Artificial Intelligence Allows Personalized Coaching for Customer Service

Cresta, a San Francisco based software firm that specializes in artificial intelligence, has just announced a new AI program called Cresta For Customer Service, which allows customer service representatives to have live, customized training with bots to help refine contact center operations. By analyzing successful performance behavior, the software can help employees target specific areas for improvement. This new tool could help phase out more generalized training that tends to neglect individual skills and personalities of a wide range of workers.

 "Companies today understand that every interaction counts, and going beyond the initial sale to deliver a stellar customer experience is paramount to building loyal customers," said Zayd Enam, co-founder and CEO of Cresta. "Our team worked closely with innovative customer care and support teams to uncover the biggest challenges faced by agent-assisted customer service representatives and built Cresta for Customer Service."

The new solution is designed to run continuously, allowing agents to get feedback on their performance in real time. The program also makes use of Cresta’s Expertise Engine to analyze top customer service behaviors and makes suggestions to speed up customer interactions with more accuracy. According to Cresta, some customers have already reported a 15% increase in customer service handle time, as well as a 19% jump in CSAT scores. Because of this, companies have been able to cut operating costs for contact center operations, and are now able to shift their focus to other areas of concern.

One company in particular has been vocal about Cresta’s new intelligence system. Earthlink, which specializes in internet connection, was recently ranked #1in customer satisfaction by HighSpeedInternet.com.

Michael Toplisek (News - Alert), President of Earthlink explained, "Many of our customers have transitioned to a work-from-home situation for the first time and are entirely dependent on a reliable internet connection - and this need will continue to grow as students across the country opt in to online schooling. We selected Cresta after a review of AI software because of the ability to provide coaching real-time in the moment, which ensures that our customers are receiving the exemplary service and reliability that they've come to expect from EarthLink, even during this time of unprecedented need, and to help us provide the best possible service well into the future."

With more companies shifting to automation for contact center operations, Cresta’s new solution could ensure that human care still reigns supreme, even with a little bit of help from our artificially intelligent friends.  

Edited by Maurice Nagle