Cresta, the leading customer-experience AI platform for human and AI agents, announced four major innovations at its inaugural annual customer conference, Cresta Wave, that chart the next chapter in contact-centre transformation.
At the event held before an audience of customer-experience executives and technology leaders from Fortune 500 companies Cresta’s CEO Ping Wu shared the company’s vision for AI-empowered unified customer service. “AI will create a superhuman customer experience workforce,” said Wu. “Today at Cresta Wave, we revealed four solutions that will unleash the full potential of every agent, both human and AI. Now enterprises can serve any customer, anywhere, with unprecedented control, visibility, and operational confidence, providing a world-class experience every time.”
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Key innovations
The new capabilities introduced by Cresta include:
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Break the Language Barrier: Real-Time Translation & Multilingual AI
Cresta’s Real-Time Translation and multilingual AI capabilities enable businesses to communicate with customers in their native languages. The Real-Time Translation feature allows human agents to speak and understand customers in four different languages with expansion to dozens more in coming months. At the same time, Cresta’s AI Agents now support 30+ languages across voice and chat, effectively removing language-based friction in support. And the multilingual AI Analyst provides insights drawn from conversations in more than 30 languages.
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Empower a Hybrid Workforce: Agent Operations Center
With the new Agent Operations Center, organisations gain a unified command hub to oversee every live conversation whether led by human agents or AI from one central place. This empowers supervisors with real-time visibility, live guidance, and instant intervention tools so that service remains accurate, compliant, and consistently aligned with brand voice. The Agent Operations Center introduces a new role AI Supervisor who can whisper or jump into AI agent conversations when needed, strengthening the synergy between human and AI agents in a cohesive workforce.
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Know What to Automate Next: Automation Discovery
This capability removes the guesswork from digital-workforce planning. Automation Discovery analyses conversation volume, complexity and resolution to produce a readiness score and projected ROI. It maps conversation flows, highlights both successful paths and common deviations, and even generates workflow prompts to guide enterprises in automating with AI Agents. With Automation Discovery, companies can prioritise AI Agent deployments with confidence and accelerate time-to-value.
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Democratise AI Agent Design: Prompt Optimizer
Prompt Optimizer helps enterprises build and refine high-performing AI Agents more quickly and with greater confidence. This solution provides guided best-practice recommendations for formatting, coherence and content reducing experimentation and enabling both technical and non-technical users to improve AI Agent performance over time. Wu added, “Today’s launches are a major step forward toward a customer experience center where humans and AI work together as a hybrid workforce to elevate every conversation, all in one unified platform.”
