As Silicon Valley’s entrepreneurs cluster around the worldview that artificial intelligence is poised to change how we work, investors are deciding which use cases make the most sense to pump money into right now. One focus has been the relentless communication between companies and customers that takes place at call centers.
Call center tech has spawned dozens if not hundreds of AI startups, many of which have focused on automating services and using robotic voices to point customers somewhere they can spend money. There has been a lot of progress, but not all of those products have delivered. Cresta is more focused on using AI suggestions to help human contact center workers make the most of an individual call or chat session and lean on what’s worked well for past interactions that were deemed successful...-