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MetriNote – Cresta Announces Four Products to Improve AI and Human Agent Interactions with Customers

Published on: November 20, 2025

Author: Robin Gareiss, CEO and Principal Analyst What's the news? November 13, 2025 – Cresta not only announced, but also performed live demos of four products at the inaugural Cresta Wave customer conference in Dallas. The products are:
  • Real-Time Translation – This feature enables human agents to speak with and understand customers speaking in different languages, in real-time, as demoed at the conference. Cresta supports this capability for four languages now, with more to come. (Cresta’s AI agents speak more than 30 languages across voice and chat.)
  • Agent Operations Center – This command hub empowers human supervisors with real-time visibility into every conversation, whether human- or AI-run. What’s more, it adds live guidance and intervention tools when interactions are heading in the wrong direction.
  • Automation Discovery – This interactive tool helps CX leaders determine what types of conversations to prioritize for automation. Automation Discovery delivers a readiness score and projected ROI by automating a type of interaction; it evaluates volume, complexity, and readiness to calculate the score. From there, it maps conversation flows, highlights successful paths and common deviations, and generates workflow prompts to help kick off the automation.
  • AI Agent Prompt Optimizer – This designer helps organizations build and refine AI agents faster, by delivering guided recommendations for formatting, coherence, and content. It shows where there are potential problems, and how to make the agent more effective.


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