Contact center solutions vendor Cresta has added new AI capabilities that help contact center agents and leaders make data-driven decisions to drive better CX outcomes.
The capabilities concern Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera, all powered by the latest advancements in Large Language Models and Generative AI. Designed to "revolutionize" the way users engage with Cresta, the new features aim to improve 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. 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," said Ping Wu, CEO of Cresta.
When it comes to Cresta Outcome Insights, the new enhancements include greater personalization capabilities that enable contact center leaders to deliver outcomes with accuracy at individual and team levels. The tool identifies and quantifies the connection between behaviors and business outcomes, such as revenue, and provides an opportunity calculator that lets leaders know where to prioritize coaching efforts. In addition, the tool can predict outcomes in scenarios where outcome data isn't readily available or cannot be tied back to conversations.
Agents' right hand
Cresta Knowledge Assist is a solution that provides agents with the exact answers and information they need while a customer conversation takes place. What's more, the agent does not even need to search for specific info - Knowledge Assist is already giving answers. In order to keep the solution working properly, the agents provide feedback on the quality of generated responses and content.
Cresta's generative AI models go beyond keywords to understand what customers are trying to accomplish, intelligently matching each scenario with underlying sources of information.
Other notable capabilities of the solution include advanced out-of-the-box connectors to popular systems, such as Sharepoint and Salesforce that simplify and expedite integration and keep knowledge sources in sync.
Finally, Cresta Opera helps contact center leaders turn AI-driven insights into better agent performance by building customized LLM models for their business, with no need for AI or coding knowledge.
Users can build sophisticated rules to recognize different behaviors and conversational cues that trigger actions across the contact center, such as personalized coaching, automated QA and compliance, and others.
Enhanced configuration options give users the ability to fine-tune real-time agent coaching components, including guided workflows, checklists, and hints, for precise and contextually relevant guidance via Cresta's Agent Assist platform.
In this latest update, Cresta has elevated the self-service AI experience, providing Opera users with a more sophisticated and flexible interface for rule creation. In addition, enhanced metadata capabilities continuously push and pull data from third-party systems which can be used to influence rules.