Accenture has announced a strategic investment in Cresta, allowing Accenture to integrate Cresta’s advanced AI capabilities into its AI Refinery, a platform designed to help organizations create tailored AI models to address their specific needs.
By combining Cresta’s expertise in natural language processing and machine learning with the AI Refinery️, Accenture aims to deliver tools that boost productivity, facilitate workflows, and create highly personalized customer interactions. This move will help businesses automate routine processes, offer real-time guidance to agents, and improve overall customer engagement.
“The combination of Accenture’s AI Refinery platform and Cresta’s AI solutions will allow us to offer our clients enhanced tools that drive productivity by automating routine tasks, offering real-time guidance to agents, and generating tailored customer interactions,” said Lan Guan, chief AI officer at Accenture.
According to Accenture’s research, businesses leveraging generative AI in customer experience initiatives could see a 25% revenue increase over five years compared to those focused solely on productivity. Cresta’s solutions are helping organizations achieve these outcomes by reducing handle times, increasing customer satisfaction, and providing actionable insights for customer service teams.
The platform integrates with both on-premise and cloud-based systems, enabling businesses across retail, healthcare, and telecommunications sectors to transform their contact centre operations.
“Cresta and Accenture have a shared vision for the future of AI-powered customer interactions. This investment enables us to tap into Accenture’s deep industry expertise and global reach, accelerating our growth and innovation while empowering more businesses to enhance efficiency, boost customer satisfaction, and create a sustainable competitive advantage through the power of AI,” said Ping Wu, CEO, Cresta.
As part of Accenture Ventures’ Project Spotlight, Cresta will benefit from access to Accenture’s global network, enabling it to scale its solutions and expand its reach.