These advances empower human agents to speak with and understand customers in four different languages, and enable Cresta’s AI Agents to serve customers in more than thirty.
Cresta, the customer experience AI platform for human and AI agents, has launched Real-Time Translation and multilingual AI capabilities, allowing businesses to serve any customer, anywhere.
These advances empower human agents to speak with and understand customers in four different languages, and enable Cresta’s AI Agents to serve customers in more than thirty. The expansion powers global growth with cross-language analytics, unlocking hidden customer insights across languages in one place.
“Cresta is revolutionising every aspect of agent work with AI, so agents can focus on higher-value customer experiences,” said Ping Wu, CEO of Cresta. “This new era of Agent Assist will give agents superpowers they’ve never had before.”
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“We’ve already improved their hearing with real-time streaming transcription, their typing with auto-summarisation and auto-compose, and their knowledge with Knowledge Assist. And now we’re removing the language barrier with Real-Time Translation, all in one application.”
Historically, when non-English-speaking customers have reached out to English-language contact centres for support, they have needed to wait for an agent who speaks their language to become available, increasing hold times and customer frustration.
For customers speaking less common languages, the business might not have anyone capable of serving them at all, breaking down the service cycle completely.
The launch of Cresta’s internationalisation support and multilingual AI capabilities supercharges the businesses’ global expansion and customer service processes, breaking down language barriers, reducing costs, and unlocking new insights.
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New capabilities include:
- Real‑time voice translation:
Cresta Real-Time Translation detects language and translates speech instantly so agents and customers can communicate naturally across languages.
With Real-Time Translation embedded directly within Cresta’s Agent Assist solution, agents can activate translation alongside the other AI-powered workflows they use every day, with no need to juggle multiple applications.
Cresta Real-Time Translation allows agents to speak and understand customers in Spanish, French, Portuguese, and German, and will expand to many more languages over time.
- Multilingual AI Agents:
Cresta’s AI Agents can now deliver human-like conversations across 30+ languages. AI can instantly detect what language a customer is using and communicate in that language, enabling customers to ask questions and get rapid support in the language they are most comfortable with.
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- Multilingual AI Analyst capabilities:
Cresta AI Analyst uncovers pivotal insights hidden in conversations in minutes, not months. Insights from conversations held in other languages used to be trapped, requiring individual translation to analyse.
With Cresta, teams can pull insights by asking AI Analyst questions and receive answers with explanations and evidence across customer conversations in 30+ languages.
These new capabilities ensure businesses can serve the world without the cost and delays of staffing every language.
With multilingual AI, enterprises can grow, protect their brands, and deliver standout experiences at lower cost and at enterprise scale. In many regulated industries, native language support isn’t just best practice, it’s a compliance requirement. Cresta enables businesses to ensure service for customers around the world.
Wu added, “Since the earliest days of business, language barriers have been a critical blocker for expansion and customer support. By removing that barrier, we’re unlocking new markets and true global service for businesses everywhere.”
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