Cresta Conversation Intelligence

Cresta Conversation Intelligence analyzes 100% of customer interactions across all channels using generative AI to surface drivers of business outcomes. The Insights module enables natural-language querying of conversation data with evidence-backed answers prioritized by business impact. AI Analyst provides rapid root-cause identification and contextual follow-up analysis with citation support. Quality Management auto-scores every conversation for compliance and performance using generative AI, supporting hybrid workflows that combine AI evaluation with manual review. Coach identifies behavioral patterns linked to outcomes and generates personalized coaching recommendations with effectiveness tracking.