Cresta Raises Bar with New Generative AI Capabilities that drive efficiency and effectiveness in the contact center

Cresta, a leading provider of generative AI for intelligent contact centers, announced new AI enhancements that provide contact center agents and leaders with advanced, intuitive capabilities to make data-driven decisions that drive more productive and effective customer interactions – a true game changer in AI accessibility.
The enhancements to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera are powered by the latest advancements in Large Language Models and Generative AI, and represent a significant leap forward in how agents and leaders can utilize AI to elevate contact center operations. These new features are designed to revolutionize the way users engage with Cresta, delivering an unprecedented level of performance, insights, and productivity.

“Cresta is using the latest innovation in LLMs and Generative AI to ensure that contact center leaders are equipped with the tools and insights they need to help agents excel before, during and after each customer interaction,” said Ping Wu, CEO of Cresta. “These new solutions demonstrate our commitment to helping contact center agents experience the full potential of AI to enhance their performance, seamlessly collaborate and receive personalized coaching tailored to their unique styles and skill sets.”

Also Read: ibex’s Wave X Earns 2023 Customer Experience Innovation Award from CUSTOMER Magazine

Outcome Insights
When it comes to converting sales opportunities, preventing customer churn, or providing exceptional customer service, there are often a variety of specific agent behaviors that consistently lead to better results. In order to effectively prioritize and reinforce them, contact center leaders need a clear, data-driven understanding of which behaviors drive business outcomes and to what degree. Outcome Insights is a powerful diagnostic tool that identifies and quantifies the connection between behaviors and business outcomes like revenue, and provides an opportunity calculator that delivers clear direction to prioritize coaching efforts and measure their impact.

Notable enhancements include:

• Greater personalization capabilities that allow leaders to drive outcomes with accuracy at both the team and individual level
• Improvements to behavioral discovery including the ability to identify multiple behaviors working harmoniously for superior outcomes.
• The ability to infer outcomes in scenarios where outcome data isn’t available or can’t be tied back to conversations due to data silos.

Generative Knowledge Assist
This first-of-a-kind feature ensures that agents proactively receive the exact answers and information they need throughout each customer conversation, without ever having to search for it. Cresta’s generative AI models go beyond keywords to truly understand what customers are trying to accomplish, intelligently matching each scenario with underlying sources of information that are used to generate the ideal agent response in real-time. By proactively presenting answers in addition to articles, Generative Knowledge Assist empowers agents to solve customer issues and convert sales opportunities faster and more effectively.

SOURCE: PRNewswire