Cresta Launches Omnichannel AI Agent

With Cresta AI Agent, enterprises can deliver consistent, human-like experiences across channels without forcing customers to repeat themselves. 

Cresta, a contact centre AI platform for human and AI agents, has 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 solution delivers an 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.

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 optimise each channel based on its unique characteristics and requirements but also to deliver consistent branding and personalised 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.

“As enterprises face growing pressure to improve CX, 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 personalisation their customers expect.”