Cresta AI Agent delivers seamless, omnichannel CX
Cresta, the leading contact center AI platform for human and AI agents, is unveiling new features for the Cresta AI Agent, an agentic solution for delivering human-like, secure conversations across channels. Now, Cresta AI Agent benefits from new enhancements that deliver a true omnichannel experience, enabling greater adaptability and customization while preserving conversational context.
Key to the expansion of Cresta AI Agent is consistency and customization, allowing enterprises to deploy human-like conversational experiences that deliver consistent branding and personalization while optimizing channels based on its unique requirements. As opposed to delivering multiple disconnected channels, Cresta unifies and connects each channel, dramatically smoothing the customer experience by allowing them to easily switch or simultaneously interface across voice and digital touchpoints, according to the company.
“As enterprises face growing pressure to improve customer experience, delivering consistent services across channels is no longer optional,” said Ping Wu, CEO of Cresta. “Expanding Cresta AI Agent to deliver an omnichannel experience gives businesses a scalable, intelligent foundation to automate more for less, all while maintaining the quality, security, and personalization their customers expect.”
Cresta AI Agent centers the customer experience (CX), preserving the context from each interaction by seamlessly transferring conversations between channels or agents—so that customers don’t have to repeat themselves.
The AI Agent also guides customers to the most effective channel, using interaction data and outcomes to intelligently direct customers and drive faster, easier resolutions. Additionally, the combination of real-time conversations with cross-channel delivery further aids in resolution, guiding a customer over the phone while simultaneously sharing helpful resources in chat, such as a troubleshooting video.
Regarding adaptability, Cresta AI Agent intelligently changes its tone, pacing, and guidance style based on what channel the conversation is taking place, e.g., voice or chat. Finally, with customer-specific interaction data, AI Agent can deliver highly personalized experiences further fueled by historical context from previous sessions.
“Working with Cresta has been a turning point for our customer service and sales strategy,” said Adam Christensen, vice president of resource management at SNAP Finance. “We’ve seen a 5.5x improvement in containment, which has meaningfully reduced operational costs while improving our customer experience. What’s impressed us most is how quickly we were able to realize impact. Cresta helped us move fast, scale confidently, and drive measurable results that our team and customers can feel.”
To learn more about Cresta AI Agent, please visit https://cresta.com/.