What it is
Cresta is a real-time agent-assist and conversation-intelligence platform for live contact-centre conversations.
What you'd use it for
You would use Cresta to help human agents while they are on a call or chat: it listens live and surfaces prompts, coaching, and answers. It also offers conversation analytics, automated QA, and autonomous voice agents.
Examples of use
An agent is mid-call and unsure how to answer. Cresta listens live and surfaces a suggested answer on their screen, so they can keep the conversation moving.
An agent is handling a live chat that is heading off track. Cresta coaches them in real time, prompting a change of course before the conversation stalls.
A call ends and the agent would normally write it up. Cresta produces the after-call summary so the agent can move straight to the next contact.
A QA team wants a full picture of quality. Cresta scores every conversation rather than a small sample.
A team lead wants to know what their best agents do differently. Cresta's conversation intelligence shows which behaviours lead to better outcomes.
A new hire is taking calls without a supervisor beside them. Cresta gives them live prompts and the right knowledge as each topic comes up, so they ramp on their own.
How it works
Cresta uses several task-tuned AI models, fine-tuned on contact-centre conversations, for speech recognition, intent detection, response generation, and scoring, coordinated by a routing layer.
How it compares
Cresta and Balto are the two main standalone agent-assist tools. Cresta is the heavier, enterprise option, with conversation intelligence and QA alongside the live assist; Balto concentrates on real-time prompts.
What others say
Named a Leader in The Forrester Wave for Conversation Intelligence Solutions for Contact Centers (Q2 2025), with the highest score in the current-offering category.