tools
Cresta Agent Assist
Real-time AI guidance for contact-center agents, including knowledge answers, coaching, workflows, summaries, and reply suggestions.
In inglese
Cresta Agent Assist supports human representatives during live voice, chat, and email interactions. It surfaces source-backed knowledge, behavioral guidance, workflow steps, suggested replies, live notes, and customizable conversation summaries.
It is designed for large customer operations in industries such as financial services, healthcare, insurance, travel, telecom, and home services. Cresta is sold directly to enterprises; public self-serve pricing and standard plans were not found.
Features
- Surfaces source-backed answers from live conversation and screen context
- Provides real-time behavioral guidance, prompts, checklists, and workflows
- Generates context-aware reply suggestions for chat and email
- Creates live and post-conversation AI summaries
- Automates note-taking and structured data capture
- Integrates with telephony, chat, CRM, and knowledge systems
- Supports human-agent handoffs with preserved conversation context
Use cases
- Guide agents through compliance-sensitive customer conversations
- Answer policy and product questions during live calls
- Suggest chat and email replies using conversation context
- Summarize interactions and sync notes to the CRM
- Support rebooking, refunds, and service recovery workflows
- Coach sales representatives on discovery and closing behaviors
Pros
Cons
Latest updates
- View answers for ignored knowledge hints
Admins and managers can now review the answers agents would have seen for knowledge hints they didn’t open.
- Multiple Instance Summarization
Generate summaries for multiple instances within a single conversation, capturing distinct cases or subjects discussed during one call.
Capabilities
- Writes and edits — “And it generates complete, context-aware reply suggestions for chat and email.” source
- Summaries — “Agent Assist automates both: live summaries update continuously during the conversation, and accurate, customizable summaries sync directly into your CRM within seconds after.” source
- Automations — “Cresta Agent Assist delivers context-aware guidance, knowledge, and automation throughout every conversation.” source
- Not: AI agents — “The agent stays in control. Agent Assist recommends, the human decides.” source
- Connects your apps — “Cresta unifies your tech stack by integrating with telephony, chat, CRM, and knowledge systems to transform your contact center with a single intelligent layer for data, insights, and AI workflows.” source
Get it
Security
- ISO 42001 — “Cresta is among the first ISO/IEC 42001 certified companies, the global standard for AI governance.” source
Pricing
- Prices checked
- 2026-09-25