Cresta Launches Knowledge Agent to Deliver Proactive, Real-Time Intelligence in Contact Centers

Cresta has introduced its new Knowledge Agent, an agentic AI assistant designed to transform how contact center employees access and use information during live customer interactions. The solution works alongside human agents in real time, proactively surfacing precise, context-aware answers without requiring manual prompts, effectively acting as a “second brain” that listens to conversations and analyzes on-screen data simultaneously. By integrating live audio with contextual data such as account status, order history, and loyalty tiers, the tool delivers tailored responses that reduce the need for agents to switch between multiple systems, addressing productivity challenges like “toggle-tax.”

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Ping Wu emphasized that the assistant eliminates guesswork and enables agents to focus on customer engagement rather than information retrieval. Based on a persistent browser-based interface, Knowledge Agent automatically follows agents as they work in different workflows, ensuring agents are continuously supported with relevant insights. The new product introduction is anticipated to drive significant improvements in main performance indicators such as first-call resolution rates, employee satisfaction, and new agents’ onboarding time. This release, as one element of Crestas wide-ranging goal for agentic AI, points towards a change to intelligent customer experience operations that are more proactive and workflow-native, with AI not only augmenting human capabilities but also leading to faster and more precise service delivery.

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