Cresta Announces Rapidly Scaling AI Voice Agents in Production

Cresta AI Agent automates customer conversations with human-like understanding, empathy, and problem-solving skills for Brinks Home Security

PALO ALTO, Calif., Feb. 27, 2025 /PRNewswire/ -- Cresta, the leading contact center AI platform for human and AI agents, today announced strong results following their latest deployment of Cresta AI Agent with Brinks Home.

Cresta launched AI Agent in October 2024 with the goal of setting a new bar for automated customer conversations. While first-generation bot platforms have helped organizations reduce costs, their rigid flows and scripts have consistently frustrated customers and aren't capable of resolving more complex issues.

AI Agent combines cutting-edge language models with precise business logic to deliver empathetic, human-like conversations that can adapt to customer needs, understand subtleties of human language, and resolve complex issues effortlessly. Additionally, Cresta's strict AI guardrails help ensure the faithful representation of customer brands – protecting sensitive data and minimizing the risk of misinformation.

The most recent success of AI Agent with Brinks Home highlights how this new paradigm can be a true win-win for both businesses and customers—unlocking a powerful competitive advantage for early adopters.

"Cresta has enabled us to automate a wider range of conversations than we ever thought possible, but what has truly amazed us is how much our customers and employees are enjoying the experience," said Veronica Moturi, SVP of Customer Experience at Brinks Home. "Our voice AI Agent guides customers through complex, multi-step troubleshooting scenarios, and the positive feedback from these customers has been eye-opening. Additionally, our agents love working with it. It enhances their efficiency, improves customer satisfaction scores, and ensures a smooth transfer experience when escalation is necessary. We've been able to significantly improve our issue resolution rates and elevate the overall customer experience simultaneously."

The deployment of Cresta AI Agent marks the latest milestone in Brinks Home's multi-year AI transformation journey with Cresta, which has driven a 30-point increase in NPS, a key gauge of customer satisfaction and loyalty. By using AI-driven insights to gain a deep understanding of what drives resolution and customer satisfaction, combined with real-time guidance for human agents, Brinks laid a powerful foundation for effective automation, and Cresta AI Agent has delivered.

"Cresta AI Agent combines automation with the understanding and flexibility of human interaction – moving far beyond the limitations of traditional voice agents," said Ping Wu, CEO of Cresta. "Armed with the latest advancements in generative AI and built on Cresta's expertise handling customer conversations for the Fortune 500, AI Agent delivers what customers want: effective and empathetic support that can actually solve complex problems."

To learn more about Cresta AI Agent, please visit https://cresta.com.

About Cresta:
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Cresta's platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Powering customer experiences for companies like Cox Communications, Hilton, and CarMax, Cresta helps turn every conversation into an opportunity. Follow our blog and connect with us on LinkedIn and X.

SOURCE Cresta