August 14, 2025
Cresta Brings AI Agent Assist and Conversation Intelligence to Email Support
Cresta has expanded its Agent Assist and Conversation Intelligence solutions to the email channel, bringing the same breakthrough capabilities it pioneered for voice and chat to one of the most widely used customer support formats. This move allows companies to elevate support quality, boost efficiency, and gain a unified, enterprise-wide view of the voice of the customer.
With this latest release, Cresta enables businesses to apply AI-driven augmentation to email, changing the way agents respond, managers coach, and organisations uncover actionable insights. Additionally, by bridging the gap between voice, chat, and email, the platform delivers a seamless support experience while helping leadership teams make smarter, data-driven decisions.
“Expanding Cresta’s platform to email transforms support quality and efficiency, while giving businesses unprecedented insights into 100% of email conversations, just like we have for voice and chat,” said Ping Wu, CEO of Cresta. “Now, businesses can unlock superhuman performance from their agents, and understand what their customers are saying–no matter where they say it.”
Transforming Email Support into a High-Performance Channel
Email remains a core part of customer support, accounting for nearly 17% of all service interactions. Yet, it often lacks the speed, consistency, and real-time coaching opportunities available in other channels. Cresta’s AI-driven approach changes that, providing agents with instant access to knowledge, best-practice responses, and policy compliance checks.
For managers, every email becomes an opportunity for measurable improvement. Automated quality scoring and targeted coaching recommendations make it easier to focus training where it will have the biggest impact, without increasing headcount. And for executives, Cresta also adds valuable intelligence from 100% of email conversations to its robust Conversation Intelligence suite, delivering a true omnichannel understanding of customer sentiment and needs.
The New Capabilities in Action
By integrating Cresta into their email workflows, support teams can also:
- Respond Faster and Smarter – AI surfaces the right knowledge at the right time, drafting complete replies based on context and proven top-performing responses. Agents can deliver high-quality answers in seconds while maintaining brand tone and compliance.
- Maintain Quality at Scale – Every email is automatically scored for quality, revealing strengths, weaknesses, and opportunities for improvement—helping managers coach effectively and consistently.
- Gain Complete Customer Insight – Intelligent tagging, summarisation, and analysis reveal what customers are saying and why, across every email, voice, and chat conversation.
