Cresta

“"It really helped us to become a much more data-driven organization. We actually have the data sets now. How many comments of that nature did we get? So it allowed us to be much more effective. We have information available to us immediately."”

“"AI Analyst is my new best friend and my early Christmas present. I'm having conversations with my conversations, and I'm able to deliver that information to my management team so that they can coach their agents, to my boss, my leadership team, so that we can make decisions.”

“"If I told my agents tomorrow that we weren't going to have Agent Assist anymore, I would have a complete mutiny on my hands."”

“"Cresta is able to listen to the call. Cresta is able to understand what the question is that's being asked. And now we have Agent Assist that gives them this information at their fingertips. The guest is now getting the best information the fastest way possible from our agents."”

“"Not only is our virtual chat agent containing 70% of our chats, but our agents are now feeling more valuable when they're getting the chat. They're having an interaction that they can actually make an impact on."”

““… It makes it really easy. I mean, it’s an awesome coaching tool.””

““I look at the data all different ways … I look at it at the site level, the agent level, the code level … I look at it all. But I definitely like this view because that means I can say, okay, this agent is 4%, or whatever. So what do we [need to] do to focus on this one agent?””

““Agents who have better overall hint engagement really have better [Gross Add] percentage. Gross Add is adding a line to your plan. Cresta is really helping out in terms of maximizing the sales from the conversations“”

“When we moved to Cresta, we were able to stop making assumptions, use real data to understand our customer needs, and then make decisions based off of that real data.”

“We saw a 50% reduction in the contacts for that contact type because customers were able to easily go see what they needed to do and make the decision on their own without speaking to an agent.”

“Some of the measurable impacts that we have seen since we have deployed Cresta are 15% improvement in handle time, which has led to 50% improvement in customer response time. This is all in addition to less typing, better grammar, and more consistent responses to our customers.”

“What Cresta has enabled us to do now that we couldn't do before is real-time analytics, real-time insights that we can action on quickly and see the result right away.”

“Cresta has been a game changer for our Insights-to-Action program for a few different reasons. Number one, that we're able to easily get to our customer insights and what their needs are. Number two, that we're able to better understand real-time events and what we need to do to help our customers through those real-time events. And number three, we're able to improve our product based off of the information that we're hearing from both our customers and our agents in the conversations that we're reviewing.”

“When I think about Cresta, I think about surpassing the ROI that I had expected,”

“I would say Cresta's impact in United Airlines has helped us see that conversational AI is real and we're seeing real results from it," Rachel said. "It's not just smoke and mirrors, it's not just one use case. We've actually seen real results that have had true business impact.”

““We’ve already seen the impact Cresta is having on our teams and customers, driving faster, smoother interactions and this is just the beginning.””

““Cresta brought a level of partnership and responsiveness we hadn’t seen elsewhere. It wasn’t just a software contract. It felt like a shared mission. They, like us, want to empower our customer service agents and put humans at the centre of AI power.””

““With one of our weaker agents, not only have we seen a drastic improvement in his QA scores, his ARR has increased significantly as well. Cresta continues to drive ARR, as we already are over 90% of our monthly goal.””

““Initially I was pretty opposed to Cresta, like I type fast enough as is. But after I started using it I realized it does make me faster and it gives me new ideas of how to respond to the customer””

““Agents had been struggling to hit their CSAT numbers. Since Cresta, we are regularly hitting our 85% goal.””

““Before, we could listen to 30 out of 5,000 calls/day – fewer than 1% of calls. Now, with Cresta, we quickly gain insights into a huge set of data to give us a really clear picture and allow us to make adjustments quickly.””

““We were able to quickly identify behaviors not being performed… and it helped our conversions shoot up.””

“We have been with Cresta for a year and in that year we’ve made such great progress that we’re anxious to keep rolling it out to more segments of our business and to continue to utilize the skills and the tools that they have that have helped make us better”

“When [agents] followed prompts from Agent Assist, not only were their compliance scores higher, but their handle time was lower than those that weren’t following as much as they should have.”

“We were able to move faster than the rest of the business because of what we had with Cresta.”