Cresta Behavioral Guidance equips every agent with the expertise to perform like your best. It delivers targeted hints, behavioral checklists, and guided workflows at precisely the right moments throughout each conversation. This real-time guidance reinforces key behaviors that impact customer satisfaction (CSAT), sales performance, and compliance. Cresta enables enterprise contact centers to successfully navigate the moments that matter most by turning real-time agent guidance into better business outcomes.

Features

• Targeted, Context-Aware Guidance: Outcome-driven hints and behavioral checklists are delivered in real time as conversations unfold, helping agents follow best practices, maintain compliance, and make personalized recommendations.
• Custom Intent Models: Easily trigger guidance using models fine-tuned to recognize nuanced scenarios and behaviors—no technical skills required.
• No-Code AI Orchestration: Deploy powerful AI workflows with clicks, not code. Combine conversational triggers, integrated data, and business logic into custom workflows tailored to your business needs.
• Live Assist for Supervisor Coaching: Agents can discreetly request supervisor help during live conversations. Supervisors receive real-time alerts and can follow live transcriptions, offering behind-the-scenes guidance via chat.
• Precision Performance: Powered by advanced models and systems, Cresta delivers unmatched accuracy and near-zero latency with task-specific architectures.
• Unified Intelligence Layer: Integrates with telephony, chat, CRM, and knowledge systems to unify data, insights, and workflows.
• Enterprise-Grade Security: Includes custom PII redaction, advanced guardrails to prevent hallucinations, and industry-leading security certifications.

Benefits

• Improved CSAT and Sales Outcomes: Reinforces behaviors that directly impact customer satisfaction and conversion rates.
• Reduced Hold Times and Transfers: Live Assist enables faster issue resolution with real-time supervisor support.
• Scalable Coaching: Real-time guidance ensures consistent performance across agents without manual intervention.
• Flexible Deployment: No-code orchestration allows business teams to configure workflows without engineering support.
• Compliance Assurance: Behavioral checklists and guided workflows help agents stay aligned with regulatory and internal standards.
• Operational Efficiency: Streamlines agent workflows and reduces training time by embedding best practices directly into live conversations.