Expanded offering ensures continuity, personalization, and efficient service across both voice and chat, allowing customers to interact with brands via their preferred channels
Cresta, the leading contact center AI platform for human and AI agents, announced new capabilities for its AI Agent solution, which can automate even the most complex conversations with an experience that sounds and feels human. The enhanced solution now delivers a true omnichannel experience, adapting to customer needs and preserving context across voice and digital channels, so customers can resolve issues more efficiently as part of a connected customer journey.
Today’s consumers expect brands to recognize them and resolve their issues effortlessly – regardless of how or where they engage. According to a recent McKinsey global survey, customers of all ages increasingly expect to move uninterrupted between channels to meet different needs. As the rate of automation continues to grow and as AI Agents handle increasingly complex interactions, it’s become crucial to design holistic customer journeys across channels. Relying on siloed solutions, that are only optimized for voice or digital and aren’t designed for them to intelligently intersect, can lead to inefficient, inconsistent experiences, and challenges scaling AI solutions effectively.
Read More: SalesTechStar Interview with Chris Kelly, President of Go-To-Market (GTM) at Delinea
With Cresta AI Agent, enterprises can deliver consistent, human-like experiences across channels without forcing customers to repeat themselves. Cresta’s omnichannel AI Agent is designed not only to optimize each channel based on its unique characteristics and requirements but also to deliver consistent branding and personalized experiences across every channel. Unlike solutions that merely provide multiple disconnected channels, Cresta intelligently connects these channels, allowing customers to effortlessly switch or simultaneously engage across voice and digital. Crucially, context is preserved throughout each interaction, ensuring customers never need to repeat themselves and enabling smoother, more effective resolutions.
With these omnichannel enhancements, AI Agent can:
- Preserve context across channels: AI Agent can effortlessly transfer conversations between channels (e.g., chat to voice) or agents (e.g., AI to human) while maintaining context so customers don’t ever need to repeat themselves.
- Guide customers to the most effective channel: AI Agent uses interaction data and subsequent outcomes to intelligently steer customers toward the channel most likely to deliver faster, easier resolution based on what they’re trying to do.
- Adapt behavior by channel: AI Agent intelligently adjusts its tone, pacing, and guidance style based on whether the conversation is taking place over voice or chat.
- Provide cross-channel support: AI Agent can combine real-time conversation with cross-channel content delivery, such as explaining resolution steps to a customer over the phone while also sharing helpful resources – like a troubleshooting video – in chat.
- Deliver personalized experiences: By pulling in customer-specific interaction data, AI Agent delivers highly personalized experiences and can retain historical context across sessions.
“Working with Cresta has been a turning point for our customer service and sales strategy,” said Adam Christensen, Vice President of Resource Management at SNAP Finance. “We’ve seen a 5.5x improvement in containment, which has meaningfully reduced operational costs while improving our customer experience. What’s impressed us most is how quickly we were able to realize impact. Cresta helped us move fast, scale confidently, and drive measurable results that our team and customers can feel.”
“As enterprises face growing pressure to improve customer experience, delivering consistent services across channels is no longer optional,” said Ping Wu, CEO of Cresta. “Expanding Cresta AI Agent to deliver an omnichannel experience gives businesses a scalable, intelligent foundation to automate more for less, all while maintaining the quality, security, and personalization their customers expect.”
