WiL (World Innovation Lab)’s Post

Transcript

Generative AI is revolutionizing the contact center industry, showing businesses that they can turn conversations into a competitive advantage. From augmenting human agents to automating conversation with virtual agents, we're entering a whole new paradigm for customer experience. Thanks to the momentum fewer by our customers, partners and employees who have closed our 125 million Series D round of funding. This round is led by. Our new investors World Innovation Lab and QIA with participation from new and returning investors. We're thrilled to be partnering with them. This run is a testament to the value that we are delivering to our customers. From saving cost by lowering average handle time for customers like Cox Communication to increasing revenue and conversion rates for customers like CarMax, the incredible impact our questions are driving each day. The team that's now more than 200 employees and the ecosystem that we're building with partners like 5-9, Accenture and more, this investment is going straight to delivering even more value for our customers. The road map we have ahead is incredible and all laser focused on delivering against our vision for the unified platform for humans and virtual agents. To tell you more, I'm excited to introduce Devon Michael Quest as Head of Product Marketing and Megan. Should mirror our head of AI delivery. Let's start with some of the new capabilities that we're building to help you better understand the why behind your most critical KPIs. If you work with contact center data, then you know how challenging it can be to even measure metrics like resolution rate and CSAT in a way that's trustworthy and actionable. Agent feedback just isn't reliable enough, while customer surveys aren't truly representative due to sample size and bias. That's why we're developing new models that accurately infer these outcomes using generative AI, so that you can get a more complete picture of contact center performance. Let's take a look at how we can put that data to work. Say I'm a leader in the Context Center, charged with maintaining a high standard of service while also keeping costs down. By focusing on 1st call resolution with Crestas Enhanced Topic Discovery, I'll be able to access a unified view of conversation topics and KPI outcomes, making it easier to spot problems. And figure out what's causing them. Let's dig into these low resolution rates when customers call in to troubleshoot their Wi-Fi. With natural language Insights, I won't have to spend time and effort analyzing charts and data. Instead, I can simply start asking questions to dive deeper into what's happening and why. In this case, Cresta clearly explains the key issues that are creating a poor customer experience, like making the customer repeat steps that they already took before calling. And 2nd, I can identify which agents to learn from and the behavioral best practices that can help drive better results. No more internal data silos, expensive analysts, and long delays between you and the information that you need to make better decisions. With these new improvements, we're making your data easier to understand so you can take action. Cresta doesn't stop at understanding customer needs and improving agent performance. With Automation Insights, Cresta will help identify the right conversations to automate with virtual agents based on factors like volume, expected success rate, and the overall impact to your business. Here's a high value opportunity where Cresta will automatically outline key steps and map out your most effective conversation flows. With a single click, you can launch your new Flow template in our next generation virtual agent builder, saving time and effort. If you've ever built or used virtual agents in the past, then I don't need to tell you there's significant room for improvement. While Jen AI can make life easier for both designers and consumers, it also introduces new risks. The next evolution of Cresta virtual agents will be able to have natural conversations, understand nuanced questions, and solve complex problems without sacrificing safety and security. You'll be able to select the right language model for each task and equip them with specific permissions, skills, and instructions that dictate what they can and can't do every step of the way. So what does all that mean for your customers? It all boils down to better. Conversations that truly feel human Cresta virtual agents will have realistic voices that can express empathy and emotion. I'm so sorry to hear about the trouble you're experiencing. It sounds incredibly frustrating, especially during the work day. Don't worry, I'm here to help. They can handle multiple problems simultaneously and solve them step by step. Understood. You've been dealing with slow speeds ever since you moved, and you need to switch to paperless billing. Let's tackle the Wi-Fi issue first. We'll work step by step to get your network back up to speed. After that, I'll update your account settings to go paperless. Does that sound good? They won't get tripped up by interruptions or ambiguous responses. To help resolve the issue, I'll need to check a few things first. Can you tell me if you have been acting up? Like this thing has a mind of its own. I hear you to make sure I understand correctly. Are you noticing slow speeds on all devices in certain areas of your home or during specific times of the day? And they can make logical decisions about what to do next to drive Better Business outcomes. Now that the customer's original problem is resolved, Crest of Virtual Agent can identify a high potential upsell opportunity and seamlessly pass the interaction to a human agent transitioning into its new role as a copilot. The copilots already provide behavioral coaching, knowledge assistance, and summarization. O what's next? We're giving agents even more superpowers with a truly hands free experience powered by screen automation. As the agent focuses on asking the right questions and converting the sale Crest is Copilot will manage the entire business process. Notice how it controls the agents screen locally, navigating through the CRM, the order management system, and the scheduling portal. Cresta extracts and enters all relevant information from the conversation, taking each necessary step to close the sale without the agent literally lifting a finger. We've covered a lot of ground, and that's the point. At Cresta, our goal is to push the boundaries of what's possible with human centric AI at every level of the contact center. We're excited to put this funding to work by delivering new ways to eliminate inefficiency, differentiate the customer experience, and accelerate revenue growth. We just saw it just scratching the surface of what we have planned and hopefully you're as excited as I am. Thank you again to our customers, partners and questions. While we have come a long way, it's always day one Aquesta.