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Cresta Agent Assist

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Cresta Agent Assist is an AI-powered, agentic assistant that augments every stage of an agent's work during customer interactions. It continuously understands both the conversation and the agent's screen, using that combined context to deliver personalized guidance, relevant knowledge, AI-generated responses, guided workflows, and automation in real time. Rather than requiring agents to search knowledge bases, navigate multiple applications, or remember complex processes, Agent Assist brings the right information and action directly into the agent workflow, helping agents stay focused on the customer. Built for enterprise contact centers, Agent Assist uses large language models optimized for customer service interactions and grounded in organizational knowledge, policies, workflows, and historical conversation data. By recognizing customer intent and identifying key moments throughout an interaction, it surfaces context-aware recommendations directly within the existing agent desktop. Because every recommendation remains under the agent's control, organizations maintain governance, compliance, and oversight while supporting consistent customer experiences. Agent Assist helps organizations reduce average handle time and after-call work while improving first contact resolution, customer satisfaction, compliance, revenue, retention, and agent productivity. It integrates with existing CCaaS, CRM, and knowledge management systems, providing an intelligence layer that extends the capabilities of existing technology while helping agents deliver faster, more consistent, and more personalized customer service.

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