Cresta Launches AI Analyst
Cresta adds new agentic AI capabilities to enable businesses to ask questions in natural language and unlock new insights from customer conversations.
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Cresta, the contact centre AI platform for human and AI agents, announced AI Analyst – a new natural-language interface that empowers organisations to quickly uncover insights into business strategy, customer experience operations and agent behavior from customer conversations.
With traditional analytics platforms, it can be incredibly time and cost-intensive for organizations to derive basic-level insights from their conversational data. These platforms tend to only provide businesses with surface-level insights and often result in businesses spending weeks or months manually analysing conversations.
Additionally, other natural-language insight tools simply process transcripts with off-the-shelf large language models, resulting in unstructured, wall-of-text insights with little or no sourcing – exposing customers to inaccurate answers from AI hallucinations.
AI Analyst allows business leaders to ask questions about customer conversations in natural language, providing them with clear, structured answers that surface key findings, an explanation of reasoning, and links to supporting evidence. With this information, Cresta customers are armed with the latest data-backed insights to drive change at scale.
With AI Analyst, customers can:
- Save time and money by reducing reliance on in-house and external analyst teams to review customer conversations.
- Get answers to questions in minutes, not weeks or months, so they can make data-driven decisions based on the latest information.
- Act on those answers with coaching, quality management, real-time guidance, virtual agent automation – all within the Cresta platform.
“Metrigy’s research shows that more than 50% of companies are relying on AI-based interaction analytics—and for good reason,” said Robin Gareiss, CEO of Metrigy. “This data is golden, providing rich insights into the actual customer experience. Cresta’s AI Analyst provides a way for any employee to probe into customer interactions and learn the root cause of emerging trends. The approach Cresta has designed to analyse the data results in more accurate answers from the LLM, which is obviously key as companies take action on the findings.”
Along with the introduction of AI Analyst, Cresta has also made significant enhancements to existing solutions offered within the company’s AI-powered contact centre analytics suite, Cresta Insights. These enhancements include:
- New AI-inferred outcomes for case resolution and customer experience in Outcome Insights – no more need for low response-rate surveys or inaccurate disposition notes.
- New enhancements to Topic Discovery, allowing customers to see top conversation reasons and FAQs – and how agents are fielding them – at a glance, and overlay outcomes like sales & resolution to quickly spot problem areas.
- Enhancements to Behavior Discovery to help customers uncover “unknown unknowns” in agents’ behavioral patterns during conversations.
- An all-new Dashboard Builder so customers can build and share customised reporting and charts for better tracking and communication.
“With AI Analyst and Insights, businesses can find out what’s really happening in their conversations, just by asking questions,” said Ping Wu, CEO of Cresta. “From strategic priorities, to operational fixes, to agent best practices, we’re surfacing reality in real-time. And, by getting rid of the friction and letting anyone ask questions and find what they need, every part of the organisation benefits—not just the contact centre.”
