Blog - Engineering
Your Brand, Any Language: The New Frontier of Voice Agent Localization
AI voice agents are turning every customer call into a scalable brand experience. Learn how the right voice can build trust, deliver a consistent identity across languages, and become one of your brand’s most powerful ambassadors.
How the Best AI Agents Keep Getting Better
Improving AI agents takes more than A/B testing a single metric. Learn the experimentation habits that help teams measure real customer impact, avoid misleading wins, and understand what’s actually driving performance in production.
Designing Partnership: How Conductor Works With You, Not For You
What separates a tool you operate from a collaborator you work with lies in the design. That principle is at the heart of Cresta Conductor, our developer-first environment for building, testing, and refining AI agents, which we launched in June.
How Cresta Grades Its Agents: Evaluators in an LLM World
Learn how Cresta evaluates AI Agents at scale using LLM judges, deterministic checks, simulations, and human calibration to catch failures before launch and build trust in high-stakes environments.
Bringing Cresta's AI Agent to Avaya Infinity: Inside a New WebSocket Voice Integration
What makes Avaya's new streaming media integration different, and what we learned putting a voice AI agent on top of it.
Before the Dashboard Knows: Detecting Real-Time Trends in CX Conversations
Get a deep dive into how our newest Insights capability, Real-Time Trends, works in this blog post from the engineering team.
Cresta’s Compass AI: Improving Discoverability in Enterprise Applications
A look at how Cresta reimagined enterprise navigation for an AI-first world: introducing Compass, a new Director experience that uses an AI support agent to help users move across workflows, find relevant context, and take the next step toward their goals.
The Data Comes First: Mining Real Conversations for Test Coverage
Learn how Cresta mines historical data, synthetic customers, knowledge-base Q&A pairs, and post-launch feedback to build test coverage that reflects how customers actually behave.
Evaluating Speech-to-Text Quality: Beyond Word Error Rate
A look at why Word Error Rate alone isn't enough to evaluate speech-to-text quality, and which metrics actually predict downstream AI performance in contact center environments.
The Three Pillars of Voice Integration: Building Hybrid AI Contact Centers That Work With Your Existing Infrastructure
Learn the three pillars of voice integration—and how to connect AI agents to your current systems with speed, flexibility, and confidence.
Designing the AI Agent Supervision Experience
Learn how Cresta's Product Design team translated five UX imperatives into the Agent Operations Center, giving supervisors real-time control to guide both AI agents and human agents.
Cresta Crew: Anthony Mein, Forward Deployed Engineer
Meet Anthony Mein, one of our pioneering Forward Deployed Engineers, and learn about his journey from biology lab AI to building enterprise AI agents at the forefront of customer experience.
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Why AI Agent Evaluations Fail — and How the Swiss-Cheese Model Prevails
Learn about Cresta's forward-deployed team and how they approach building and iterating on AI agents.
Automation Discovery: Designing Systems to Extract Blueprints from Conversation Data
See how Cresta’s Automation Discovery turns unstructured conversation data into clear workflow blueprints, helping teams identify repeatable patterns, uncover edge cases, and assess automation readiness with more confidence.
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