August 13, 2025
5 min read
Cresta
Cresta Launches AI-Augmented Customer Experience for Email
Agent Assist for email empowers teams to deliver faster, higher-quality support; comprehensive email support in Conversation Intelligence unlocks voice of the customer visibility in 100% of email exchanges. SUNNYVALE, Calif., Aug. 12, 2025 /PRNewswire/ – Cresta, the leading contact center AI platform for human and AI agents, announced its expansion of its Agent Assist and Conversation Intelligence solutions to email-based customer support today. This enhancement improves support quality and efficiency while providing a unified view of the voice of the customer across the enterprise. With this release, Cresta brings the breakthrough human agent augmentation it pioneered for voice and chat to email, enabling management to work more efficiently, coach for impact, and uncover pivotal customer insights."Expanding Cresta's platform to email transforms support quality and efficiency, while giving businesses unprecedented insights into 100% of email conversations, just like we have for voice and chat," said Ping Wu, CEO of Cresta. "Now, businesses can unlock superhuman performance from their agents, and understand what their customers are saying–no matter where they say it."
Key Features and Benefits
- AI-Powered Agent Assist for Email: Cresta's industry-leading AI-powered Agent Assist solution now supports the email channel, which accounts for nearly 17% of customer support volume. It augments email support employees' performance with AI-powered knowledge surfacing, suggested top-performing replies, and policy compliance verification.
- Comprehensive Conversation Intelligence: By adding insights from 100% of customer support email exchanges to Cresta's Conversation Intelligence suite, businesses gain a unified view of coaching, quality management, and voice-of-the-customer insights across all major channels including email, voice, and chat.
- Faster, Smarter Replies: Cresta surfaces relevant knowledge and automatically drafts full email replies based on conversation context and historical performance data. Agents can provide top-performing replies in seconds while staying on-brand and on-policy.
- Improved Quality & Consistency: Automated quality scoring on every email surfaces real, prescriptive coaching recommendations and quality gaps, allowing managers to focus their efforts where it matters most.
- Deeper Customer Insights: Businesses can uncover voice-of-the-customer and agent performance insights hidden in every conversation, with intelligent understanding, tagging, and summarization of 100% of email conversations.
- The Future of AI in Customer Service
- Leveraging AI for Enhanced Market Analysis
- Understanding Customer Intelligence in a Digital Age
"Our vision is to empower businesses to turn every customer conversation into a competitive advantage. With Cresta, they can revolutionize their customer care performance across all major support channels: voice, chat, and now email," added Wu.
About Cresta
Cresta unlocks the true potential of the contact center, turning every customer conversation into a competitive advantage. Combining the best of AI and human intelligence, Cresta improves the customer experience and powers revenue and efficiency gains across every channel. The platform transforms contact centers with AI agents, AI-augmented human agent assistance, and comprehensive insights, coaching, and quality management. Companies like Alaska Airlines, Cox Communications, and CarMax use Cresta to power world-class customer experiences every day. Learn more at Cresta.com.Frequently Asked Questions (FAQ)
What is Cresta's Agent Assist for email?
Cresta's Agent Assist for email is an AI-powered solution that enhances email customer support by providing agents with real-time suggestions for replies, knowledge surfacing, and policy compliance verification.How does Cresta's Conversation Intelligence benefit email support?
By integrating insights from 100% of customer support email exchanges, Cresta's Conversation Intelligence offers businesses a unified view of customer interactions across email, voice, and chat, enabling better coaching and understanding of the voice of the customer.What kind of insights can businesses gain from Cresta's email support solutions?
Businesses can uncover deeper customer insights by understanding, tagging, and summarizing all email conversations. This includes identifying voice-of-the-customer trends and analyzing agent performance.How does Cresta help in improving the speed and quality of email support?
Cresta helps by surfacing relevant knowledge and automatically drafting email replies based on conversation context and historical performance data. This allows agents to respond faster, with higher quality, and maintain brand consistency.Can Cresta's solutions ensure policy compliance in email support?
Yes, Cresta's AI-powered Agent Assist for email includes policy compliance verification, ensuring that agent responses adhere to company policies.Crypto Market AI's Take
Cresta's expansion into email customer support highlights a broader trend in leveraging AI for enhanced customer interactions across all channels. This mirrors the advancements seen in the AI and cryptocurrency markets, where AI agents are increasingly being developed to streamline complex processes and provide intelligent insights. For instance, our platform focuses on developing sophisticated AI agents that can analyze market trends, execute trades, and provide personalized financial advice, much like Cresta aims to elevate customer service by providing agents with AI-powered assistance. This cross-industry application of AI demonstrates its transformative potential in improving efficiency and unlocking new levels of performance.More to Read:
Source: Cresta Launches AI-Augmented Customer Experience for Email - PR Newswire, August 12, 2025