The Inner Circle Guide to Next-Generation Customer Contact
The Inner Circle Guides by Contact Babel are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of implementing and using these technologies, an appraisal of the vendors and products available, and a view on what the future holds.
“The Inner Circle Guide to Next-Generation Customer Contact” is a contact center and CX research report based on surveys with over 400 UK & US organizations and 1,000 customers from each country.
In this paper, you’ll learn:
- How to use Generative AI and intelligent virtual assistants
- How to use real-time sentiment analysis
- Which niche technologies can break into the mainstream?
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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.