How and why: Using real-time AI for agent empowerment
Historically, delivering better customer experiences and reducing costs in the contact center have been viewed as conflicting goals. At best, leaders have hoped to maintain customer satisfaction as they apply automation to reduce costs, or vice versa. Now, with the advent of generative AI, this paradigm has shifted.
Watch a data-driven conversation with guest speaker Christina McAllister, Senior Analyst at Forrester Research. We’ll explore how human-in-the-loop AI in the contact center can be used to unlock the full potential of every agent, with wide-ranging benefits to both CX and operational efficiency.
In this webinar, you’ll learn how to:
- Elevate the agent experience — benefiting your customers and your bottom line
- Strategically deploy real-time AI to improve mission-critical KPIs like FCR, AHT, and CSAT
- Reduce costs and improve agent performance by rethinking quality management and coaching
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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.