Cresta Launches Knowledge Agent to Deliver Proactive, Real-Time Intelligence in Contact Centers

Cresta Launches Knowledge Agent: an Agentic Assistant Delivering Proactive Intelligence to Contact Centre Workers - Directors Club News

Cresta, the unified customer experience AI platform for human and AI agents, announced the launch of Cresta Knowledge Agent, an AI assistant that works alongside human agents, delivering precise answers in real time without the need for human prompting. “Contact centre agents have a hard job. They’re constantly juggling multiple tools to find the information … Continue reading Cresta Launches Knowledge Agent: an Agentic Assistant Delivering Proa…

Cresta Launches Knowledge Agent to Deliver Proactive, Real-Time Intelligence in Contact Centers

Cresta has introduced its new Knowledge Agent, an agentic AI assistant designed to transform how contact center employees access and use information during live customer interactions. The solution works alongside human agents in real time, proactively surfacing precise, context-aware answers without requiring manual prompts, effectively acting as a “second brain” that listens to conversations and analyzes on-screen data simultaneously. By integr…

Agentic AI – lessons from the real world

From experimentation to execution The era of experimentation with artificial intelligence (AI) is over. The people and organizations that succeed are those that treat AI as a disciplined, enterprise-wide transformation. The conversation has changed from “What can AI generate?” to “What can AI execute, orchestrate, and automate, with humans staying in trust?” This shift raises the stakes and makes execution more complex. It is also why value capt…