Generative AI that makes every customer conversation count.

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Cresta

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Generative AI that makes every customer conversation count.

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Overview

Cresta AI is an enterprise-grade Artificial Intelligence (AI) platform built specifically for contact centers. This intelligent tool harnesses the power of generative AI to enhance customer conversations and maximize their value.

It offers live coaching, provides insights across customer calls, and has a self-service feature, equipping teams to improve the effectiveness of their customer interactions.

Cresta AI is designed to facilitate a wide range of use cases including sales, customer care, retention, and collections, making it useful across various industries such as airlines, automotive, finance, insurance, retail, telecommunications, and travel & hospitality.

Cresta AI is comprised of multiple components. There's the 'Conversation Intelligence' which uncovers the real drivers of contact center performance, 'Agent Assist' that uses real-time AI for precise and impactful guidance, and 'Virtual Agent' for automating conversations.

Additionally, Cresta AI offers advanced contextual understanding by training its state-of-the-art models on user-specific data. With its scalable architecture, Cresta AI ensures ultra low-latency transcription and inference at the speed of conversations, making it suitable for real-time guidance.

The solution also provides a no-code command center, enabling non-technical leaders to train, test, and deploy AI models. Overall, Cresta AI aims to reinvent contact centers by pinpointing performance drivers, reducing costs through targeted automation, and empowering employees to work smarter and faster.

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February 1, 2021

Initial release of Cresta.

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Pros and Cons

Pros

Real-time customer intelligence

Post-call insights

Self-service capabilities

Live coaching for teams

Improves agent effectiveness/efficiency

Drives automation efficiency

Narrows performance gap

Increases sales efficiency

Provides bespoke playbooks

Automates repetitive tasks

Continuous learning and improvement

Industry-specific solutions

Advanced contextual understanding

Scalable architecture

Ultra low-latency transcription

Allows non-technical deployment

State-of-the-art models

Multiple components for versatility

Solutions for various use cases

Improves customer interactions

Low-latency conversation inference

Reduce costs through automation

No-code command center

Aids in employee empowerment

Enhanced customer conversation

Real-time intelligent assistance

Useful across various industries

Maximizes value from conversations

Improved customer satisfaction

Reduces average handling time

Automates conversation with virtual agent

Empowers non-technical leaders

Delivers insights via no-code command center

Real-time guidance at conversation speed

Trained on user-specific data

Helps reinforce proven playbooks

Analyzes semantics of every conversation

Correlates insights against conversation-level outcomes

Deeper understanding of business processes

Platform-wide actionable insights

Combined automated and human-in-the-loop QM

Automated interaction summaries

Accelerates onboarding process

Minimizes net credit loss

Easily integrates with contact center platforms

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Cons

Not designed for small businesses

No mobile application

Requires significant data for training

Limited language support

No offline functionality

Lack of third-party integrations

No cold calling feature

One-size-fits-all approach to customer interactions

Limited automation possibilities

No specific solutions for startups

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Q&A

What is Cresta AI?

Cresta AI is an enterprise-grade Artificial Intelligence platform built specifically for enhancing contact center interactions. It leverages generative AI to optimize customer conversations, delivering live coaching and post-call insights. It can be used across various industries for diverse functions, including sales, customer care, retention, and collections.

What are the main features of Cresta AI?

Cresta AI offers multiple key features. Its 'Conversation Intelligence' uncovers the real drivers of contact center performance. 'Agent Assist' provides real-time AI-powered guidance for agents, enhancing their precision and impact. 'Virtual Agent' automates conversations, increasing efficiency. Cresta AI also offers advanced contextual understanding by training its AI models on user-specific data. Additionally, it has a no-code command center, allowing non-technical leaders to train, test, and deploy AI models.

How does Cresta AI improve sales efficiency?

Cresta AI improves sales efficiency by leveraging AI to identify and reinforce behaviors that accelerate revenue growth. It learns from top performers to pinpoint tactics that maximize lead conversion and upsell revenue. Additionally, it delivers targeted, personalized coaching and guides sales reps from discovery to close with real-time co-pilots that continuously learn and improve.

What tools within Cresta AI aid in customer interaction?

Cresta AI uses a range of tools for customer interaction. The AI-powered 'Agent Assist' provides real-time, precise, and impactful guidance. The 'Virtual Agent' automates conversations at a scale. The platform can analyze every conversation to uncover customer insights and behavioral best practices for more effective customer interactions.

What is the Cresta AI Agent Assist?

Cresta AI's Agent Assist is AI-powered real-time guidance tool. It empowers agents with unmatched precision and impactful suggestions throughout customer interactions. This tool aids in delivering superior customer service by providing accurate responses in real-time.

What industries can effectively utilize Cresta AI?

Cresta AI can be effectively utilized in various industries such as airlines, automotive, finance, insurance, retail, telecommunications, travel and hospitality. It serves a wide range of use cases in these industries, including sales, customer care, retention, and collections activities.

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How does Cresta AI's Virtual Agent work?

Cresta AI's Virtual Agent is designed to automate conversations. It learns from human expertise to determine the best practices for customer interactions. As a result, it is capable of reducing the average handling time of calls and allows for the automation of entire conversations, increasing efficiency.

How does Cresta AI learn and improve over time?

Cresta AI learns and improves over time by training its state-of-the-art AI models on user-specific data. It continually learns from every customer conversation and agent behavior to improve its suggestions and assistance, contributing to more effective and efficient customer interactions.

What does Cresta AI mean by using 'Generative AI'?

Generative AI in the context of Cresta AI refers to its ability to generate responses and guidance in real-time during a conversation. Based on the user-specific data it has been trained on, it can provide new insights, suggestions, and responses during customer interactions, thereby amplifying behaviors that effectively drive results.

Can Cresta AI be used for customer retention efforts?

Yes, Cresta AI plays a significant role in customer retention efforts. It uncovers the underlying causes of churn and identifies the most effective ways to overcome retention challenges. By providing dynamic real-time guidance to agents during complex conversations, it aids in turning frustrated customers into loyal promoters of the business.

Does Cresta AI offer a solution suitable for remote teams or WFH?

Cresta AI includes features specifically designed for remote teams and WFH situations. Its real-time insights, coaching, and performance management tools can aid and equip remote teams to respond effectively to customer needs, ensuring consistent high-quality service despite distributed locations.

Does Cresta AI have a feature for post-call insights?

Yes, Cresta AI offers post-call insights, which are a valuable part of its service. By analyzing every conversation, Cresta AI can uncover key customer insights and behavioral best practices, leading to a better understanding of business outcomes and a more effective response to future customer interactions.

Can Cresta AI be used in the automotive industry?

Yes, Cresta AI can be effectively used in the automotive industry. It facilitates improved customer interactions, retention, and sales efficiency in automotive businesses by reinforcing behaviors proven to accelerate revenue growth, providing real-time coaching and guidance to agents, and delivering post-call insights.

What are the automation capabilities of Cresta AI?

The automation capabilities of Cresta AI include features like AI-suggested responses, automatic note-taking and interaction summaries, and automation of entire conversations through the Virtual Agent. This reduces average call handle time and increases concurrency, helping in cost savings and efficiency improvements.

How does Cresta AI contribute in increasing agent effectiveness?

Cresta AI contributes to increasing agent effectiveness in multiple ways. Its AI-driven 'Agent Assist' offers real-time, accurate guidance, helping agents deliver high-impact customer service. It ensures every agent operates at their best by providing proactive co-pilots that suggest proven best practices and generates accurate answers throughout each conversation.

Can Cresta AI be used for real-time coaching?

Yes, Cresta AI can be used for real-time coaching. Its 'Agent Assist' provides agents with precise and impactful guidance in real-time, helping to drive productivity and improve the quality of customer interactions.

What is the role of AI in Cresta AI's contact center solutions?

AI plays a pivotal role in Cresta AI's contact center solutions. From analyzing every conversation and uncovering key customer insights to providing real-time agent assistance, AI drives the functionality of Cresta AI. It also enables automated quality assurance, coaching, and performance management, improving agent effectiveness and overall business outcomes.

What are the specific applications of Cresta AI in the finance industry?

In the finance industry, Cresta AI can accelerate collections while minimizing compliance risk by combining behavioral adherence tracking, QA automation, and real-time guidance. It can reinforce playbooks proven to increase promise-to-pay, reduce credit loss, and protect against costly compliance violations. Moreover, it can help finance companies discover and reinforce behaviors that accelerate revenue growth.

Does Cresta AI offer any services or features related to conversation intelligence?

Yes, Cresta AI offers conversation intelligence which is one of its key product offerings. This feature enables the discovery and reinforcement of true performance drivers in contact centers. It analyzes the semantics of every conversation, correlates insights against conversation-level outcomes, and highlights the most promising opportunities to improve essential KPIs.

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