June 26, 2026
New York Mets Tap Cresta to Run Ticketing With Conversational AI
Cresta has announced a partnership with the New York Mets that brings conversational AI into the baseball franchise’s ticketing operations and fan service. The deal gives one of the most followed teams in Major League Baseball a set of AI tools built to answer fan questions faster and take routine work off the plates of human staff.
What the Mets are putting to work
The team will use three parts of Cresta’s platform. The first is Conversation Intelligence, which reviews fan conversations at scale to find the questions that come up most often, spot service trends, and point to where ticketing support could improve. Instead of guessing what supporters want, the Mets get a read on it from the conversations themselves.
The second is the AI Agent. When fans call the Mets’ main contact line, Cresta’s conversational AI Agent answers directly, handles ticketing questions, and connects callers to a ticketing representative quickly when a human is needed. The aim is to cut waiting time and keep simple requests from tying up staff.
The third is Agent Assist, which works in real time during live calls. It surfaces relevant information for sales and service representatives as they talk and handles routine admin, so staff can spend more of each conversation focused on the fan rather than on their screens.
Fan Service Is Becoming an AI Battleground
Sports teams are among the most active adopters of customer experience technology right now, and ticketing is one of the first places that investment lands. A busy game day can send a flood of calls and messages into a contact centre over a short window, and supporters expect answers fast.
Cresta is far from alone in courting the sports world. Earlier this year, Adobe expanded a multi-year partnership with Major League Baseball, bringing its AI tools into the league’s marketing and content work. RingCentral, meanwhile, became the official cloud communications partner of the Chicago Cubs last year, changing how the team connects with its fans and works behind the scenes. Finally, Salesforce secured a deal with FIFA as an Official Tournament Supporter of the 2026 Men’s World Cup.
The Mets deal adds Cresta to a growing roster of vendors using baseball as a showcase for what AI can do on the front line of fan service.
A Play for Fan Loyalty
Cresta’s CEO, Ping Wu, said the deal is about turning every fan conversation into a stronger relationship, with the platform letting the Mets read fan sentiment at scale, answer questions instantly through AI, and back up staff live on calls.
The real test comes on a sold-out night at Citi Field, where AI has to handle the rush without losing the personal touch fans expect. Pull that off, and Cresta gains a marquee sports name to point to as more teams look to put AI in front of their supporters.
