Cresta unveiled its new Agent Operations Center – a unified command hub that brings human and AI agents together under real‑time supervision to manage customer interactions. The platform delivers live visibility and control over all conversations, allowing enterprises to maintain accuracy, compliance, and brand consistency even as AI handles a growing share of interactions. With this release, firms can appoint “AI Supervisors,” human experts who can monitor high‑stakes conversations, guide AI agents, or step in directly when needed – for example during complex cases like payment disputes or emotionally charged customer calls.
Also Read: Cadent & Google Cloud Collaboration Powers Smarter, Faster Ad Campaigns
Supervisors can watch multiple live interactions. They can easily step in with a “forced handoff” or provide guidance without disrupting the customer experience. This solution marks a shift to a hybrid workforce model. Here, AI boosts efficiency while humans provide oversight. This balance helps ensure quality and a consistent customer experience. It allows businesses to scale operations while keeping high standards in customer support.