Cresta Conversation Intelligence

What it does

Cresta Conversation Intelligence analyzes customer conversations handled by human agents and AI agents. Its outputs include insights about what customers are saying, quality scores for agent behavior, assessments of which conversations are suitable for automation, and coaching guidance for agents. The natural language AI Analyst lets users ask questions about conversations and get explanations of what drove an outcome, such as why CSAT changed.

Teams use it to track metrics like CSAT, average handle time, revenue, and resolution across interactions and to find conversations that are good candidates for automation. The platform also connects analysis to action: leaders receive live notifications with recommended next steps, agents get in-conversation hints triggered by their performance, and coaching recommendations draw on behaviors used by top performers.

It is designed for customer experience and contact center leaders and agent managers, with customer stories in airlines, healthcare, and financial services. Access starts with a demo request through the vendor's site, and the product is delivered through Cresta's web platform. Full product documentation requires logging in to Cresta Help.

What it can do

• Analyzes conversations across human and AI agents to track customer sentiment and outcome metrics over time
• Natural language AI Analyst that answers questions about conversation drivers
• Automation Discovery that scores conversations by complexity, volume, and resolution rate
• Live notifications and recommended next steps for leaders
• Behavioral coaching and training recommendations for agents based on top-performer behaviors
• Live agent guidance through dynamically triggered hints and automations

Example workflows

Finding why CSAT dropped

Input: a natural language question about recent conversations. Steps: the user asks the AI Analyst why a metric changed; the analysis reviews the relevant conversations. Output: an explanation of the main drivers behind the change.

Prioritizing automation candidates

Input: a library of customer conversations. Steps: Automation Discovery analyzes complexity, volume, and resolution rates. Output: a ranked view of conversations ready for automation.

Before you choose

• Pricing and plan details are not published on the product page; confirm with sales
• Customer outcomes cited on the page are reported by the vendor

Listed under

• Data
• Support
• Analytics and BI
• Voice and phone agents
• Agent coaching
• Call analytics
• Contact center
• Conversation intelligence
• Customer experience
• Enterprise

Get started

Visitors start by booking a demo with the vendor.

1. Book a demo through the Cresta Conversation Intelligence page
2. Log in to Cresta Help for product configuration documentation

Pricing and billing terms are not published; contact the vendor for a quote.

We couldn’t find published prices for Cresta Conversation Intelligence. See their pricing page ↗

Sources for this overview

Product pages, documentation, and pricing checked 29 Oct 2026. Each source supports part of the overview; availability and prices can change.

• Cresta Conversation Intelligence | Insights for Better CX ↗cresta.com
• Welcome to Cresta help | Cresta Help ↗docs.cresta.com

Company website

cresta.com: product, pricing and policy pages

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knowledge_base

Last checked 29 Oct 2026. Every field keeps its source and date; unknown means we couldn’t confirm it.