Real-time AI Feedback

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Highlights

Today’s AI tool we’re reviewing is Cresta

• Cresta empowers sales and service agents with real-time AI assistance, improving productivity and driving critical business outcomes at enterprise scale.

Biggest Moves in GTM

• ex-HubSpot exec launches AI for customer success managers

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• Google adds AI to shopping tab in search

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How Cresta Uses AI

Cresta’s Agent Assist platform leverages AI to guide customer service agents in real-time, providing tailored behavioral coaching, answers, and workflow automation. Trained on a company’s unique conversations and processes, Cresta’s AI delivers instant, context-specific assistance, empowering sales to handle customer interactions like seasoned pros.

Problem it Addresses

Customer services agents often struggle with slow information retrieval, inconsistent knowledge, and high call transfer rates. These challenges lead to long average handle times (AHT), low first-contact resolution, and missed opportunities for customer satisfaction and revenue growth.

Solution

Cresta’s real-time AI addresses these challenges by providing instant guidance, knowledge, and automation throughout customer interactions. This enables agents to deliver faster, more accurate responses and handle multiple conversations simultaneously, significantly improving their efficiency. Additionally, Cresta automates time-consuming tasks like note-taking and data entry, freeing them to focus on high-value customer interactions.

Key capabilities include:

• Behavioral Coaching: Provides real-time hints, reminders, and strategies to guide agents toward successful outcomes.

• Generative Knowledge Assist: Delivers immediate, context-specific answers from unified knowledge sources, reducing search time.

• Generative Automation: Automates note-taking and interaction summaries to streamline workflows and boost agent productivity.

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Case Study

Oportun's Transformation with Cresta

Oportun, a mission-driven fintech, faced challenges in identifying coaching opportunities and efficiently managing quality assurance (QA) due to limited resources and outdated processes. With Cresta, Oportun transitioned from a reactive QA model to a proactive, agent-centric quality management (QM) approach. The results included improved efficiency, real-time insights, and a 50% reduction in QM workload, allowing agents to perform more confidently and autonomously.

Key results:

• 100% QA coverage: Cresta enabled Oportun to shift from sampling to full QA coverage, improving oversight of agent performance.

• Real-time coaching: Agents received immediate feedback and guidance, accelerating skill development and reducing attrition.

• Reduced workload: The adoption of AI-driven solutions cut the QA team's workload by 50%, enhancing overall efficiency.

Read Full Case Study

Competitors

• Observe.AI – Provides real-time call monitoring and agent coaching, leveraging AI to analyze conversations and offer performance feedback.

• Gong – Specializes in sales conversation intelligence, using AI to analyze and guide sales teams based on successful communication patterns.

• Balto – Real-time call guidance platform that offers live assistance for sales and support agents to improve on-the-call decision-making.

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