Cresta AI has unveiled a major upgrade to its customer support platform, bringing AI-augmented tools to email channels. This move promises higher efficiency and deeper insight for businesses striving to deliver exceptional customer experiences.
Cresta AI Expands Agent Assist and Conversation Intelligence to Email
Cresta AI is known for enhancing contact centers with human and artificial intelligence integration. Now, the company is expanding its powerful Agent Assist and Conversation Intelligence solutions to include email-based support. With email making up nearly 17% of support volume, this extension delivers much-needed improvements to a crucial channel. Businesses can now access real-time suggestions and a full picture of every email exchange, just as they do with chat and voice.
Boosting Email Support Performance With AI-Powered Tools
This latest release enables support agents to:
- Reply faster and smarter with AI-surfaced knowledge and auto-drafted responses based on context and proven results.
- Maintain high quality and consistency thanks to automated email scoring and actionable coaching tips provided for managers.
- Gain deep insights into customer sentiment through intelligent tagging and summarization of every conversation.
Such capabilities allow managers to elevate teams without increasing headcount and ensure that every response remains on-brand and on-policy.
Unified Customer Insights Across Voice, Chat, and Email Channels
With Cresta AI’s solution, companies can now access comprehensive customer insights across all major communication channels. By unifying data from email, chat, and voice, organizations achieve a single, insightful view of the voice of the customer. This not only improves coaching and quality management but also boosts competitive advantage by uncovering actionable trends and customer needs with ease.
In summary, Cresta AI’s launch of email support tools marks a significant leap in customer experience technology. By bringing advanced AI features to every major channel, Cresta enables organizations to deliver quicker, smarter, and more consistent support—turning every interaction into an opportunity for improvement and growth.
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