Cresta
AI agents, real-time agent assist and conversation analytics for contact centres
Overview
Cresta is an enterprise contact-centre AI platform. AI Agents handle customer calls and chats end to end, Agent Assist coaches human agents in real time, and Conversation Intelligence analyses and scores every interaction; Deputy Agent, launched in October 2026, finishes back-office work after the call. Customers include United Airlines and Cox Communications.
Pricing
Pricing shown for reference only. These figures reflect RECATOOLS research as of 14 Oct 2026 and may be out of date or incomplete. This is not financial or purchasing advice — always confirm the current price on the provider’s official website before making any decision.
Use cases
What you can produce with Cresta
- AI agents that resolve routine customer calls and chats end to end and hand off to humans with context
- Real-time guidance, knowledge answers and automation on a human agent's screen during live conversations
- Every conversation analysed and scored for quality instead of a manual sample
- Back-office workflows such as refunds and disputes carried to completion by Deputy Agent after the call
- AI agents built and tuned in natural language with Conductor, tested against Synthetic Customers
- New-hire practice conversations in a Training Simulator grounded in real customer data
Cresta covers the whole contact-centre loop: AI agents that resolve conversations, live guidance for human agents, quality scoring across every interaction, and since October 2026 an agent that finishes back-office work after the call. It is trained on each company's own conversations, has a long enterprise track record that began with Intuit, and Cresta says Forrester ranks it a Leader.
The costs are enterprise ones: no published prices, real implementation and tuning work, and value that depends on conversation volume. Offices now span Europe and APAC, but buyers should still confirm language and data-residency coverage. Best for large contact centres, not lean teams.
What we found
Cresta came out of Stanford's AI Lab in 2017, co-founded by Sebastian Thrun, Tim Shi and Zayd Enam, and is run by Cresta Intelligence Inc. from Sunnyvale, California, with offices in Toronto, Berlin, Madrid, London, Melbourne and Tokyo. Its first customer, in 2018, was Intuit, and Ping Wu, a co-founder of Google's Contact Center AI, became chief executive in 2023. Funding runs from a Greylock and a16z Series A through a Sequoia-led Series B, a 2022 Series C led by Tiger Global, at a $1.6 billion valuation reported at the time, and a $125 million Series D in 2024. Cresta's own timeline says it passed $100 million in annual recurring revenue in 2026.
It now sells itself as an AI operating system for customer experience, in three parts. AI Agents handle calls and chats end to end. Agent Assist gives human agents real-time guidance, knowledge and automation mid-conversation. Conversation Intelligence analyses every interaction, with quality management, an AI Analyst and topic discovery. 2026 releases added Synthetic Customers, personas built from a company's own conversations, in May; Conductor, for building AI agents in natural language, in June; a Training Simulator in July; and on 13 October Deputy Agent, a long-running agent that carries back-office work such as refunds and disputes to completion after the call ends.
Cresta says Forrester named it a Leader in the Q2 2025 Wave for contact-centre conversation intelligence, with the top current-offering score. Customer stories on its site include United Airlines, Cox Communications, Brinks Home and Aqua Finance, with results such as a 73% cut in transfers at Brinks Home that are vendor-reported. Earlier versions of this page quoted G2 ratings and recurring reviewer complaints that could not be read or counted today and named Vodafone and Marriott as customers; all of it has been removed.
Prices are not published, and deployments are sold by demo and through partners such as TELUS Digital and Firstsource. It suits large contact centres with enough conversations to learn from, not small support teams.
Compiled by RECATOOLS from public sources: vendor documentation and pricing, code repositories and published reporting.
About this listing
This entry was compiled from publicly available data including Cresta's official website, press releases, documentation, and reputable third-party publications. RECATOOLS is not affiliated with Cresta unless explicitly stated.
Third-party AI tools update their pricing, features, availability, and policies frequently. Information here may be outdated by the time you read this — we make reasonable efforts to keep listings current, but cannot guarantee absolute accuracy.
For the latest details, please refer to Cresta directly →
Spotted something out of date? Suggest an update →
Alternatives to Cresta
More in Business & Finance
