MetriNote – Cresta Announces CX Analytics Product

Author: Robin Gareiss, CEO and Principal Analyst, Metrigy

What's the news?

January 23, 2024 – Cresta has introduced AI Analyst, a natural language interface that provides near-real-time insights from contact center conversations so CX and operations leaders can quickly identify and act on trends. Companies typically look for insights and recommendations manually; sometimes retrieving this information can take weeks or months and require a team of people to run the analysis. AI Analyst can do the same in minutes. Cresta cites three key differentiators: 1) It analyzes conversations one by one so the overall results are more statistically accurate; 2) It provides evidence and reasoning for the findings, increasing the trustworthiness of the answers; 3) It delivers information to help companies actually act on the analysis. AI Analyst is generally available.