Turn customer conversations into better business decisions

Cresta Insights helps leaders discover what’s driving contacts and outcomes, track customer journeys over time, and take action across automation, agent augmentation, and strategic & operational decisions. All guided end-to-end by KPIs like CSAT, resolution, AHT, and conversion.

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Discover what matters and what to do about it

• Surface unknown unknowns: Automatically uncover emerging contact reasons, friction points, and behavioral patterns across 100% of conversations to catch what’s changing before it shows up in your KPIs.
• Go from “what happened” to “why”: Ask plain-English questions and get structured answers that explain what’s driving shifts in CSAT, AHT, resolution, and conversion, without weeks of manual analysis.
• Find the best opportunities to automate: Identify interactions and workflows best-suited for automation, based on real conversations and outcome impact, so you prioritize the right AI Agent use cases—and design them the right way.

Track leading indicators that drive your KPIs

• Spot the moments that make or break results: Detect situational behaviors and critical moments—like policy misquotes or retention-saving offers—and see how they correlate to outcomes so coaching and process changes stay targeted.
• Catch trends early, not after the fact: Monitor how themes and behaviors change over time and set up bespoke, logical alerting for anomalies, so you can respond quickly when conditions change.
• Turn dashboards into answers: Build custom role-based dashboards for leaders, ops, and CX—then let anyone dig deeper by asking questions to understand what’s driving trends and changes.

Act on insights to gain a competitive edge

• Automate the right conversations, the right way: Deploy AI Agents where they’ll deliver measurable lift—faster resolution, higher containment, better CSAT—and design & deploy them effectively, informed by an unmatched understanding of your real conversations.
• Improve agent performance in the moment: Augment agents in real time with guidance and workflow support tied to outcomes like sales, retention and CSAT, so best practices are consistent, scalable, and measurable.
• Remove friction across the customer journey: Spot where journeys break down and fix the upstream causes by refining self-serve flows, sending comms, or updating policies—then monitor the impact of your changes to validate improvement.
• Make strategic decisions with confidence: Use the true voice of the customer to make decisions that stick—policy, process, product—grounded in what’s happening now and what’s impacting outcomes.

Supporting the world’s most critical customer experiences

Turn insights into action and savings at scale

• 50% Reduction in call volumes from journey optimization
• $ Millions Savings from deflection associated with journey optimization

Track and improve CSAT in healthcare interactions

• “We’ve scored 100% of our calls. So, at an agent level, we understand performance, not just from their perspective but from the consumers’ perspective.” - Srikant Narasimhan, VP, Enterprise CX & Insights
• 100% Calls scored for predictive CSAT

Track & act on insights across human and AI Agents

• “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

Empower agent teams to work smarter

• “It’s looking at all of the behaviors that we care about, identifying the gaps, telling managers what to focus on and giving them a coaching plan that agents can monitor.” - Dan Greer, SVP, Servicing Operations
• 61% Increase in dollars per hour collected

Scale a high-touch guest experience with AI

• “It really helped us to become a much more data-driven organization. It allowed us to be much more effective when we have the information available to us immediately.” - Christopher Prelog, President

One platform, compounding value

Unify human and AI agents on a single platform with shared context, workflows, and governance. By capturing and connecting every interaction across the customer journey, Cresta eliminates silos and gives teams the context and visibility needed to deliver consistent execution, more personalized experiences, and continuous improvement over time.

Unlock the data in your conversations

See how Cresta Insights helps you discover, build, track and take action on pivotal insights from real interactions.

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