Turn customer conversations into better business decisions

Cresta Insights helps leaders discover what’s driving contacts and outcomes, track customer journeys over time, and take action across automation, agent augmentation, and strategic & operational decisions. All guided end-to-end by KPIs like CSAT, resolution, AHT, and conversion.

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Discover what matters and what to do about it

Surface unknown unknowns

Automatically uncover emerging contact reasons, friction points, and behavioral patterns across 100% of conversations to catch what’s changing before it shows up in your KPIs.

Go from “what happened” to “why”

Ask plain-English questions and get structured answers that explain what’s driving shifts in CSAT, AHT, resolution, and conversion, without weeks of manual analysis.

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Find the best opportunities to automate

Identify interactions and workflows best-suited for automation, based on real conversations and outcome impact, so you prioritize the right AI Agent use cases—and design them the right way.

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Track leading indicators that drive your KPIs

Spot the moments that make or break results

Detect situational behaviors and critical moments—like policy misquotes or retention-saving offers—and see how they correlate to outcomes so coaching and process changes stay targeted.

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Catch trends early, not after the fact

Monitor how themes and behaviors change over time and set up bespoke, logical alerting for anomalies, so you can respond quickly when conditions change.

Turn dashboards into answers

Build custom role-based dashboards for leaders, ops, and CX—then let anyone dig deeper by asking questions to understand what’s driving trends and changes.

Act on insights to gain a competitive edge

Automate the right conversations, the right way

Deploy AI Agents where they’ll deliver measurable lift—faster resolution, higher containment, better CSAT—and design & deploy them effectively, informed by an unmatched understanding of your real conversations.

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Improve agent performance in the moment

Augment agents in real time with guidance and workflow support tied to outcomes like sales, retention and CSAT, so best practices are consistent, scalable, and measurable.

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Remove friction across the customer journey

Spot where journeys break down and fix the upstream causes by refining self-serve flows, sending comms, or updating policies— then monitor the impact of your changes to validate improvement.

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Make strategic decisions with confidence

Use the true voice of the customer to make decisions that stick—policy, process, product—grounded in what’s happening now and what’s impacting outcomes.

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Supporting the world’s most critical customer experiences

Turn insights into action and savings at scale

50%

Reduction in call volumes from journey optimization

$ Millions

Savings from deflection associated with journey optimization

See the results

Track and improve CSAT in healthcare interactions

“We’ve scored 100% of our calls. So, at an agent level, we understand performance, not just from their perspective but from the consumers’ perspective” 
Srikant Narasimhan
VP, Enterprise CX & Insights

100%

Calls scored for
predictive CSAT

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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

“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

61%

Increase in dollars per hour collected

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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
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One platform, compounding value

Unify human and AI agents on a single platform with shared context, workflows, and governance. By capturing and connecting every interaction across the customer journey, Cresta eliminates silos and gives teams the context and visibility needed to deliver consistent execution, more personalized experiences, and continuous improvement over time.

AI Agent

Deploy AI agents on a platform where shared context, workflows, and insights improve performance over time, helping teams move faster and get more value from every interaction.

Agent Assist

Extend proven Agent Assist capabilities like live summarization and seamless handoff to support both human and AI agents without rebuilding core functionality.

Unified knowledge

Power both human and AI agents with the same up-to-date knowledge, ensuring consistent, accurate, and on-brand responses everywhere.

Conversation Intelligence

Use shared insights from customer conversations to uncover automation opportunities, improve performance across both human and AI interactions, and understand the voice of your customer more completely.

Existing integrations, data, and workflows

Build AI agents on top of the established integrations, data access, and workflows you already trust, so you can move faster without reworking your foundation.

AI Agent
Deploy AI agents on a platform where shared context, workflows, and insights improve performance over time, helping teams move faster and get more value from every interaction.
Agent Assist
Extend proven Agent Assist capabilities like live summarization and seamless handoff to support both human and AI agents without rebuilding core functionality.
Unified knowledge
Power both human and AI agents with the same up-to-date knowledge, ensuring consistent, accurate, and on-brand responses everywhere.
Conversation Intelligence
Use shared insights from customer conversations to uncover automation opportunities, improve performance across both human and AI interactions, and understand the voice of your customer more completely.
Existing integrations, data, and workflows
Build AI agents on top of the established integrations, data access, and workflows you already trust, so you can move faster without reworking your foundation.

Unlock the data in your conversations

See how Cresta Insights helps you discover, build, track and take action on pivotal insights from real interactions.

Request a demo
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