Cresta, the leading contact center AI platform for human and AI agents, announced AI Analyst – a new natural-language interface that empowers organizations to quickly uncover insights into business strategy, customer experience operations and agent behavior from customer conversations.
With traditional analytics platforms, it can be incredibly time and cost-intensive for organizations to derive basic-level insights from their conversational data. These platforms tend to only provide businesses with surface-level insights and often result in businesses spending weeks or months manually analyzing conversations. Additionally, other natural-language insight tools simply process transcripts with off-the-shelf large language models, resulting in unstructured, wall-of-text insights with little or no sourcing – exposing customers to inaccurate answers from AI hallucinations.
AI Analyst allows business leaders to ask questions about customer conversations in natural language, providing them with clear, structured answers that surface key findings, an explanation of reasoning, and links to supporting evidence. With this information, Cresta customers are armed with the latest data-backed insights to drive change at scale.
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With AI Analyst, customers can:
- Save time and money by reducing reliance on in-house and external analyst teams to review customer conversations.
- Get answers to questions in minutes, not weeks or months, so they can make data-driven decisions based on the latest information.
- Act on those answers with coaching, quality management, real-time guidance, virtual agent automation – all within the Cresta platform.
“Metrigy’s research shows that more than 50% of companies are relying on AI-based interaction analytics—and for good reason,” says Robin Gareiss, CEO of Metrigy. “This data is golden, providing rich insights into the actual customer experience. Cresta’s AI Analyst provides a way for any employee to probe into customer interactions and learn the root cause of emerging trends. The approach Cresta has designed to analyze the data results in more accurate answers from the LLM, which is obviously key as companies take action on the findings.”
SOURCE: PRNewsWire