tools
Cresta Agent Assist
Real-time AI guidance for contact-center agents, including knowledge answers, coaching, workflows, summaries, and reply suggestions.
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
- Faster, more complete answers
We’re rolling out the Pre-Compute Answer Engine to all customers.
- Post-call feedback on Knowledge Agent answers
Users can now rate Knowledge Agent questions and answers from Closed Conversations after a call ends.
- Fewer noisy hints: tell Knowledge Assist what your agents already know
Knowledge Agent stops generating hints for those tasks without changes to your knowledge base.
- Handoff summary support for cold transfers
A handoff summary is automatically generated for cold transfers and is available in Closed Conversation view in Director after the call ends.
- Create test cases directly from AI Feedback
AI Feedback includes examples of feedback; users can create a test case and evaluator from a feedback item.
Capabilities
- Writes and edits — “And it generates complete, context-aware reply suggestions for chat and email.” source
- Summaries — “Cresta Agentic 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 Agentic Assist delivers context-aware guidance, knowledge, and automation throughout every conversation.” source
- Not: AI agents — “The agent stays in control. Agentic Assist recommends, the human decides.” source
- Connects your apps — “integrating with telephony, chat, CRM, and knowledge systems” 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
- 2026-10-24