tools
Cresta Knowledge Agent
Cresta Knowledge Agent gives contact-center agents real-time, cited answers based on live conversations and browser context.
Cresta Knowledge Agent listens to live customer conversations, reads relevant information from the agent’s browser, and surfaces answers, sources, and guided workflows in a persistent sidebar. It can use details such as account status, order history, loyalty tier, or booking class to tailor guidance.
It is designed for enterprise contact centers, including customer care, sales, and support teams. Cresta sells directly to enterprises with custom pricing based on deployment scope; no public self-serve pricing or free tier was found.
Features
- Surfaces cited answers proactively without requiring agents to type questions
- Listens to live conversation audio and detects customer intent
- Reads structured context from the agent’s active browser screen
- Keeps a persistent sidebar available across browser tabs
- Provides step-by-step guidance for approved workflows
- Syncs knowledge from multiple systems into a central source
- Integrates with telephony, chat, CRM, and knowledge systems
- Includes PII redaction and guardrails for enterprise deployments
Use cases
- Resolve customer questions during live calls without manual searching
- Guide agents through refund, account, booking, or policy procedures
- Use CRM details to tailor answers to individual customer situations
- Reduce transfers and holds during complex support conversations
- Help generalist agents handle a wider range of issues
- Standardize approved playbooks across contact-center teams