August 12, 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 the expansion of its Agent Assist and Conversation Intelligence solutions to email-based customer support. 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."The launch introduces Cresta's industry-leading AI-powered Agent Assist solution to the email channel, which accounts for nearly 17% of customer support volume. This advancement augments email support employees' performance with AI-powered knowledge surfacing, suggested top-performing replies, and policy compliance verification. By integrating insights from 100% of customer support email exchanges into 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.
Benefits of powering email support with Cresta:
- Send faster, smarter replies: Cresta surfaces 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.
- Improve quality & consistency without adding headcount: Automated quality scoring on every email surfaces real, prescriptive coaching recommendations and quality gaps—allowing managers to focus effort where it counts.
- Understand what's really happening—and why: Uncover voice-of-the-customer and agent performance insights hidden in every conversation, with intelligent understanding, tagging, and summarization of 100% of email conversations. Ping Wu added, "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."
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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.Source: Cresta Launches AI-Augmented Customer Experience for Email on August 12, 2025 onprnewswire.com
Frequently Asked Questions (FAQ)
Cresta's AI-Augmented Customer Experience for Email
Q: What is Cresta's new AI-augmented customer experience for email? A: Cresta has expanded its Agent Assist and Conversation Intelligence solutions to encompass email-based customer support. This enhancement aims to improve the speed and quality of email support interactions while providing deeper insights into customer conversations. Q: How does Cresta's Agent Assist feature improve email support? A: For email support, Cresta's Agent Assist provides AI-powered knowledge surfacing, suggests top-performing replies, and verifies policy compliance, helping agents respond faster and more accurately. Q: What is Cresta's Conversation Intelligence and how does it apply to email? A: Cresta's Conversation Intelligence suite integrates insights from 100% of customer support email exchanges. This allows businesses to gain a unified view of coaching opportunities, quality management, and voice-of-the-customer data across email, voice, and chat channels. Q: What are the key benefits of using Cresta for email customer support? A: The key benefits include sending faster and smarter replies, improving support quality and consistency without increasing headcount, and gaining a deeper understanding of customer interactions and agent performance. Q: How does Cresta help agents send faster, smarter replies via email? A: Cresta surfaces relevant knowledge and drafts full email replies based on conversation context and historical performance data, enabling agents to provide quick, on-brand, and on-policy responses. Q: How does Cresta help improve the quality and consistency of email support? A: Through automated quality scoring on every email, Cresta identifies quality gaps and provides prescriptive coaching recommendations, allowing managers to focus their efforts effectively. Q: How does Cresta help businesses understand customer conversations in emails? A: Cresta's intelligent understanding, tagging, and summarization capabilities unlock voice-of-the-customer and agent performance insights hidden within 100% of email conversations.Crypto Market AI's Take
The integration of AI-powered customer support solutions like Cresta's into email channels is a significant development that aligns with the broader trend of AI transforming business operations across various industries, including finance and technology. Just as AI is revolutionizing customer interactions in contact centers, it's also making significant inroads into the financial sector by powering sophisticated trading bots and providing advanced market analysis. Our platform, Crypto Market AI, leverages similar AI technologies to offer insights into the cryptocurrency market, helping users navigate its complexities with data-driven strategies. The focus on extracting actionable insights from every customer interaction, whether it's an email or a cryptocurrency market fluctuation, mirrors our commitment to providing comprehensive intelligence. Furthermore, the emphasis on efficiency and quality in customer service echoes the need for reliable and performant AI tools in the trading space. You can explore how AI is impacting financial services and trading strategies on our AI Agents page, which details applications of AI in market analysis and bot development.More to Read:
Source: Cresta Launches AI-Augmented Customer Experience for Email on August 12, 2025 on prnewswire.com