Cresta has launched AI Analyst, a natural-language interface designed to help organisations analyse customer conversations more efficiently. Part of Cresta’s contact centre AI platform, AI Analyst allows businesses to ask questions in everyday language and receive clear, structured answers supported by explanations and evidence.
Analysing conversational data has often been a slow, resource-heavy process. Many analytics tools provide only basic insights, requiring organisations to spend significant time manually reviewing data. Other natural-language tools frequently generate vague, unsourced results, making it difficult to rely on their outputs.
AI Analyst addresses these issues by providing fast, structured insights into customer behaviour, agent performance, and operational trends. Answers are available in minutes, helping businesses make decisions quickly without weeks of manual data processing or reliance on external analysts.
Alongside the launch of AI Analyst, Cresta has updated its Cresta Insights suite with several new features. These include AI-inferred outcomes for case resolution and customer experience, which reduce the need for customer surveys and manual notes. The enhanced Topic Discovery tool offers a detailed view of conversation topics, agent responses, and associated outcomes like sales or resolution, helping businesses identify areas for improvement more effectively.
Behaviour Discovery has also been improved to allow organisations to detect previously overlooked patterns in agent behaviour during customer interactions. Additionally, a new Dashboard Builder enables users to create and share custom reports, streamlining data tracking and communication.
Ping Wu, CEO of Cresta, said: “With AI Analyst and Insights, businesses can find out what’s really happening in their conversations, just by asking questions. From strategic priorities, to operational fixes, to agent best practices, we’re surfacing reality in real-time. And, by getting rid of the friction and letting anyone ask questions and find what they need, every part of the organisation benefits—not just the contact centre.”