SUMMARY AGENT

Summarize every conversation with precision

Instantly generate accurate, customizable summaries during and after customer conversations to reduce AHT, improve the accuracy of customer data, and facilitate better collaboration between human and AI agents.

Cut after-call work and capture better data with summaries that preserve what matters

Capture the details that matter, every time

Automatically capture call reason, resolution, and outcomes with industry-leading accuracy and latency. Within seconds, Cresta delivers concise, editable summaries and syncs them with your CRM so critical context is never lost.

Tailor summaries to your unique business needs

Customize summary templates to mirror your organization’s terminology, workflows, and data requirements. Cresta blends bespoke data generation, instruction fine-tuning, and reinforcement learning to deliver precise, purpose-built summary models.

Generate detailed notes throughout each conversation

Continuously extract custom entities and structured notes as the conversation unfolds. Agents can verify and reference critical information in real time, reducing errors, accelerating escalations, and minimizing after-call work in regulated industries where every detail matters.

Seamless hand-offs between human and AI Agents

Generate and display summaries that equip human agents with the context they need during AI Agent hand-offs and escalations. A concise, detailed transfer summary eliminates repetition, reduces customer friction, and minimizes additional handle time, improving the experience for both customers and agents.

Make exceptional agent performance your competitive advantage

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Precise models, tailored to your business

Small, specialized AI models recognize the nuanced needs and behaviors behind your business processes, at scale across millions of conversations. With Opera, business teams can build workflows for specific scenarios, test and simulate them on historical conversations, and refine them without writing code.

Engineered for real-time performance

Industry-leading latency ensures that your teams never miss a chance to act on an opportunity, answer questions correctly, or overcome an objection. Speech recognition, moment detection, and assistance delivery are optimized together so that agents receive guidance at the speed of a natural conversation.

One platform that reinforces what works

Deliver the right answers, offers, guidance, responses, and automated actions across use cases and industries—all on the same platform as quality management, coaching, and training. Turn conversation insights into a targeted flywheel that closes performance gaps and makes the next interaction better.

Proven in production

Turning great experiences into powerful outcomes

"If I told my agents tomorrow that we weren't going to have Agentic Assist anymore, I would have a complete mutiny on my hands."

"It's really important that we can deliver fast and customized service to our guests, and I see this as a big enabler in order to do that. They're going to be able to get to the information they need quickly and accurately without having to dig through multiple sources of data. It will really help them improve their quality of answers as well as their speed of answers."

“Cresta is all about creating a consistent customer experience….we’re seeing good things across all our core metrics, average handle time going down, transfer rates going down, NPS going up, and ultimately overall call volumes going down.”