Cresta Conversation Intelligence | Insights for Better CX
Discover and act on the true drivers of great CX
Understand the voice of the customer and the behaviors that shape results across every interaction, whether led by a human or AI Agent. Cresta Conversation Intelligence bridges analysis and execution with natural language insights, AI-driven quality management, and outcome-driven coaching.
Insights
Predictive CSAT for Inquiry Calls
- 86%
- +48 pts
Outcome Insights on Offer courtesy car:
- Agents who offer a courtesy car show higher CSAT than those who don’t in similar conversations.
| Agents who | CSAT |
|---|---|
| offered courtesy car | -435.4 |
| did not offer courtesy car | -273.4 |
Move the needle on agent performance with AI quality, coaching & training
Evaluate the moments that matter
Detect and auto-score situational agent behaviors and outcomes across 100% of conversations. Bespoke, human-trained models give you the clearest possible picture of agent performance and quality.
Turn quality data into coaching action
Use quality and outcome data from every conversation to build personalized coaching plans for every agent, with real-world examples to use as teachable moments, and closed-loop performance tracking to see whether coaching is working.
Train agents on AI simulations of real calls
Assign targeted practice sessions with simulations built from real customer conversations to give every agent reps on the specific behaviors they struggle with on live calls, and get new agents ready for the floor.
Customer stories
Results our customers can measure
Teams across airlines, healthcare, and financial services use Cresta to turn what happens in conversations into measurable outcomes.
Track and improve CSAT in healthcare interactions
- 100%
- Calls scored for predictive CSAT
“We’re just starting to fully understand the level of insight that we’re gaining through these incredible tools in terms of deeper understanding of the customer.”
Gary Edelstein President and Chief Operating Officer
Turn every guest conversation into real-time insight
“Almost instantaneously we saw that something was changing and we were able to—that same day—get it resolved. Prior to Cresta, it would have taken us weeks to even identify there was an issue.”
Todd Traynor-Corey VP Guest Products & Experience
The Cresta platform
One platform, compounding value.
Analyze 100% of conversations across human and AI Agents to surface what customers are saying and measure it over time—so teams can prioritize the right actions to improve CSAT, AHT, revenue, and resolution.