Conversation intelligence

Discover and act on the true drivers of great CX

Name: Cresta Conversation Intelligence
Author: Cresta

Understand the voice of the customer and the behaviors that shape results across every interaction, whether led by a human or AI Agent. Cresta Conversation Intelligence bridges analysis and execution with natural language insights, AI-driven quality management, and outcome-driven coaching.

Conversation Reason detail with trend and predictive CSAT

Conversation flow map with greeting, authentication, and transaction inquiry steps

Cresta Insights

Discover and track what drives outcomes

Analyze 100% of conversations across human and AI Agents to surface what customers are saying and measure it over time—so teams can prioritize the right actions to improve CSAT, AHT, revenue, and resolution.

Cresta AI Analyst

Go from “what happened” to “why”

Uncover pivotal insights from conversations—in minutes, not months—by asking natural language questions that dispatch agent swarms to analyze your conversations in depth.

Cresta Automation Discovery

Build the blueprint for CX automation

Pinpoint which conversations are ready for automation by analyzing complexity, volume, and resolution rates—so you can prioritize, prove value, and start fast.

Turn insight into informed action, inside and outside the conversation

Spot unknown unknowns

See what's really happening with AI analysis of your customers' true voice. To-the-minute tracking, live notifications, and recommended next steps help leaders act with confidence.

Reinforce best practices

Deliver targeted, behavioral coaching & training to agents who need it most, on the behaviors and techniques that your top performers are using to get results.

Help agents meet the moment

Guide agents in live conversations with intelligent hints & automations, dynamically triggered and targeted to their performance.

Customer stories

Results our customers can measure

Teams across airlines, healthcare, and financial services use Cresta to turn what happens in conversations into measurable outcomes.

Turn insights into action and saving at scale

50%

Reduction in call volumes from journey optimization

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Track and improve CSAT in healthcare interactions

100%

Calls scored for predictive CSAT

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Customer tapping a payment card on a terminal

Track & act on insights across human and AI Agents

“We’re just starting to fully understand the level of insight that we’re gaining through these incredible tools in terms of deeper understanding of the customer.”

Gary Edelstein President and Chief Operating Officer

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Turn every guest conversation into real-time insight

“Almost instantaneously we saw that something was changing and we were able to—that same day—get it resolved. Prior to Cresta, it would have taken us weeks to even identify there was an issue.”

Todd Traynor-Corey VP Guest Products & Experience

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Empower agent teams to work smarter

“Cresta listens to 100% of the phone calls, it’s looking at all of the behaviors that we care about, identifying the gaps, telling managers what to focus on and giving them a coaching plan that agents can monitor.”

Dan Greer SVP, Servicing Operations

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Scale a high-touch guest experience with AI

“It really helped us to become a much more data-driven organization. It allowed us to be much more effective when we have the information available to us immediately.”

Christopher Prelog President