June 10, 2025
Cresta Elevates Customer Engagement with New Omnichannel AI Agent Features
Cresta has unveiled the latest enhancements to its AI Agent platform, allowing enterprises to automate even the most complex customer interactions while maintaining a natural, human-like experience. With these upgrades, Cresta delivers a unified omnichannel solution that bridges voice and digital channels into one cohesive customer journey.
“As enterprises face growing pressure to improve customer experience, delivering consistent services across channels is no longer optional,” said Ping Wu, CEO of Cresta. “Expanding Cresta AI Agent to deliver an omnichannel experience gives businesses a scalable, intelligent foundation to automate more for less, all while maintaining the quality, security, and personalization their customers expect.”
A recent McKinsey survey confirms that consumers increasingly demand the freedom to move fluidly between communication channels without friction. Traditional, siloed solutions that treat voice and digital as separate entities fall short, resulting in fragmented experiences that hinder resolution and damage customer loyalty.
Cresta’s updated AI Agent breaks down these silos. It ensures that conversations flow smoothly, no matter where they start or how they evolve, preserving all contextual details so that customers never need to repeat themselves. The AI Agent not only tailors its behaviour to the nuances of each channel—adjusting tone and delivery accordingly—but also stays aligned with brand messaging and customer preferences across the entire journey.
Key features
One of the most impactful features of this release is the system’s ability to maintain full context as conversations shift between channels—say from chat to a live call—or between AI and human agents. This capability minimises disruption, reduces frustration, and speeds up issue resolution.
Additionally, the AI Agent can now proactively guide customers to the channel best suited to their needs by analysing past interactions and predicting where they’ll find the quickest resolution.
Cresta’s omnichannel approach also enables the AI Agent to support customers in more dynamic ways. For example, it can explain troubleshooting steps via voice while simultaneously delivering a how-to video through chat, creating a synchronised support experience that’s both efficient and intuitive.
The AI Agent is further enhanced with personalisation capabilities that pull from customer history to offer tailored experiences. Whether a user is returning to finish a previous conversation or switching between devices, the AI Agent remembers the context and picks up right where they left off.