The future of the contact center is a hybrid workforce where human and AI agents collaborate seamlessly to deliver exceptional service. At its first annual Cresta Wave conference, Cresta unveiled four major innovations designed to bring this vision to life. These new capabilities aim to break down long-standing barriers like language, provide unprecedented operational control, and democratize the creation of AI agents, ultimately empowering enterprises to serve every customer with world-class precision.
Cresta launched four AI innovations at its Cresta Wave customer conference.
Real-Time Translation allows human agents to converse in four languages, with AI supporting 30+.
The Agent Operations Center is a command hub for supervising all live customer conversations.
Automation Discovery uses data to pinpoint the best conversations to automate for maximum ROI.
The Prompt Optimizer tool helps businesses of all technical levels build high-performing AI agents.
The updates create a unified platform for a hybrid human-AI customer experience workforce.
Cresta is directly tackling one of the most persistent challenges in customer service: language. Its new Real-Time Translation capability enables human agents to communicate with customers in four different languages, with plans to expand to dozens more. Furthermore, Cresta's AI Agents now operate in over 30 languages across voice and chat, ensuring customers can be served in their native language. The multilingual AI Analyst also uncovers insights from conversations held in any of these 30+ languages.
A key innovation is the Agent Operations Center, a unified command hub that gives supervisors real-time visibility into every live interaction, whether handled by a human or an AI agent. This center introduces the role of an AI Supervisor, who can monitor, provide live guidance, or instantly intervene in AI Agent conversations. This ensures service remains accurate, compliant, and on-brand, creating a symbiotic relationship between human oversight and AI execution.
To eliminate the guesswork from AI deployment, Cresta's Automation Discovery solution analyzes conversation volume, complexity, and resolution rates to generate a clear automation readiness score and projected ROI. It maps conversation flows and even generates workflow prompts to fast-track implementation. Complementing this, the Prompt Optimizer tool democratizes AI agent design by providing guided, best-practice recommendations, allowing non-technical users to build and refine high-performing AI agents with confidence.
Cresta's suite of new capabilities represents a significant leap toward a fully integrated, intelligent contact center. By providing the tools to overcome language limitations, orchestrate interactions in real-time, and make data-informed automation decisions, Cresta is equipping enterprises to elevate every customer conversation, unlocking new levels of efficiency, satisfaction, and competitive advantage.
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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