Cresta, a leader in customer experience AI, has launched its Agent Operations Center — a unified command hub designed to provide real-time oversight and management of both human and AI agents in contact centers.
This new platform introduces a fresh role in CX operations: the AI Supervisor, enabling businesses to monitor and guide every customer interaction as it happens.
“As AI agents handle more and more customer interactions, businesses need visibility and control in order to scale automation while still ensuring a world-class customer experience,” said Cresta CEO Ping Wu. “The Agent Operations Center unlocks deeper automation opportunities for the enterprise, and puts greater control in their hands, so they can take advantage of AI-driven efficiencies, all with human experts at the wheel.”
The Agent Operations Center equips supervisors with instant intervention tools, ensuring service that is accurate, compliant, and consistently aligned with brand standards. It enables supervisors to monitor multiple live conversations simultaneously, focusing especially on sensitive or high-risk interactions such as payment disputes or emotionally charged calls.
Key features include:
- Supervision: Real-time monitoring of conversations with alerts for scenarios requiring nuanced handling, allowing supervisors to decide if and when to step in.
- Guidance: Agents—whether human or AI—can request immediate support from supervisors, who can then communicate directly to customers via AI agents or coach agents discreetly without interrupting the customer experience.
- Forced Handoff: Seamless transfer of conversations from AI to human agents without disrupting the customer journey or requiring customers to repeat information.
Philip Kolterman, CIO of Brinks Home, expressed enthusiasm for the new platform: “We’re super excited about the Agent Operations Center. We think human-in-the-loop is the future of the contact center. I think we’ll look back and say this is where we first talked about that.”
By fostering a collaborative environment where human expertise and AI capabilities work in tandem, Cresta’s Agent Operations Center aims to redefine customer experience delivery.
Wu added, “Agent Operations Center redefines the way humans and AI work together in the customer experience center. With a central hub for experts to oversee both human and AI agents, businesses can deliver consistent, high-quality customer experiences with confidence.”
