Blog
Introducing Synthetic Customers: A Living Model of Your Customer Base, Derived From Real Conversations
Introducing Synthetic Customers: a new way to test AI agents, train human agents, pressure-test decisions, and understand your customer base — all from personas derived directly from your real conversation data.
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.
Introducing Synthetic Customers: A Living Model of Your Customer Base, Derived From Real Conversations
Introducing Synthetic Customers: a new way to test AI agents, train human agents, pressure-test decisions, and understand your customer base — all from personas derived directly from your real conversation data.
Cresta Crew: Hanze Li, Forward Deployed Engineer
Learn about Cresta's Forward Deployed Engineering approach and team through the eyes of Hanze Li, a Forward Deployed Engineer.
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.
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Meet Customers Where They Are — When Their AI Is the One Calling
This blog explores how companies should prepare for a future of agent-led interactions, where automation removes friction, humans focus on moments that require trust and judgment, and oversight becomes essential to operating AI confidently at scale.
How to Make Sure Your Team Doesn’t Hang Up on the Pope
When Pope Leo XIV called his Chicago bank, he passed every security check — and still got hung up on. Read on for why CX has a lot to learn from Pope Leo.
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.
Beyond Audits: How We Actually Test Our Security
Learn about Cresta's approach to testing our security from all angles in this post on red teaming exercises
Why Metric Obsession is Quietly Undermining Your Voice of the Customer (VoC) Program
A look at why survey-heavy VoC programs are falling short, and how leading teams are moving beyond metrics to build a more complete, actionable view of customer experience.
Observability for AI Agents: Tracing Multi-Service LLM Pipelines with Langfuse
A look at how Cresta traces and debugs complex AI agent pipelines in production—from retrieval to generation to tool use—and why observability is critical to improving performance at every step.
United Airlines, CVS Capitalize on Cresta Conversation Intelligence to Boost Customer Experience
Learn how industry leaders CVS and United Airlines use Cresta Conversation Intelligence to better understand their customers and improve the customer experience.
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