence to manage automation safely while elevating the performance of every interaction.
See how real-time oversight and guidance transform hybrid operations. Request a live walkthrough.
.webp)
