Cresta launches AI Analyst, uncovering insights from customer conversations

Cresta, a leading contact center AI platform for human and AI agents, is introducing AI Analyst—a new natural-language interface that quickly uncovers insights into business strategy, customer experience operations, and agent behavior from customer conversations.

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, the company said.
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.

Along with the introduction of AI Analyst, Cresta has also made significant enhancements to existing solutions offered within the company’s AI-powered contact center analytics suite, Cresta Insights. These enhancements include:

• New AI-inferred outcomes for case resolution and customer experience in Outcome Insights.
• New enhancements to Topic Discovery, allowing customers to see top conversation reasons and FAQs at a glance.
• 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 customized 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 organization benefits—not just the contact center.”

For more information about this news, visit https://cresta.com.