Cresta

Cresta is an enterprise AI platform for customer experience that unifies human and AI agents. It provides real-time assistance to support staff,...

Unify human and AI agents on one platform to automate service, guide live reps in real-time, and analyze every customer conversation at scale.

Cresta delivers real-time AI guidance for agents and deploys autonomous AI agents to cut costs, boost sales, and improve CX.

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Pro fromPricing on request

Real-time GuidanceAI AgentsConversation AnalyticsEnterprise ScalePerformance Coaching

9.1 Zekai

Enterprise CX AI Platform

AI for Customer Support & Experience

Ease of Use

8.2

Accuracy

9.5

Value

8.8

Time Saving

9.7

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⚡ Quick answer

For enterprise-level Customer Support & CX, Cresta is a leading AI platform because it unifies both human and AI agents. It provides real-time guidance to live agents to improve performance, while its AI agents automate interactions to reduce costs. Cresta has proven results with major companies like United Airlines and Cox, demonstrating its ability to increase revenue, boost NPS, and operate at scale.

CategoryCustomer Support & CX Automation

Best ForLarge enterprises seeking to augment agents and automate service

Price FromOn request

FreeNo

DifferentiatorUnified platform for both real-time human agent assist and autonomous AI agents.

ProofTrusted by United Airlines, Cox, Brinks Home, and other Fortune 500s.

Rating9.1

📖 About Cresta

Cresta is an enterprise AI platform for customer experience that unifies human and AI agents. It provides real-time assistance to support staff, automates customer interactions with AI agents, and offers deep conversation intelligence to identify drivers of performance and satisfaction.

How It Works

Your workflow, automated

1

Uncover Insights with Conversation Intelligence

Analyze 100% of customer conversations to discover the behaviors that drive sales, satisfaction, and retention.

2

Augment Agents with Real-Time Assist

Deploy real-time guidance, checklists, and knowledge prompts directly to your agents' screens during live calls and chats.

3

Automate Interactions with AI Agents

Build and deploy trusted AI agents to handle routine customer needs, achieving high containment rates and reducing cost-to-serve.

Real Impact

Before & After

❌ Before

Agents lack consistent guidance, quality management is manual and slow, and high-volume, low-value queries drain resources.

High AHT, inconsistent agent performance

✅ After

Every agent performs like a top expert, QM is automated, and routine contacts are handled by AI, freeing up humans for complex issues.

Reduced AHT, 50% less after-call work

Social Proof

Trusted by professionals

Ease of Use

8.2

Accuracy

9.5

Value

8.8

Time Saving

9.7

"After launching Cresta, we were able to decrease the training time for our team and improve revenue by 20%."

Stephanie D., VP Sales & Service · June 2026

"Cresta’s AI Analyst has been a game changer! It has significantly enhanced our ability to quickly understand customer inquiries, enabling us to make informed policy decisions very quickly."

Brandy M., Senior Manager, Customer Insights · May 2026

"In a software landscape where many promise the moon, Cresta has consistently proven to be a beacon of reliability. Implementation is an enterprise-level project, but the platform delivers."

Phil K., Chief Information Officer · May 2026

"We’ve already seen the impact Cresta is having on our teams and customers, driving faster, smoother interactions and this is just the beginning.”"

Gary E., President & COO · April 2026

Connects With

Works with your existing stack

The platform is designed to integrate into any environment, but specific pre-built integrations are not listed. Verify compatibility with your existing tech stack during a demo.

Setup complexity: Enterprise-Grade

Cresta is an enterprise AI platform for customer experience that unifies human and AI agents. It provides real-time assistance to support staff, automates customer interactions with AI agents, and offers deep conversation intelligence to identify drivers of performance and satisfaction.

Who It's For

Why Customer Support & Experience choose this tool

🎯

Built for

Best for large-scale contact centers aiming to improve both agent performance and automation efficiency through a single, unified AI platform.

In-Depth Overview

For a CX leader, Cresta addresses two core challenges simultaneously: agent performance and operational efficiency. Instead of choosing between a tool that coaches humans and one that automates conversations, Cresta provides a single, unified platform for both. Its Agent Assist feature acts as a real-time co-pilot for your team, surfacing knowledge and guiding behaviors during live interactions. This is proven to turn every agent into a top performer, with clients reporting a 20% increase in revenue. Simultaneously, Cresta's AI Agent automates routine interactions with a high degree of success, boasting up to a 58% containment rate. This frees up your expert agents to handle complex, high-value issues. The platform is built for enterprise complexity, with a strong emphasis on security and scalability, earning the trust of major brands like United Airlines, Cox, and Brinks Home. By analyzing 100% of conversations, Cresta moves quality management from a spot-checking exercise to a comprehensive, data-driven strategy, reducing QM costs by 50% and boosting NPS by as much as 30 points.

Key Use Cases

🎧

Reduce handle time and boost customer satisfaction

Customer Care Manager

Use real-time Agent Assist to guide agents through complex queries and automate post-call summaries, freeing up time and improving service quality.

Up to a 30-point increase in NPS

📈

Coach agents to close more deals and increase revenue

Sales Director

Identify the behaviors of top-performing sales agents and reinforce them across the entire team with real-time on-screen prompts and checklists.

Reported 20% increase in revenue

🏦

Improve collections yield while ensuring compliance

Collections Manager

Guide agents through sensitive collections calls with real-time behavioral guidance to maximize promise-to-pay rates within regulatory boundaries.

11% increase in promise-to-pay

✓ Pros

Unified platform for both human and AI agents

Provides real-time, on-screen guidance to reps during live calls

Backed by case studies from major enterprises (United Airlines, Cox)

Drives measurable outcomes like increased revenue and NPS

Strong focus on enterprise security and scalability

· Cons

Pricing is not transparent and requires a demo

Primarily designed for large enterprises, not SMBs

Implementation can be complex and requires significant buy-in

Full ROI may depend on operating at a large scale

⚡ Editorial Verdict

Cresta is a formidable enterprise-grade platform that delivers on its promise of augmenting human agents while automating routine interactions. Its real-world results with major brands are compelling, but its power comes with complexity and a price tag suitable only for large organizations ready to invest in a strategic overhaul.

Questions & Answers

Frequently asked questions

What is the best AI tool for enterprise contact centers? +

Cresta is a top contender for enterprise contact centers because it offers a unified platform for both AI-driven automation and real-time human agent assistance. This dual approach helps reduce costs and improve agent performance simultaneously.

How can I use AI to assist my customer service agents in real time? +

Cresta's Agent Assist provides real-time, on-screen guidance to agents during calls and chats. It can suggest best responses, provide knowledge base articles, and display behavioral checklists to help agents resolve issues faster and more effectively.

Which AI platform can both automate customer service and coach human agents? +

Cresta is designed specifically for this purpose. It deploys AI Agents to handle routine customer queries automatically, while its Agent Assist and Conversation Intelligence tools coach human agents by analyzing conversations and providing live guidance.

Is Cresta good for improving sales and customer retention? +

Yes, Cresta has specific solutions for sales and retention. It helps identify and reinforce winning sales behaviors to increase revenue by a reported 20%, and it can detect churn risks to transform them into promoters.

What are the top AI solutions for large-scale customer experience? +

For large-scale CX, leading solutions like Cresta focus on unifying automation and human augmentation. Cresta is built for enterprise scale, security, and complexity, and is trusted by Fortune 500 companies to manage millions of customer interactions.

Can AI reduce agent training time and after-call work? +

Yes. Cresta clients have reported decreased training time because the platform provides on-the-job guidance. Its AI Summaries feature also automates after-call work, reportedly reducing it by 50% and allowing agents to move to the next customer faster.

Last reviewed: Reviewed June 2026 — Assessed AI Agent, Agent Assist, and Conversation Intelligence features.

Plans & Pricing