Cresta Brings AI-Powered Support to Email, Boosting Performance Across Channels
Cresta, a leader in AI for contact centers, has extended its Agent Assist and Conversation Intelligence tools to include email support. This update enhances the quality and efficiency of email customer service and offers businesses a unified view of customer interactions across voice, chat, and email.
With this expansion, Cresta applies the same AI-driven support it developed for voice and chat to the email channel, which represents nearly 17% of customer support volume. This means agents get AI-powered suggestions, quick access to relevant knowledge, and automatic compliance checks directly within their email workflows.
Managers also benefit by gaining real-time insights from every email conversation. This allows coaching efforts to focus where they matter most, improving overall team performance without needing to increase staff.
What Cresta’s AI Means for Email Support Teams
- Faster, smarter replies: AI surfaces relevant knowledge and drafts email replies based on conversation context and past success, enabling agents to respond quickly with messages that stay on-brand and follow company policies.
- Consistent quality without extra headcount: Automated quality scoring highlights coaching opportunities and areas for improvement, allowing managers to optimize team performance efficiently.
- Clear insights into customer needs: By analyzing 100% of email conversations, Cresta uncovers customer sentiment and agent performance trends, helping teams understand what’s happening and why.
Ping Wu, Cresta’s CEO, summed it up: “Businesses can now unlock superhuman performance from their agents and understand their customers no matter where conversations happen.”
About Cresta
Cresta enhances contact centers by combining AI with human expertise to improve customer experiences and drive efficiency. Their platform supports AI agents, augments human agents, and delivers deep insights for coaching and quality management. Companies like Alaska Airlines, Cox Communications, and CarMax rely on Cresta to deliver high-quality support daily.
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