Generative AI is changing the world of customer service.
From deflection and reducing agent headcount using virtual agents/chatbots, or using automation to reduce handle time and after-call work, a lot of the conversation about generative AI in the customer service space has been centred around cost reduction.
But what are some of the more exciting, emerging use cases for AI in the space? And what key challenges can be solved?
In this episode of the EM360 Podcast, Analyst Zeus Kerravala speaks to Ping Wu, CEO at Cresta, to discuss:
- Improving experiences for the end customer
- How AI can transform your business
- Advice for large enterprises attempting to build these solutions in house
Cresta centralizes and amplifies the knowledge, insights, and coaching the contact center needs to reach peak performance. Cresta turns real-time insights into real-time actions that make the contact center smarter and drive business results. Customers choose Cresta for a uniquely comprehensive generative AI solution, industry-leading real-time coaching and insights, custom-tailored AI solutions, and an extensible and flexible omni-channel platform.
Customers using Cresta have seen sales increase by 10%, ramp time reduce by 2x, CSAT improve by 20%, and agents save 5 hours in repetitive tasks every week. CarMax, Blue Nile, Earthlink, Holiday Inn Club Vacations, Porsche, and Intuit are among the leading companies using Cresta to improve the productivity of their contact center operations and drive strong business results.
