Discover and act on the true drivers of exceptional customer experience
Understand the voice of the customer and the behaviors that shape results across every interaction. Cresta Conversation Intelligence bridges analysis and execution with natural language insights, AI-driven quality management, and outcome-driven coaching.
Manage your customer experience with confidence
Insights
Turn customer conversations into better business decisions with AI-powered insights and recommendations that drive results.
- Ask questions of your conversation data and get answers in natural language, supported by evidence.
- Find what matters with insights prioritized by your outcomes: sales, resolution, handle time, and more.
- Act quickly and easily with proactive AI-generated recommendations and one-click action workflows.
AI Analyst
Uncover pivotal insights hidden in your conversations with natural language questions and evidence-backed answers.
- Get answers to your questions in minutes instead of waiting for slow, manual call analysis.
- Ask in-context follow-up questions to get to root-cause of what’s happening--and why.
- Trust your answers with evidence citations and AI explanations for each point in your answers.
Quality Management
Auto-score every conversation for compliance & performance with precision accuracy to unlock better agent coaching at lower costs.
- AI evaluates 100% of interactions for full visibility at lower cost versus manual sampling & scoring.
- See the true picture of performance with generative AI-defined behavior tracking & evaluation.
- Build efficient hybrid QM with AI-enabled workflows for work assignment and manual scoring.
Coaching
Analyze agent behaviors & business outcomes to pinpoint what really matters, and see coaching recommendations for every agent.
- Know what great agent performance looks like with gen AI-powered behavior and outcome tracking.
- Coach efficiently with AI-guided coaching actions for every agent, supported by conversation evidence.
- Analyze the effectiveness of each coaching session to spot coaches who need extra support.
Discover, prioritize, and act on what truly matters
Cresta’s AI doesn’t just monitor for keywords—it understands context, behavior, and outcomes so you can act on what really moves the needle, and track the impact of your changes.
+30pt
Improvement in Net Promoter Score (NPS) directly attributed to Cresta
Get actionable insights in minutes, not months
Cresta does the leg work of analyzing conversations across channels, so you can spend more time coaching agents and clearing blockers for your teams—all at a lower cost.
“It used to take me 6 weeks and more than $100,000 to get this information. Cresta is now doing this in real-time and it’s completely transformative.”
Why do enterprise customer experience teams trust Cresta Conversation Intelligence?
No-code AI training & deployment
Build bespoke AI models for behavior tracking and link them to charts, alerts, scorecards, & coaching—all with clicks, not code.
An end-to-end CX feedback loop
Act on insights with QM & coaching tools, track the effect of your changes over time, and adjust in-flight to maximize effectiveness.
Intelligence and real-time agent guidance, all in one
Connect to Cresta’s award-winning real-time Agent Assist suite for alerts and agent guidance in-the-moment, on every conversation, across channels.
FAQ section
Cresta Conversation Intelligence captures and indexes structured summaries of every conversation and rolls them into insights teams can search and act on, including through Cresta AI Analyst, which lets leaders query their conversation data directly. Those summaries and insights feed QA scoring, automated coaching recommendations and evidence, and training, so the same analysis powers both measurement and improvement.
Cresta can analyze 100% of conversations across voice and digital channels, including transcription, sentiment, topics, and outcomes, not a sampled subset. It also analyzed unstructured text from surveys, reviews and social posts to paint a richer picture of the Voice of the Customer (VoC). This full-coverage analysis is what powers insights and QA at scale and gives leaders a reliable read on what is driving CSAT, resolution, and revenue moments across the floor.
Cresta Conversation Intelligence is AI that analyzes 100% of your customer conversations, across voice and digital, to surface insights, score quality, and improve customer engagement. Instead of sampling a few percent of calls, it gives you a complete, structured view of what is actually happening in every interaction. It runs on the same platform and intelligence layer as Agent Assist and AI Agent.
Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. Companies like United Airlines, Cox Communications, and Marriott use Cresta to power world-class customer experiences every day.
Cresta is built for large, high-volume customer operations that want to improve every customer conversation, not just automate a narrow slice of them. It is especially suited to enterprises with large team of agents and leaders across CX, customer care, operations, and enablement. The strongest fit is organizations that run complex contact centers in industries like financial services, insurance, hospitality, telecom, and travel, where scale, compliance, and service quality all matter at once.
Turn every conversation into a competitive advantage
Unlock better agent performance and operational efficiency at scale with Cresta Conversation Intelligence
