Cresta Agent Assist unlocks your team’s true potential with real-time support that transforms every agent into a top performer. It provides agents with superpowers across every major channel—voice, chat, and email—by guiding them with best practices, precise answers, and AI-generated summaries. The platform is designed to help agents get better results, faster, while improving operational efficiency and customer satisfaction. Enterprise contact centers trust Cresta Agent Assist to deliver instant coaching, eliminate guesswork, and scale digital conversations without sacrificing quality. It is used by leading organizations such as United Airlines, Indeed, and Fortune 500 financial services companies.

Features

• Real-Time Behavioral Guidance: Agents receive hints, reminders, and workflows tailored to each conversation, enabling them to navigate scenarios like seasoned professionals.
• Generative Knowledge Assist: Unifies knowledge sources and delivers precise, real-time responses without the need for searching or prompting.
• AI Summaries: Fully customizable and instantly generated to reduce average handle time (AHT) and support structured workflows.
• Digital Conversation Co-Pilot: Reduces manual typing by over 50% across chat and email, powered by AI that learns from top performers.
• Context-Specific Strategies: Proven methods embedded into the agent experience to ensure consistent, high-quality interactions.
• Feedback Loop: Agents can share why a resource wasn’t helpful, enabling continuous improvement of AI responses.

Benefits

• Instant Coaching: Agents receive guidance in real time, eliminating delays and improving performance from day one.
• Faster Issue Resolution: With instant access to unified knowledge, agents resolve customer issues more quickly and consistently.
• Improved Productivity: AI summaries and typing reduction tools help agents handle more interactions in less time.
• Enhanced Data Capture: Structured summaries support better data quality and downstream workflows.
• Scalable Efficiency: Supports digital conversations across chat and email without sacrificing quality.
• Enterprise-Ready: Trusted by leading organizations like United Airlines, Indeed, and Fortune 500 financial services companies.