Cresta AI Agent platform combines automation and human-like, conversational AI

Cresta, the leading contact center AI platform for human and AI agents, is announcing that its AI Agent platform—a CX solution for delivering human-like conversational experiences—has demonstrated significant success in its deployment with Brinks Home, a home security provider. Cresta’s AI Agent solution has rapidly scaled AI voice agents in product for Brinks Home, demonstrating its prowess in merging advanced language models and precise business logic to create AI-based, human-like conversations.

AI Agent aims to solve the challenge of reducing costs through automated customer conversations while ensuring that these conversations transcend the typically rigid flows and scripts of other bot platforms, according to Cresta.

Cresta’s combination of cutting-edge language models and precise business logic helps its AI Agent platform deliver human-like conversations equipped with the necessary flexibility to adapt to customer needs. AI Agent is also capable of understanding the nuance of human language, enabling it to seamlessly resolve complex issues—all while adhering to AI guardrails designed to protect data privacy and reduce misinformation.

“Cresta AI Agent combines automation with the understanding and flexibility of human interaction—moving far beyond the limitations of traditional voice agents,” said Ping Wu, CEO of Cresta. “Armed with the latest advancements in generative AI and built on Cresta’s expertise handling customer conversations for the Fortune 500, AI Agent delivers what customers want: effective and empathetic support that can actually solve complex problems.”

Brink Home’s deployment of Cresta AI Agents has increased its overall customer satisfaction and loyalty, demonstrated by a 30-point increase in Net Promoter Score (NPS). This was achieved by providing Brink Home with AI-driven insights into what fuels resolution and adequately suits customer needs.

"Cresta has enabled us to automate a wider range of conversations than we ever thought possible, but what has truly amazed us is how much our customers and employees are enjoying the experience," said Veronica Moturi, SVP of customer experience at Brinks Home. "Our voice AI Agent guides customers through complex, multi-step troubleshooting scenarios, and the positive feedback from these customers has been eye-opening. Additionally, our agents love working with it as well. It enhances their efficiency, improves customer satisfaction scores, and ensures a smooth transfer experience when escalation is necessary. We've been able to significantly improve our issue resolution rates and elevate the overall customer experience simultaneously."

To learn more about Cresta AI Agent, please visit https://cresta.com/.