Cresta, the leading customer experience AI platform, has introduced Automation Discovery, a breakthrough solution that transforms millions of real customer conversations into an actionable roadmap for AI Agent automation. By revealing which conversation types offer the highest ROI and how to automate them effectively, Automation Discovery eliminates guesswork and accelerates time-to-value for enterprise contact centers.
Despite rapid advances in AI Agents, enterprises struggle to determine which customer interactions to automate first and how to ensure those agents perform reliably from day one. Cresta Automation Discovery solves this by mining real conversation data across the contact center to deliver precise, evidence-based recommendations.
"One of the biggest hurdles in building enterprise-grade customer-facing AI agents is deciding which use cases to automate, how to do it, and how to keep those agents aligned as the business changes," said Cresta CEO Ping Wu. "Those answers are hidden in plain sight: in the daily human conversations across the contact center. Today, we're making those insights actionable, so businesses know precisely what to automate and how to build AI Agents that succeed from day one."
Conversation Flow Mapping Cresta automatically constructs visual maps of the ideal “happy path” while highlighting frequent deviations, phases, entry/exit conditions, and decision branches—providing complete clarity on flow complexity and automation feasibility.
Automation Readiness Score A single, objective score combines conversation volume, structural complexity, and resolution success rate to rank opportunities and recommend the highest-impact conversations for immediate automation.
AI Analyst-Powered Exploration Users can run natural-language queries and generate targeted reports on any conversation subset, enabling deeper understanding and confident decision-making.
Projected ROI and Workflow Generation Each recommendation includes expected business impact, while the platform generates starter workflow prompts ready for immediate AI Agent implementation.
"By opening up the black box of conversation data, we're making it easier than ever for businesses to get automation right the first time, so they can reap the full benefits of the hybrid workforce of the future," Wu added.
With Automation Discovery, contact center leaders can shift from trial-and-error testing to strategic, data-driven AI Agent deployment that delivers measurable improvements in customer experience and operational efficiency.
About Cresta
Cresta unlocks the true potential of the contact center, turning every customer conversation into a competitive advantage. Combining the best of AI and human intelligence, Cresta improves the customer experience and powers revenue and efficiency gains across every channel. The platform transforms contact centers with AI agents, AI-augmented human agent assistance, and comprehensive insights, coaching, and quality management. Companies like Alaska Airlines, Cox Communications, and Intuit use Cresta to power world-class customer experiences every day.
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