UCaaS + CCaaS MetriRank 2026
September 30, 2026
MetriNote – Cresta Unveils Proactive, AI-Powered Knowledge Agent
Artificial Intelligence
Customer Experience
MetriNote
Complimentary Content
Agentic AI
AI Agent Assist / Copilots
Contact Center as a Service (CCaaS)
Summary
Author: Beth Schultz, VP of Research and Principal Analyst
What's the news?
On March 17, 2026, Cresta announced the release of Knowledge Agent, an AI-powered assistant designed to continuously support human agents as they interact with customers. Instead of relying on manual search queries, the tool autonomously monitors live audio conversations while simultaneously scanning the agent's active browser tabs to gather relevant customer details, such as recent purchases or membership levels. Merging the live dialogue with this contextual data, Knowledge Agent proactively generates tailored responses, including cited knowledge sources, for human agents to use during their customer engagements. Knowledge Agent operates as a persistent sidebar on the agent desktop.
Author(s)
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