Why VoC Programs Miss the Moments That Matter
What 2M+ hours of automated conversation analysis revealed about the questions great CX leaders are asking
Enterprise CX teams have more customer data than ever. But the moments that explain churn, missed revenue, negative sentiment, and operational friction often stay buried inside the conversation itself.
Cresta analyzed the questions CX leaders ask when they can query customer conversations in plain English — and what those questions reveal about the future of VoC.
In this eBook, you’ll discover:
- The questions leading CX teams ask to uncover customer friction, revenue risk, and coaching opportunities
- How conversation analysis connects sentiment, handle time, transfers, and repeat contacts to root cause
- Where AI and self-service can reduce effort – without hurting the customer experience
- 20 practical VoC questions your team can use to find insights faster
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Introducing Cresta CLI
Cresta CLI is a command-line interface for the Cresta platform. Developers and the coding agents they work with can read an AI agent's full configuration, query real production conversations, traces, and feedback, script those results into the tools their team already uses, and run tests and deploys inside their own CI/CD pipeline.
Meet Cresta: The Unified Platform for Human + AI Agents
See how leading brands are transforming customer experience and driving greater efficiency with Cresta, the unified platform for human and AI agents.
How Sunbit scaled VIP-level service to millions of customers with Cresta AI
Sunbit's contact center was growing faster than their IVR could handle. By replacing their tree-based phone system with Cresta's AI voice agent and layering in real-time agent assist and 100% QA coverage, Sunbit contained 50% of interactions autonomously, cut routing time from 90 seconds to five, and drove average handle times down 10% — while customer satisfaction went up.