A customer calls their mobile carrier with a simple question.
“Can I upgrade my phone today without paying an early upgrade fee?”
It sounds straightforward. But the correct answer depends on several factors, including the customer’s current plan, device financing status, and whether their account has reached the upgrade eligibility date.
To figure that out, an agent typically has to jump between multiple systems. Customer data lives in CRMs. Policies live in knowledge bases. Workflows live in internal tools. During a live conversation, agents must search across all of them while the customer waits.
This is the daily reality in contact centers. Finding the right answer often means navigating across systems, piecing together policies, and interpreting how they apply to a specific customer.
A Knowledge AI Coworker Built for How Agents Actually Work
That’s why we are introducing Knowledge Agent, a new agentic assistance capability in the Cresta platform that works alongside agents directly within their browser workflow.
Knowledge Agent analyzes the live conversation alongside real-time on-screen context as the interaction unfolds, generating precise, cited answers tailored to the specific customer.
With Knowledge Agent, AI serves as a second set of eyes and ears for human agents. As the customer explains their request, Knowledge Agent identifies intent from the conversation while simultaneously reading relevant on-screen data from the CRM. The AI uses these signals, such as loyalty tier, account status, or ticket type, combined with company knowledge and policy documentation to surface the guidance that applies to that exact scenario.
The right answer appears in real time inside the browser sidebar, without interrupting the conversation or requiring the agent to prompt the system.
The result is faster resolutions, more confident agents, and consistently accurate answers for every customer.
A Persistent Browser Experience: Intelligence That Travels With the Agent
At the center of Knowledge Agent is the sidebar, a persistent browser interface that stays with the agent as they move across tabs.
Whether an agent switches from a CRM to a billing tool or a booking system, the sidebar remains present, ensuring that AI-powered assistance is always within reach.
The sidebar provides a single, unified view for all AI-generated answers, allowing agents to access guidance without leaving their primary workflow. Instead of combing through multiple systems or opening additional tools, agents can interact with knowledge directly within the sidebar, keeping their focus on the customer conversation.
This design reflects the reality of modern contact centers: agents work across many browser-based tools, and intelligence should follow them wherever they go.
But for that intelligence to be useful, it also needs to understand the customer’s inquiry in real time.
Context Fields: Answers Grounded in the Customer’s Situation
Most AI systems only see the question being asked. But in a contact center, the correct answer often depends on the customer’s specific circumstances.
For example, a refund policy may vary depending on a customer’s booking tier or subscription plan. Without those details, an AI system may return a generic answer that is incomplete—or incorrect for that customer.
Knowledge Agent solves this with Context Fields.
Context Fields automatically extract structured data from the agent’s active screen and feed it into the AI response in real time. If a customer’s account status, loyalty tier, or plan type appears in the CRM, Knowledge Agent can incorporate that information directly into its response.
Instead of guessing, the AI has the variables it needs to determine which policies apply to that specific customer. This improves response accuracy while removing the burden on agents to manually gather or provide additional context.
The goal is simple: eliminate searching and guesswork so agents can focus on what matters most—helping customers.
Proactive Problem Solving: AI That Listens in the Background
Knowledge Agent doesn’t wait for agents to type questions.
Through ambient listening within the browser, the AI analyzes live conversation audio and detects customer intent in real time.
When it recognizes that a customer is asking about something like a refund, updating an account, or clarifying a policy, Knowledge Agent retrieves the relevant answer, policy, or process needed to resolve the request.
The response appears instantly, grounded in company knowledge and aligned to the customer’s current situation. Agents get the guidance they need without having to interpret policies or piece together answers from multiple documents.
The result is faster problem solving, smoother conversations, and more confident agents who always have the right information at their fingertips.
A Step Toward Fully Context-Aware AI for the Contact Center
By combining a persistent assistant, contextual awareness, and proactive intelligence, Knowledge Agent transforms how agents access knowledge during live interactions.
Agents receive answers that are:
- Delivered in real time
- Grounded in customer and on-screen context
- Proactively surfaced during conversations
Knowledge Agent is the first in a series of next-generation agentic assistants that will transform how work happens in the contact center: systems that understand conversations and customer journeys, orchestrate the right guidance at the right moment, and take action across tools to support human agents.
The future lies in combining automation with human expertise, automating interactions where it makes sense while augmenting agents where their expertise matters most.
The next frontier is AI that works seamlessly across automated and human-assisted interactions to make every customer experience faster, smarter, and more precise.
See Knowledge Agent in action - sign up for our demo webinar today!
