Cresta, a leading unified customer experience AI platform, has announced the launch of Knowledge Agent. This new agentic assistant is designed to act as a "second brain" for contact center agents, proactively surfacing precise answers and cited sources during live conversations without requiring manual searches or prompts. By leveraging ambient listening and real-time browser context, Knowledge Agent addresses the "toggle-tax"—the productivity loss caused by agents switching between multiple tabs and tools to find information.
Proactive Intelligence: Uses ambient listening to identify conversation intent and provide answers automatically, allowing agents to stay focused on the customer.
On-Screen Context: Features "Context Fields" that read data directly from the agent's screen (e.g., loyalty tier, account status, order history) to tailor responses to the specific customer.
Persistent Sidebar: A browser-based interface that stays with the agent across different tabs, from CRM systems to billing tools.
Operational Impact: Designed to increase first-call resolution (FCR), reduce hold times, and accelerate new agent ramp-up by eliminating guesswork.
Reduced Transfers: Empowers generalist agents to handle complex issues that previously required escalation to specialists.
Enterprise-Ready: Part of Cresta's broader ecosystem, trusted by global brands like United Airlines, Cox Communications, and NRG.
Modern contact center agents are often forced to juggle fragmented data across dozens of tools. Cresta Knowledge Agent solves this by connecting what is being said (audio) with what is being seen (browser context). This dual-input approach ensures that when an agent is discussing a refund, the AI already knows the customer's specific subscription plan and booking class, providing a policy-accurate answer instantly.
"Knowledge Agent is a second brain for contact center agents. It hears what they hear and sees what they see, handling all of the searching for them and giving them the answers they need, right when they need them," said Ping Wu, CEO of Cresta.
Knowledge Agent is the latest addition to Cresta's vision of a hybrid workforce where AI augmentation and automation reinforce one another. Unlike standalone search tools, it is integrated into the same platform that powers Cresta's AI Agents (for autonomous resolution) and Conversation Intelligence (for quality management and coaching). This allows for seamless hand-offs and a unified view of the customer journey, ensuring that human agents are just as informed and efficient as their AI counterparts.
About Cresta
Cresta unlocks the true potential of the contact center, turning every customer conversation into a competitive advantage. The platform transforms contact centers with AI agents, AI-augmented human agent assistance, and comprehensive insights, coaching, and quality management.
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